New Presentation Up at ntl.com

jtwn · 16-06-2005, 19:35

http://www.ntl.com/locales/gb/en/inv...Y%20June05.pdf

Whatever all that means

fireman328 · 16-06-2005, 20:05

Quote:

Originally Posted by jtwn

http://www.ntl.com/locales/gb/en/inv...Y%20June05.pdf

Whatever all that means

I will wait for the executive summary

Adlam · 16-06-2005, 20:15

Well I can see that the Customer Services has greatly improved, which it has in my opinion,, seems quite a few of the calls are now answered in within 20 seconds, I think it is 35%? Quite good really.

Mick Fisher · 16-06-2005, 22:19

My last 2 calls, 1 to CS and 1 to BB Tech Support went straight through without me having to wait in a queue AND both of my problems were sorted within minutes. I was both surprised and at the same time impressed. Well done Ntl, long may service on this level of excellence continue.

Mick

Shaun · 17-06-2005, 02:03

I take it step 4 is what's spured the talks with this sites Admins!

**Paul** · 17-06-2005, 02:40

Could well be

th'engineer · 17-06-2005, 11:32

But that is only for this year

surely you dont expect meaningfull discussion on customer issues

Nemesis · 17-06-2005, 11:40

Quote:

Originally Posted by th'engineer

But that is only for this year

surely you dont expect meaningfull discussion on customer issues

Bit negative there, and particularly short sighted considering we are already.

Matth · 17-06-2005, 22:29

Customer interface ... is that USB or Ethernet

Raistlin · 17-06-2005, 22:30

Quote:

Originally Posted by Matth

Customer interface ... is that USB or Ethernet

Have to be Ethernet, the USB drivers don't work

Nikko · 17-06-2005, 23:55

Quote:

Originally Posted by th'engineer

But that is only for this year

surely you dont expect meaningfull discussion on customer issues

It depends what meaningful issues the customer has had this year?

greencreeper · 19-06-2005, 01:33

Are those "Customer Services Metrics" fictional? Less than 3 minutes to answer a call?? Is that from when you leave the queue? Abandoned rate seems low too.

Adlam · 19-06-2005, 17:51

Well to be honest, they have improved alot, in the Swansea call centre if the queue is longer than 10 minutes not only do they inform you but offer a call back function where a worker will call back within an hour. Do not know if it just Swansea or not.