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Originally Posted by nfs6600
Yes but again this would be subject to abuse I feel. We once had a customer cancellation line which customers used if they wanted to cancel a technician attending. 2 days after going live it was under abuse. Word had obviously spread of it's short call q's and people called wanting to report faults and demanding engineers. it got so bad that it was taken down around a week after going live.
There is no easy answer on reporting of open cabs. Most departments don't know who to send it to. Often we get an email from another department who recieved the information in error. I webbased form for employees I think would be better to ensure its passed to the correct Team
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If the online form is designed to only allow bits of info, it would only work for box reporting... i.e. combo boxes for postcode where the box is (one for each character of the postcode). A number box for entering in nearest building number and another combo box to select type of problem (doors open/missing, road accident etc) and a button to submit it.
Perhaps make people login to the site using their account login - would stop anyone just filling it in willy-nilly...
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Originally Posted by ian@huth
The remedy is in NTL's hands and if they do the job correctly customers will be more than ready to help them.
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indeed. I reported the box near us a few weeks ago... the door is propped up against the box, but still not on its hinges. I will be calling them again later. If we all made a point of reporting boxes when they're left open or vandalised or the doors are missing, NTL should realise the trend of more calls for such issues and the powers that be
should do something about it. No call centre can continue to take so many calls for such issues.