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Originally Posted by nfs6600
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
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Exactly... on the helpdesk where I work, we're open 9-5 on Sundays but have no engineer cover and 2nd level support finish at 2pm. However, in those last 3hrs, we can get calls that we can fix without the need for an engineer or a colleague from a higher level of support... dont get me wrong, we still get other things we cant fix, but they can then be dealt with first thing on Monday morning.
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Originally Posted by wsf86
Networks Engineer do, and always have, worked on-call on Sunday.
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I was not aware of this, but are these are different engineers to those that would be assigned to onsite residential repairs? (onsite as in the person's home who reports the problem)