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Originally Posted by Mr.Moony
Well untill you sit here on the end of the phones, what you know = Nothing.
Keep Trying
Ohhh an Btw our systems arent handled by NTL (Duhh)
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And this was relevant to my post how? It is exactly this kind of attitude that is directly linked to the hugely mediocre service offered by BBTS.
You seem to think I know nothing about how call centres work, yet you know nothing about me, what I do or what I can bring to the party. I do believe to some extent in the saying 'if it ain't broke, don't fix it' but I don't think even you sat there with your never ending stream of callers in the queue could honestly say 'it ain't broke'.
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Originally Posted by Mr.Moony
See now this is how calls would go up.
Mr.Jones here cant connect to the internet. He may currently think 'hmm its probably a local outage, il give it a couple of hours then ring'
However Mr.Jones knows he doesnt have to pay for this call, so its probably worth ringing up the free technical support number.
/40 minutes on hold 'Ohhh it was a local outage, thats ok I dont pay for this anyway'
Mr.Jones has just caused Mrs.Maple who cant receive her emails an extra wait.
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Which is exactly how my previous suggestion would work, becuase the 'reception' would handle this, having access to such outage information and could inform Mr Jones of the problem. Mrs Maple therefore gets put straight through to TS even quicker.
In addition, don't forget that there is already a freephone status line - which usually updated so long after the outage begins to render it useless.