Quote:
Originally Posted by Masque
I deal with faults that are recognised as such by Virginmedia and it is not my job to collate any issues while on a call unless we have been specifically asked because we have targets to meet and the are people like Nopanic who have the job of checking for faults and patterns to identify issues with the products we offer.
We also call our 2nd line agents who will advise us to raise an issue up for investigation if required but do not expect us to investigate issues that is not in our remit.
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Forgive me if I am wrong or missing the point but is it not the job of a person that works in the fault department to resolve faults and if they cant raise it when necessary. I would have thought this is a basic procedure.