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Originally Posted by KaySquirrel
the fact is that NTL doesn't want managers answering calls.
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I don't give a stuff what Ntl want - or any other company- I'm the customer here and I want service.
If I've been messed around, been lied to and played, telephone ping pong for 1.5 hours I want satisfaction If that goes against want the almighty Ntl wants then that's just tough*.
Have you guys never heard of the saying - (S)he who pays the piper, calls the tune.
If the company wants my business then they'll have to jump to it.
*and it was I dumped that bunch of jokers a long time ago - them and Barclay's, Dell, Sainsbury's, Orange. In fact any company who's staff think I'll put up wit their crap. When they can show me they've improved they'll get my custom back (Vonage, Capital One, Sky).
Edit-
Quote:
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.
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Oh and if the call centre is run properly the management (well some of them) should be plugged into a hunt group (read: "call distribution queue") for easy access by the agents.