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Originally Posted by huxleypiguk
People seem to thinks that if all these jobs were in the UK then everything would be OK. FACT: You cannot get people with the necessary technical knowledge to work in callcentres in the UK. I remember when tech support for ntl: was in Newport and there was often 100+ calls in the queue.
So lets pay them more shall we ? Maybe 20k for an Internet tech ? Fine, but guess who will be squarking when their bills go up to employ them !
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Were the queues that length because they could not get people with the necessary technical knowledge or because NTL would not employ enough operatives to keep the queues down? NTL staff who had the necessary technical knowledge lost their jobs which could have been retained if overseas call centres were only used for the overflow of calls which the UK call centres couldn't handle. Perhaps a better solution would have been to retain the UK call centres and have a telephone system which gave the caller the estimated time for their call to be answered with the options to press "1" to hold for a UK based agent or to press "2" to have your call handled overseas.