Cable Forum - View Single Post - NTL Indian support centres

Chrysalis · 12-07-2005, 21:04

andy raises a good point the fact that we never see indian sales call centres shows how much value is put into after sales support.

The problem defenitly is linked to scripted support, If the problem you have isnt referenced in the script you are basically SOL I still think its better to employ people who have knowledge of the product over customer service skills. A friend of mine who used to work for BT ADSL isp (old name bt openworld i think) was told to stop helping customers in his own way and follow the script he was also told to rush them of the line this frustrated him so he quit, people sitting alongside him who had much less tech knowledge got on better with the bosses because they were following the scripts and getting people of the lines leaving problems unresolved. Seems to be todays fashion of support.

12-07-2005, 21:04	#20
Chrysalis cf.mega poster Join Date: Sep 2003 Posts: 12,050	Re: NTL Indian support centres - a plea to NTL andy raises a good point the fact that we never see indian sales call centres shows how much value is put into after sales support. The problem defenitly is linked to scripted support, If the problem you have isnt referenced in the script you are basically SOL I still think its better to employ people who have knowledge of the product over customer service skills. A friend of mine who used to work for BT ADSL isp (old name bt openworld i think) was told to stop helping customers in his own way and follow the script he was also told to rush them of the line this frustrated him so he quit, people sitting alongside him who had much less tech knowledge got on better with the bosses because they were following the scripts and getting people of the lines leaving problems unresolved. Seems to be todays fashion of support.