Cable Forum - View Single Post - call centre

quadplay · 02-02-2005, 12:44

Broadband Technical Support is done in Swansea and Bangalore. Narrowband Technical Support is done in Newport (South Wales) - don't know if they ship calls over to India, as the service is run by Fujitsu. Customer Services and 1st line Faults for on-net customers is done in Bellshill (Glasgow), Wythenshawe (Manchester) and Swansea. Sales is mostly done in Nottingham. The Brighton centre has now closed, I believe.

Where you get through to for Customer Services/Faults does not depend on where you live anymore - it used to, as only one call centre would deal with each region - but calls have now been 'virtualised', meaning that the first available agent in any of the 3 centres will answer your call. The only exception to this is customers billed from SMS (Celtic, Herts & Beds, Kirklees) - these are dealt with in Wythenshawe until SMS regions are Harmonised later this year.

02-02-2005, 12:44	#2
quadplay Inactive Join Date: Jun 2003 Location: Various Services: 9am, 1pm and 8pm daily Posts: 2,055	Re: call centre - region dependant? Broadband Technical Support is done in Swansea and Bangalore. Narrowband Technical Support is done in Newport (South Wales) - don't know if they ship calls over to India, as the service is run by Fujitsu. Customer Services and 1st line Faults for on-net customers is done in Bellshill (Glasgow), Wythenshawe (Manchester) and Swansea. Sales is mostly done in Nottingham. The Brighton centre has now closed, I believe. Where you get through to for Customer Services/Faults does not depend on where you live anymore - it used to, as only one call centre would deal with each region - but calls have now been 'virtualised', meaning that the first available agent in any of the 3 centres will answer your call. The only exception to this is customers billed from SMS (Celtic, Herts & Beds, Kirklees) - these are dealt with in Wythenshawe until SMS regions are Harmonised later this year.