Thread: ntl Customer Charter
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Old 22-05-2006, 20:49   #19
SLM
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Re: ntl Customer Charter
Quote:
Originally Posted by tonecold
I work in Tech Support for another company and there is a team of ten of us serving the entire world. 1 and a half minutes is considered an EXTREMELY long time for our customers to wait before the phone is answered. Also, 2 minutes? I have never had the phone answered by NTL in less than TWENTY minutes...
What is the business you are in? What is you customer base? It sounds like you do not get very busy then, if it takes 1 out of 10 of you to answer the phone in <1 1/5 minutes, is something along the lines of

YOU...hello XXXX company how can I help
CUST...my radio is playing up can you help
YOU...I will just transfer you to someone that can help please hold
YOU...hello XXXX company how etc etc etc etc

I write this in jest but for what you write (and as you have made comparison to ntl which has a multi-million cust base) must be wrong.
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