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Originally Posted by Russ D
I may be wrong but the impression I get here is that some people imagine ntl's tech support people to be clueless unless a script is provided - whereas that might be the case with some employees, in my experience that's the minority. The rest have enough savvy to be able to offer 'courtesy support' - advice from their own experience and expertise.
If the fault is ntls then the agent will either use tools at their disposal to solve the matter or will escalate it to a department who will work on it.
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I dont know what I think, it could be NTL have told the tech's to stick to their script strictly and if it isnt possible fob of the caller, or it could be the tech's just dont have the knowledge. I know the situation was much better before it got outsourced and I seen someone with similiar experience of outsourcing drop of quality in service on demon posting on adslguide. UK call centre's always had a backup option in place in that if you not satisfied can speak to a supervisor so a second chance to resolve the problem so to speak and from my own experience they tend to have been more willing to help outside the scope of the script. People who lost their job because of the outsourcing should be proud of themselves because they did a better job then who is doing it now in india.