Cable Forum - View Single Post - [Merged] Tech Support to be charged at 0871 rate from 8 May

andygrif · 08-03-2006, 13:32

I can't remember where I read it (it might have been on here) a few days ago, but some clever bod had worked out that a call centre getting around 2,000 calls per day with an average call duration (including queues) of 10 minutes netted the company approx ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£180,00 0 per year.

Personally I think it's daylight robbery, the first rule of customer service is striking up a good relationship with your customer - not removing large sums of cash from them and invariably providing shoddy and inaccurate advice when you do get to speak to someone.

I think this is doubly true when people are calling from ntl owned lines, it costs literally nothing for those customers to dial ntl CS, but they still seem to think it's worth of paying for?!?!?!

08-03-2006, 13:32	#17
andygrif Inactive Join Date: Jul 2003 Posts: 2,820	Re: Tech Support to be charged at 0871 rate from 8 May I can't remember where I read it (it might have been on here) a few days ago, but some clever bod had worked out that a call centre getting around 2,000 calls per day with an average call duration (including queues) of 10 minutes netted the company approx ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£180,00 0 per year. Personally I think it's daylight robbery, the first rule of customer service is striking up a good relationship with your customer - not removing large sums of cash from them and invariably providing shoddy and inaccurate advice when you do get to speak to someone. I think this is doubly true when people are calling from ntl owned lines, it costs literally nothing for those customers to dial ntl CS, but they still seem to think it's worth of paying for?!?!?!