Thread: NTL Customer Services: Your personal experience
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Old 30-12-2005, 15:15   #676
sollp
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Re: NTL Customer Services: Your personal experience
Quote:
Originally Posted by nate
CS and TS for me have been great.






It took a long time, a lot of frustration, but we got there, yet it seems CS staff STILL were not in the know about the product, even on the day of launch!

It leads me to believe that NTL's CS team are not informed very well of new products and upgrades. Some seem to know, others don't.

I think that some learn from customers that new products are available, enquire about it with their managers and the like, and learn from that experience.

Others, flat out deny any such product exist and do this all day, don't bother to ask anybody, despite that fact they may have been asked about the product dozens of times.

The fact remains however, NTL are not communicating, or not communicating properly, to front line staff.

This certainly was the case when I worked @ NTL Tech in Newport, 2002-2004.

There was a comment that was frequently heard around the call-centre;
NTL, The complete communications company; except when it comes to communicating anything to their staff.

Seems this still stands true.
This is still the case in most areas of NTL, information is scare, when projects or trials happen the info isn't given out to all staff who will be affected. The management has been tied up for years in saving money and getting the company ready for a merger with Telewest, consequently every few months the various departments are shuffled about as they try and fit departmens into varying roles or under the leadership of another director or new directors and management structures are made up and no department can get to grips with what is happening, processes are written up then ignored, departments fight to resist in paying for projects or new equipment or general day to day things as they are trying to avoid there department having the expense taken out of there budget so try and off load onto another department even though a process was written up stating who is responsible for what. Concequently everyone is looking after number one, too worried to question anything,(don't want to stand out) ect

I could go on!
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