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Originally Posted by Chris W
rolled out region by region- starting on 1st march and aiming for completion by end of june
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Umm no if they were starting 1st of March they'd have been going for months which they haven't - starting 1st June and finishing end of did you mean?
---------- Post added at 20:12 ---------- Previous post was at 20:09 ----------
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Originally Posted by Web-Junkie
Is this upgrade to 4mb due to the money they will save when they axe those 6,000 jobs?
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No it's stuff like offering 10Mbit for £12.99/month that's using the money they're saving with the outsourcing and job cuts. Assholes if they actually spent a few quid on improving service rather than just cutting prices they'd probably get better results in the form of a lot of happy customers sticking with them. Of course that takes skill, hard work and some modicum of giving a toss about your customer rather than just looking at the numbers which seems to be all ntl has been capable of as a company for years.
Hey looking on the bright side they'll have even less to worry about once they've outsourced, they'll just get a nice spreadsheet of average wait time for calls, call handling time, hey ignore that for example 95% of the calls the customer didn't get a first time resolution, that's not on the spreadsheet so who cares, eh?
Outsourcing is the hiding place of pathetic companies that don't want to be responsible for the experience that their customers have, and I'm damn proud to work for a company, an ISP at that, that has no outsourcing and all British customer services and technical support. We may not be perfect but at least we take responsibility for our customers from the huge business right down to the single residential customer paying a few quid a month.
It's not unknown for me to fire an email to a chap in tech support informing him of something as I've read something in a forum and needed to correct him, getting a grateful response and knowing that he's now a more informed member of staff and if asked that question again he'll be fine. He knows that if he needs to know things he can speak to me and I'll help where I can.
That's the advantage of inhouse service. Customer satisfaction is increased as the entire company from the people answering the phones for 10k a year right through to the more senior engineers on 40k a year feel a responsibility to their customers, as there's a direct line through the company linking them all.
Outsourcing REALLY blows in my opinion, a cowardly way out for companies that don't care about their customers and just want to get them off the phone as cheaply as possible.