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Originally Posted by ianathuth
OB, with all due respect, all NTL staff and outsourced services are there to provide one thing, a set of products and services that are sold to customers. The thread was started by Neil posting an article which appeared on the Register. I know very well that the outsourced department is only to help NTL staff with problems with their PCs, etc but if that support isn't up to scratch it CAN affect the internal workings of NTL and COULD have an impact on customers. The outsourced support may well be first class and we as customers may never be affected by this change, I don't know. However, if the support is in the same class as what some customers say they are getting from outsourced customer facing support then it must impact on the internal workings of NTL and ultimately the customer. I have never had contact myself with any India based customer facing support so cannot comment on it.
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I appreciate what you're saying
There's no problems as far as I'm aware about out internal IT support going to India. I have contact with them on a daily basis and have noticed no decrease in quality of service. How about moaning about sub standard service when it actually happens? Rather than complaining about a process that is NOT customer facing, never will be and is not affecting the ultimate service the external customer receives?
I think title of this thread is incredibly (OR DELIBERATELY) misleading too IMO.
