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Originally Posted by Millay
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..
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As ian@huth said earlier, if this is a question that should have been asked, then the script should be modified so it is asked on each call in the future.
In my job role, I have been working on a procedure database to resolve problems. Previously we had to put the caller on hold, ask a colleague, if they didnt know, we asked another and so on until we knew what to do (i.e. not very useful). Everyone did things differently, used different tools etc - causing problems when going back to old records etc.
If we find we're not asking something we should, we update the procedure. If we no longer need to ask a question that we currently are doing, we remove it from the procedure. I do find personally that knowing how to fix some things means I do not need to read the procedure and as such just get on with fixing it. BUT, if the procedure is changed, I'll never know unless I read it... so no matter what experience a person has, the script should
never come superfluous (sp?) and the operator should always consult it.
As for indian call centres, I sometimes find their accents difficult to understand. In their defence, I'm sure my scouse/rochdale accent is difficult for them to understand - so its a two way problem... and this is before any advice is given!
I do not feel they are any less competant in doing their job as at the end of the day, the Internet is an internationally used medium. Broadband in different countries connect up in similar ways, its just trying to find a common ground in terms of instructing people how to fix their problems.
NTL is operating in the UK, so we need tech support advisors that speak english. They are employing indian people who are not too fantastic at speaking english. Let me point out schools who send kids away on trips to french as part of their education to help them learn the language. How better for them to learn English to help them do the job than to actually do the job?!
Yes, it will be difficult for all in the short-term, but going to the future, providing most of the current employees stick around, we should have a team that helps us and gets things fixed asap, and keeps costs down for NTL meaning more money for improving the network!!
(a long post I know... sorry)