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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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That response says a lot for NTL's systems (or lack of them).
Customers will usually only abuse a system if the correct method is getting them nowhere. Why do you think that this site was started in its many incarnations and still exists today. Customers (and NTL staff) need to know who to contact and how for a given situation. They need feedback on how their query / problem is being dealt with.
Going back to the cancellation line you mentioned could this not have been a menu item on the telephone system with no human intervention during the call?
Press 6 to cancel an engineer visit.
please enter your customer reference number after the tone.
in case we need to cantact you regarding this cancellation please give a contact telephone number after the tone.
This could then generate a printout at the appropriate department or whatever means of informing them, maybe ringing the cancellation department and repeating the information to them.
When setting up the engineer visit the NTL agent could inform the customer of how to cancel the visit and what information would be needed to do so advising them of their customer reference number which would be needed.