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Originally Posted by jonifen
Indeed.
Fair enough, no engineers work on Sundays, but there are many cases which can be resolved by those in the faults dept by sending "hits" or going through simple procedures with the caller without an engineer even being required.
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We actually had a fault finding day where by a nominated agent calls customers to see if a fault that has been booked for an engineer can be resolved over the phone. 3/10 could be fixed via the phone. An awful lot when you consider the amount of jobs that technicians attend throughout the day in all ntl franchises. the majority of the time a tech was booked on due to the hits having a 2 hour delay on them. Having the ability for customers to get these hits sent during the weekend will without doubt reduce the need for them to stay in during the morning/afternoon waiting for a technician that might not even be needed