Quote:
Originally Posted by Qtx
My comments were in relation to virgins forum staff who I believe are uk based. They are able to check utilisation levels as far as I can see. The call centres are another story altogether.
What I took from your last post is that virgins system is not optimised in the best way for some areas of broadband support. Making a few changes to the system alone could make a huge difference to the amount of information available and in a shorter time, which would benefit all parties
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The call centres can check utilisation as well, they have access to all the same tools (bar actual telnet access to the UBR's themselves), like I said it's mostly a training thing.
You're not wrong though, there's any number of small changes that would streamline the whole operation, but there's so much red tape involved in changing ANYTHING that it's not even funny. Even the training documents. I was quite good friends with some of our trainers and they begged and pleaded numerous times to update the documentation. One of two things would happen - either they'd just get told no, or they'd get told "sure, go ahead and we'll review the changes", then when the changes came back, someone further up the chain will have dumped everything and made slight modifications to the OLD training documents.
It was quite absurd, really.