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Originally Posted by jonbr
Things I dislike about NTL:
1) Too many options when you phone them with too many messages - give us the choice of a central phone number or multiple direct numbers cutting out the options.
2) The different stories you get from different people in the same department - BB support, some say a loss of cable modem connection and a bad analogue TV signal are related, some say not.
3) The appauling sales service - missed appointments, installs not arranged etc.
Some would say only three dislikes isn't bad, but when I only have one like that's not good.
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1+2 are the same as most support call centres though, 1 is there to make sure you get through to the right department/line, if people were given a list of direct numbers they'd ring the wrong one. And the queuing and the directing are meant to make sure the first time you get through to who you need to. Remember quite a lot of ntl's user base, as with other things, tends to be n00bs not that I mean that in a derogatory sense.
2. That depends on the operator and is a catch 22 situation. Often there's not a clear-cut answer and depends on the scenario- but the principle is more important because on one hand we have people moaning that the call handlers are forced to use flowcharts and can't use their own initiative and on others people who moan that sometimes they are left to their initiative and come up with slightly different advice: granted, I don't know the precise workings of NTL but i would assume they'd log customers' calls and also have a lot of information available to their call handlers- so maybe better training is the answer.
3 I agree with though.