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handyman · 16-07-2008, 00:40

Virgin need to get back to inhouse tech support it's going to lose business if it does not.

Outsourcing removes all incentives to actually assist a customer. At freeserve/Wanadoo we compiled 'the bible' which was a definitive resource for tech agents to assist customers but plenty of it was removed as it was considered outside of the remit of tech for the contract we covered. Of course that never stopped the calls coming through and because the techs did not have this resource to hand they wasted up to an hour on calls running through poor diagnosis and strict guidelines.

The net result was the customer lost out and I'll bet Wanadoo lost out when they moved provider.

16-07-2008, 00:40	#33
handyman Permanently Banned Join Date: Jun 2003 Location: Nr Carnforth Age: 51 Services: M6 Keele Posts: 5,462	Re: Trouble at Swansea? Virgin need to get back to inhouse tech support it's going to lose business if it does not. Outsourcing removes all incentives to actually assist a customer. At freeserve/Wanadoo we compiled 'the bible' which was a definitive resource for tech agents to assist customers but plenty of it was removed as it was considered outside of the remit of tech for the contract we covered. Of course that never stopped the calls coming through and because the techs did not have this resource to hand they wasted up to an hour on calls running through poor diagnosis and strict guidelines. The net result was the customer lost out and I'll bet Wanadoo lost out when they moved provider.