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Originally Posted by etccarmageddon
so why is one call centre 0845 and the other 0871? why is customer service a chargeable call? why is tech support a chargeable call at an even higher rate?
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Normally because the Technical Support calls are longer and cost Ntl more to handle than the Cust Service ones.
A
normal call to customer services can be dealt with in about 3-4 minutes by a competent CSR.
Even the best training technical staff will struggle to get past the initial troubleshooting and diags in that time.
They could redeem themselves slightly by bringing the tech support back to the UK with the money saved/made out the chargeable calls and put a cap on the time limit so if a customer has been on the phone for say 25-30 minutes they get a call back.
Can't see that happening though
