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Originally Posted by Ignition
BT at number 2 is a bit of a surprise they've been pretty good to me in my dealings with them.
NTL CS sucks in a lot of cases, simple as. It's what happens when you have undertrained undermotivated staff being run by managers whose main metric is how many calls can be processed in what period of time, rather than sensible metrics such as 1st time problem resolution, customer satisfaction and other things that obviously aren't as sexy on the stats.
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Spot on!!
Always been the same for ntl, stats mean prizes to Hussain & his cronies.
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Originally Posted by Ignition
Quite shocked when I saw that a Telewest trainee CSR was receiving training in the HFC network. Most of ntl's CSRs and even TSB wouldn't know a node or tap if you hit them with it, simply because no-one in ntl feels the need to train them properly.
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Same again, ntl have very backward thinking when it comes to training.
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Originally Posted by Ignition
Re: NTL placing a certain amount on how much they want to spend to achieve a quality of customer service: bingo. All those in power at ntl (the people whose money saved it from bankruptcy) care about it getting their money plus extra back. They really don't care what happens as far as customers go, that's Simon Duffy's problem with whatever resources they let him have (an unenviable job, getting grief from above and below!)
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I've been saying this for a loooong time regarding ntl, the rot starts at the top, & the rot at the top don't give a stuff about customers.