[Kellargh]

Couldn't agree with you more Handyman! They've already taken things away from us such as the Error Code Database, provides too much 'confusing' information for offshore agents when it was a tool I loved using to explain the customers fault, and learning more information off generally. It's now the same with the new Fault Diagnostic Tool, where I am currently trialling an even more scripted flowchart...feel so restricted in my job, it's unreal.

I wouldn't agree that it's the same across the board for service when it comes to onshore or offshore, considering we listen in for quality purposes in Swansea. Due to changes in our bonus schemes, they are not helping the customer but more often fobbing them off, purely to achieve their stats.

If it continues the way that it is, we will see more customer losses.