Quote:
Originally Posted by BenMcr
There is a difference as to what is possible and what is authorised.
Technically it is possible to do all sorts on the system. It doesn't mean an agent will do it just because you ask them to.
As for the process directory being a 'guideline', if that is what some staff think it is, no wonder there are so many complaints on here.
|
Quoting you:
"There is a difference as to what is possible and what is authorised."
Its not the agents call to remove the call baring, its the agents call to enquire with the NTC and thats is where the agent phones throught and asks the NTC to push it throught the switch board, it is the NTC who authorise it.
Do you realise how inexperianced you sound mate?
Quote 2:
"Technically it is possible to do all sorts on the system. It doesn't mean an agent will do it just because you ask them to."
Meaning an agent is making a discretionary choice to ignore the customer at a time of need and emergency not a time of WANT, is that the customer service and care you would provide?
It is common knowledge that staff are given the discretion to take the right action in the best interest of the business and the customer.
Example:
Applying a £10.00 credit for a LPC is down to the agent
Applying a £25.00 GWG for inconviences
Removing a NPD and applyinmg an extention by Credit Services
Customer Relations applying a GWG of a free upgraded service
the list goes on...
One of the things that will always be taken into consideration when trying to save a customer is....
a) Length of service
b) on time payments
c) scenario customer is advising
d) monthly cost of services
In order to help determine how far they shoudl bend over backwards to show they value that customer whilst keeping a fair service to other customers not just the one in question
The process is a guideline due to the complex variety of scenarios and situations customers face on a day to day basis, therefore on occasions discretion is used.
By discretion were reffering to not making your own rules for people but listning to their scenario they can wear the customers shoes and show they value the customer by taking the relevant action to reflect this, When some one has paid their bill by 200%, is not in arrears, been long standing, has an emergency and it is the company who failed the customer by failing to remove the call baring, then it is not unfair to other customers or the customer affected to use the discretion on that occasion to have the services resumed sooner.
What would be unfair would be to remove the call baring of a customer who has NOT paid their bill and put it on another who is in the same situation
Please read the original post (no 13) before coming out with more comments like that as you really making your self sound an idiot without trying to be offensive
Quote from post 13 advising why its not standard procedure to push it through the switchboard.
Quote:
|
Originally Posted by THE FULL STORY
Now for those asking why dont they always do it this way...
The national Telephony centre dont just deal with restricted lines but a load of other things, so thay have an automated system which tends to take 2-24hrs to take effect on restoring customer lines. However the NTC will push forward the reconnection if it is a VM fault (as it was in this instance or is an emergecy) and in this case it was.
|
Therefore explaining this system helps reduce the NTCs workload by having an automated system helping them focus on other areas of the departments business. However in special circumstances (IE A COMPANY SCREW UP) then they can put it forward sooner.
for those reading this post and wondering what the terminology means in this post...
LPC = Late Payment Charge
NPD = Non Pay Disconnect (Failed to pay the bill)
GWG = Good Will Guesture
NTC = NAtional Telephony Centre