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Originally Posted by ian@huth
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.
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Thats a good idea, I feel more at ease knowing an estimated time of wait, and having the choice of where my call is taken would be great.