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Originally Posted by homealone
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Originally Posted by etccarmageddon
they aren't NTL associates though - are they? they're staff from a dodgy Indian company sub contracted from NTL. and their responses clearly are crap.
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While they are on the end of an NTL line, as far as I'm concerned they are employed by NTL, however indirectly. My point is, that whoever employs them, is clearly failing to provide proper training & communication - calling the front line staff 'idiots' does not address that problem. I'm not defending the 'service' being provided, just suggesting that the person you first contact on the phone is not the root cause of the problems with that service.  |
Actually, I agree. It's not fair to blame the person on the front line, without knowing how they have been trained. After all, most people online wouldn't know a TCP/IP or UDP packet if it came an slapped them in the face. They certainly wouldn't know the difference.
I realise that the service is outsourced, so NTL has no direct control. However, as joe soap probably won't know he is actually dealing with IBM, and not NTL, it is NTL who look bad when things like this happen, so I would have thought it to be in NTL's interest to ensure minimum levels of knowledge for all customer-facing staff, and also to test the centres regularly.
For instance, one company I worked for was rumoured to emply fake customers to come in to a shop I worked in to buy things, complain etc, to see how staff reacted. NTL could employ fake customers to phone up these call centres.