[handyman]

Originally Posted by jrhnewark

Eh? I don't think I know you, do I?!

I'm sure you replied in another thread that you where 16, thus unable to take out an ntl contract for service, I was just being cheeky.







Just rattles me, wait till you've worked on the other side. Working in a few call centers I have to say ntl do a damned sight better than most. I was a team leader for Freeserve and it was outsourced too so double bad. Freeserve wanted only 10% of what should have been done as that was the level of support in the outsource SLA.







Some good news and I cannot be bothered to start a new thread so I'll tack it into this, was at an IT Managers conference on Tues and the consensus is that the IT community has jumped on the outsourcing bandwagon just because they did not have their own house in order and it was much cheaper. Now they are finding that outsourcing has negative effects and is not always as cheap and esp. if to India brings down the quality of the call so the view is that things will be brought back in house so generating lots of jobs in the UK over the coming years reducing the trend to outsource to India







Too much emphasis is put on metrics because thatâ₠¬Ã¢â€žÂ¢s what the bean counters can measure but what cannot be measured with accuracy is the extra mile that some CSA's can go to that will enhance the call quality and the customer experience.







If I can get my way I'll be developing some customer service training courses and will be targeting ntl amongst others.