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Originally Posted by zovat
If you have all calls coming to a central group of "receptionists" (although I feel that this is not a good word to use, as these people will need basic troubleshooting skills) who can clear the real simple calls straight away (yes sir, there is an outage in your area - our engineers are working on it, or you can't see if it is plugged in - why not turn on the light - oh you have no power - thanks for calling  ) and ensure that the other issues go to the correct area - BB support or Dialup, etc.
The trick with this system is to ensure that the customer is aware of how it works, and can understand the value of the extra 2 minutes talking to the "receptionist"  |
Hey... why can't NTL have the person who answers the phone tell me there's an outage and it is being worked on? That would make them useful or something.
(In case there's anyone who hasn't guessed yet I am very very very unhappy with the service I've had from NTL in the past, though I must concede things have gotten better in recent years).
Weeb