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Originally Posted by jklm13
So back to the original reason for the thread. A plea to NTL to not continue with the Indian tech support, thirteen pages of predominantly disgruntled customers. Is this enough for NTL to pull their fingers out of their arses or are they as usual unconcerned about customer feeling.
I originally had broadband with NTL as my phone and TV are also with them, so it seemed logical to continue. I am now looking at alternative ISP's as this is the last straw for a non-techie like me.
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Unfortunately I can't see 13 pages of complaints stopping NTL from choosing to outsource call center work to India. Yes there are problems with language barriers when calling India but the guys and gals in the Indian centers are often trying their very best to answer calls correctly and many of them take great pride in working for companies like NTL and BT in India as those jobs are very much sought after. (I know for sure that BT has at least 1 doctor working in their call center part time as the money is so good in India) At the end of the day it comes down to money, using call center staff in India is significantly cheaper than using the same number of staff here, would you rather they employed 100 British call center staff or 400 Indian call center staff?
Yes it's annoying that many TS and CS people work from scripts BUT that is how they are supposed to work. More experienced and knowledgeable support staff will often recognise what the issue is and be able to skip sections or direct the caller down the route they need to take with answers BUT calls and staff are monitored regularly to make sure they are not deviating from their role and from the "script" as that is where mistakes can occur very easily.
Currently we have problems with our connection, due I'm sure to a network fault somewhere in our area but my only problem with the person we contacted in CS the first time was the fact that he blatantly saw a router as his get out of jail card instead of running tests to see if there was indeed a network fault as we were pointing him to. Obviously if we had managed to get the tests done first time we would have been in a better position to chase up the problem that we still seem to have but now it's Sunday and to be honest even if we call I can't see anything happening now till Monday.