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Originally Posted by acoolwelshbloke
I know that NTL do not make any record of any calls, or at least very rare they do!
And if you want proof just try viewing my notes!
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It is compulsory for
every agent on
every call to log on a comment / Fault report on the account. Faults agents on average get Quality evaluated three times a month. If they do not leave log notes on the account and make the mistake 2 times within six months = informal warning, disciplinary etc. Agents who do not leave notes find they do not have a job pretty quickly.
In terms of recording of calls, calls are only recorded for Quality and training purposes only, as stated to you when you call NTL.
Quote:
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Originally Posted by acoolwelshbloke
Just to add, take a look around these forums for proof of the amount of people who have spent hours on the phone trying to resolve the simplest of faults/errors!
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From the posts I've read in the DTV / Telco faults section here, most the queries should be solved first time within NTL, as long as the customer has
clearly explained the problem and gone through to the correct Department (like some who report a fault to customer services and wonder why it's never resolved etc). Some faults do take a long time to fix and are more complicated than others, mistakes are made, sometimes those faults are not resolved first time round. I don't deny that happens. But you will find that in every company, not just NTL.
To get back on topic, I don't really have an opinion on whether the line should be chargable or not. Technical support has been chargable for a while now so it was inevitable that at some point Customer Services would be chargable too. However, NTL has invested a lot of money in the long term future of the company and its employees. It has taken more staff on, it provides better training and incentivex for its staff and there is a real drive to make quality improvements for the customer. To the cynic, you may argue NTL should be providing that already, maybe so but at least the company is doing everythng it can to improve the situation. You won't see the immediate effects of this, but in the long term it will mean shorter call queues and a better overall service.
Anyway thats just my opinion
