Cable Forum - View Single Post - NTL Indian support centres

Millay · 12-07-2005, 12:22

I think a lot of the problem with the script, and the indian employees limited english, is they cannot use normal communication tecniques to help solve a problem, IE A brisitsh support worker can normally guage someones age and ability through there voice patterns, language use etc... Allowing the CS bod to focus on different things.. IE ensuring there running just supplied kit.

I had a customer phone me the other day who said the indian call centre had told him to return his PC to the shop, as it wasnt accpeting his IP.

Infact the problem was he has a router between his cable modem and computer. reboot of the router and all was solved.

I think this may have been avoided if the Customer Service bod had been able to leave the script a little and start enquiring about the user set up..

12-07-2005, 12:22	#8
Millay Inactive Join Date: Oct 2003 Location: Portsmouth Age: 48 Posts: 1,689	Re: NTL Indian support centres - a plea to NTL I think a lot of the problem with the script, and the indian employees limited english, is they cannot use normal communication tecniques to help solve a problem, IE A brisitsh support worker can normally guage someones age and ability through there voice patterns, language use etc... Allowing the CS bod to focus on different things.. IE ensuring there running just supplied kit. I had a customer phone me the other day who said the indian call centre had told him to return his PC to the shop, as it wasnt accpeting his IP. Infact the problem was he has a router between his cable modem and computer. reboot of the router and all was solved. I think this may have been avoided if the Customer Service bod had been able to leave the script a little and start enquiring about the user set up..