Sorry to see you go Andy, Jill speaks highly of you..
Like you I did faults and resigned from my job, my resignation letter was not as good, though the email I sent round the dept after I left did turn a few heads. What I will say is you left at a good time, some of your managers where at Teesside not long before i left looking at a project called Online Diagnostics (OLD). OLD is simply a joke, take highly trained experienced staff then tell them they have to use a 1st line diagnostices package with as many holes in it as a tea bag. Then tell them they are wrong anf the computer is right and you instantly wind up all your best staff. I feal real sorry for Jillsy if Belfast does end up with this.
On the other hand imagine my amazement at my present job. I was on Tech support and I got a for a broadband registration in error, Asked how to transfer the call and was told na huh
you take the call.
It does not matter what type of call comes through you handle it if you can, only if you can't do what comes through do you xfer or durect the customer to the right number.
And guess what most of the time except peak spots there are agents waiting to take calls. Oh and we are open 24/7 also.
Was sat on a hour call helping someone with a broadband problem for 54mins the other day, looking and waiting for someone to come over to tell me to wind up the call......but no one did.
Oks the moneys carp but the job is 100 times better than anything ntl can offer.
If ntl want to get close to offering decent customer service then they need to start addressing things from the bottom up over. Listen to the techs on the phones more, we always knew where the problems spot are and knew first. Most of the time they only interested in getting calls answered though not in sorting stuff out.
Once told one of the managers that they could lose 10 staff and still meet SLA's if done right thats £130,00 0 a year but no interest in actually improving the servioce offered. Constantly offered suggestions but none ever implemented, it's this bury your head in the sand and it will go away attitude that will be ntl's downfall in the end not some of the hard working staff that take the calls. Please go easy on them they have t0$$3rs for managers and can't help it.
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