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Originally Posted by scrotnig
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.
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I think you are right about COBI. I can't comment on the India bit, but the rest I agree, the writing is on the wall. COBI
appears to have been set up so it can be contracted out.
What I will say is, this is,by and large how C&W and many other Telco's operate