Quote:
Originally Posted by lostandconfused
any why would retentions be any different? they have the same training as other staff and not all of them are supervisors either
|
I'm guessing that arcamalpha2004 meant they'd call retentions to cancel instead of contacting CS to try to fix an issue? I don't think NTL has given any indication of caring about turnover.. have they?
Here's another 'sham i can blow the cover on' (I love that, it makes me sound all investigative-reporter-y, when it's really just common sense!):
Customer Services reps are logged into a call distribution queue, and answer calls.
Faults reps are logged into logged into a call distribution queue, and answer calls.
Retentions reps logged into a call distribution queue, and answer calls.
If NTL wanted everyone to get to speak to a manager right away, managers would.. (wait for it, now!) be logged into a call distribution queue, and answer calls.
Ignoring the debate of whether or not the customer
should be able to speak to a manager right away/without giving the CSR any information, the fact is that NTL
doesn't want managers answering calls. If they
wanted to do away with CSRs and have a herd of managers answering customer queries,
they would. Hell, why not just make all the CSRs officially managers and end this whole debate once and for all!?
