Cable Forum - View Single Post

abstract78 · 04-08-2006, 18:46

Hi all

I work in manchester customer services. Agents now are told to give out there full name if asked for, they even want you to promote it at beginning of call now. Wait times are high for moves, it may be due to apathy in the department due to job security, but it seems measures have been put in place and average time this week has been approx 15 mins, from 40 mins last week. Customer Relations are being hit very hard, partly due to calls being misdirected to them and high volumes, apparently they are currently recruiting.

Quite right about Virgin, the company hasnt rebranded because a) they have a lot of work to do and b) Richard wont allow it.

One thing im willing for there is 1 billing system. It would make things so much easier for us and the customer. There are currently 4, each with its own process and resolutions. Thats starting soon.

From an internal point of view I have seen things are being shaken up and things are changing, but this isnt going to mean anything to people sitting in a queue for 30 mins trying to do a simple task.

Oh and this is my first post so be gentle with me. I will try and advise to the best of my ability!

04-08-2006, 18:46	#30
abstract78 Inactive Join Date: Aug 2006 Posts: 1	Re: How to cancel ntl services? Hi all I work in manchester customer services. Agents now are told to give out there full name if asked for, they even want you to promote it at beginning of call now. Wait times are high for moves, it may be due to apathy in the department due to job security, but it seems measures have been put in place and average time this week has been approx 15 mins, from 40 mins last week. Customer Relations are being hit very hard, partly due to calls being misdirected to them and high volumes, apparently they are currently recruiting. Quite right about Virgin, the company hasnt rebranded because a) they have a lot of work to do and b) Richard wont allow it. One thing im willing for there is 1 billing system. It would make things so much easier for us and the customer. There are currently 4, each with its own process and resolutions. Thats starting soon. From an internal point of view I have seen things are being shaken up and things are changing, but this isnt going to mean anything to people sitting in a queue for 30 mins trying to do a simple task. Oh and this is my first post so be gentle with me. I will try and advise to the best of my ability!