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Originally Posted by BarFly
from what ive heard here in Swansea, NTL have been impressed with the way IBM have taken over tech support, & they are looking to them to take over the faults department aswell, in the same way.
Manpower are already recruiting staff for the faults dept, stopped recruiting for tech support a while ago as they increase the head count in india, & as you may be aware, Manpower do all IBM hiring & HR work in there call centres.
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It's my firm belief that the long term ambition of ntl is to have almost ALL call-centre based staff in India, but not working for ntl, instead they will work for an outsourcing company.
This, I believe, is the driver behind the change to COBI. COBI never gets referred to as ntl any more, not NTL COBI or anything like that, just COBI. This, I believe, is so it can contracted out to a third party who will then run customer services, faults, complaints, install despatch, etc etc.
Once Harmony is in place all the above jobs could be done from India. It'll take years to get to that point, but that's where I think it's heading.