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Originally Posted by handyman
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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I wokr on the jobcentreplus contract. We have people that dont understand that your username and password arent your name and address. Yet we can still control the call, and often get a fix within 5 mins., Perhaps its down to the fact our knowledge base is usable and exxtensive?
For the record never said piggy wasnt a good call agent/tech support operative, simply pointed out that many people dont have the luxury of 10 or 15mins to diagnose and resolve a problem and manage perfectly well.
We support hardware, software, servers, consumables, telephony.
SOftware we support:-
LMS, Vantive, windows 2000, CMS, FAO, SCRAS Secure dial in, Radia.
We support all PC systems, All laptops, we support servers of varying kinds including Unix based servers. We support mobile telephony, landline telephony, ISDN connections, Broadband connections. Yes often we do refer to the likes of BT The user does not know this, its done internally, but what can I do if its a line fault? How can I fix a server in devon when I'm based in Durham and the server has blue screened? So we HAVE to use contractors, and they are not bound by the same SLA's as we are. So we use our case management skills and manage the case upuntil we have agreed closure with the user.
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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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The trend these days is to outsource, the main reson for this isnt because its better for the compnay doing so. Many companies have a crap network, have a crap knowledge base etc, they chuck the contract out to a 3rd party, get everythign sorted out and then pull everythign back in house. Instant upgrades, instant trained staff, instant knoweldge base......see what I'm getting at?
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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.
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But it isnt just about customer service. Whats the point in having every call fixed at FPOC if there are hundreds of thousands of users that cant get through to an agent? that isnt customer service either.
Companies are looking for a balance, and it seems as if NTL with Manpower have decided that if you havent got a fix after 10 mins then its either unlikely you will in the next 5 mins or so or that the customer needs to do some checks and let you take the next call.
Whats the point in sitting and waiting for a user to re-boot? what can you be doing in that "dead time" I often ask as first question, have you re-booted if they say no, I will ask them to do it and then do the rest of the techy questions and fill in the event log.
If people feel they can no longfer woprk under these conditions then they have little choice other than to leave or move on to second or third line support.
Yes its sad that someone that is a good agent can feel this way, but as I said before, NO ONE is irreplaceable, there could be someone just as good as piggy or possibly even better waiting for a chance to get a job.
For the record I actually feel the same way at times, I'm sick of my workplace and think that there should be a number of changes, but I'm a telephone mopnkey, I'm a pleb, i'm the lowest of the low in tech support. I am replaceable, threatening resignation is only going to get me laughed at.
Does it affect me offering the best posisble customer service/fault resolution I can? No, I just simply get on with my job and do what I can.
As I said, before its not me trying to be harsh with piggy, but she has to realise that things have now changed, the old ways have gone, probably not for good. If she can stick it out, she may find that things relax a little. But for the time being she has to show that she can do what every other agent does and that is keep the call length down. If she feels that its time for her to move on (see the thread where I whinged the other week) then its probably best that that is what she does.
Also as far as manpower is concerned, they dont get paid per calls taken. Manpower are a recruitment agency, nothing more nothing less. They get paid per agent they supply, they are paid 10 of whatefver per agent and pay that agent 6 of whatever. If 10millions calls com in one month, and 5 million the next it makes no difference to manpower.