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Originally Posted by jonifen
Thats a great idea as people who can get access to this could voice their queries that they're not sure are worth a phone call to CS or not. May improve waiting times for getting through to CS at times when its really hectic.
I work on a support helpdesk, and when we're experiencing high levels of calls, we always get a few who wait 10-20mins to ask a really silly question that doesnt deserve to be put onto the logging software as having been raised.
I'd like to think of myself as being pretty useful with things like the TV and Internet and do all the checks possible and get the results from the checks down on paper to have next to me on the phone. That way they can get my problem sorted quickly and move onto the next guy/gal in the queue. There's nothing more off-putting than looking at the wallboard in a call-centre to see 20+ people waiting in a queue for your assistance!
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if the CLT team could be reformed or something to show an official capacity here that would assist users who have exausted existing channels by emailing NTL (dont scoff!) phoning or even trying their regional directers....
but yes it would be a start, as i said before i dont expect anything earthshattering but if NTL want to do something right for once then its a step in the right direction.
i know the big bulletin points will be customer service and technical support quality levels and the poor standards of them but i also think there needs to be a better communication system with managers and supervisors, no one should recieve a warning or told to curb their help on a forum which has NTL customers!