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Originally Posted by timewarrior2001
I dont see what the problem is,
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Then you must be very lucky then, I worked in tech support for ntl and 15 mins is very conservative for a call time. Yes you do get some very easy cals with some customers that have used a computer before. Imagine taking your gran through 1st finding a spare usb port then through a tricky install on a cable modem then try that 20 times a day.
From what I have heard of piggy she is a excellent tech support operative. remember her old sig on nthw.com where she had how many people she'd converted from usb to ethernet.....
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Originally Posted by timewarrior2001
and possibly a bit of sour grapes because things have changed and the job isnt as "cushty" as it used to be etc etc etc.
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Or a experienced member of staff that provided excellent service thats going to go elsewhere because of this. Thats the problem with this country we have the talent but we are afraid to pay it properly and stand for good service. Why dont we just give up and send all the jobs outsourced and not give a toss at all.
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Originally Posted by timewarrior2001
Manpower are a good company to work for, you just need to understand that you are NOT irreplaceable.
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I dont care which company it is, outsourcing will never ever be able to provide proper customer service. It will always be 100% call handlng focused with no priority given to quality of service.
Every outsourced contract worker will have a stock list of 'who to blame lines'
I'm sorry its not us its 'bt'
I'm sorry we are trying our best but its this 'contractor'
What the customer wants is a solution to the problem from the provider of the problem. It makes me so mad that the management of ntl will never ever see this.
Please apply these comments to any outsourced call centre , garlands etc.
