Poor Piggy

Ben · 28-04-2005, 18:31

Hiya all,

Jesus when will NTL learn treating your staff like this below is not going to help you. You NEED employes like this! Thats right punish those that help

that works

Anyway just FYI - I didn't know this was still happening.

http://forums.overclockers.co.uk/sho...3&page=1&pp=30

[EDIT] - yes yes casper sorry for pimping OCUK forums

Raistlin · 28-04-2005, 18:35

Hmmmm.....

Perhaps somebody in the NTL heirarchy needs to sit up and pay attention to this.

Whilst it's certainly no way to treat any member of staff, it's also (probably) leading to a degradation in the levels of customer service in some cases.....

Ben · 28-04-2005, 18:37

Quote:

Originally Posted by Raistlin

snip

Totally agree

Someone needs to get this sorted for poor piggy

by reading most of the thread it looks like it might be too late!! I think she is off which would be a shame as she sounds like she knows her stuff from other threads I have seen from herself.

Derek · 28-04-2005, 18:50

Sadly a lot of that goes on.

Either your manager lets you get away with murder and never picks up staff for doing not very much or they go totally over the top and pick up on absolutely everything.

There is way too much of focusing on the here-and-now without looking at the bigger picture (hey I could be a manager! I have all the jargon!)
If someone is giving good customer service (and god knows there is few enough of them) then as long as they are not totally abusing it they should be encouraged not hit with the gestapo techniques.

to Manpower for this one.

handyman · 28-04-2005, 19:19

I know those eyes in the siggy, thats one of our members here thats is... :-)

A particularly small female member, the type that could fit in your pocket

Ben · 28-04-2005, 19:20

Quote:

Originally Posted by handyman

I know those eyes in the siggy, thats one of our members here thats is... :-)

A particularly small female member, the type that could fit in your pocket

according to herself she doesn't post here tho

Russ · 28-04-2005, 19:22

You mean a person who is particularly 'helpy'?

28-04-2005, 19:47

Quote:

Originally Posted by Russ D

You mean a person who is particularly 'helpy'?

going by the name in the properties of that sig, I think you are correct

- and if so, when a person of her calibre is thinking of leaving, then it does highlight the stupidity of this kind of performance monitoring in a technical support role.

Russ · 28-04-2005, 19:51

Quote:

Originally Posted by homealone

going by the name in the properties of that sig, I think you are correct

Actually clicking on the sig itself will give you your answer....

jonifen · 29-04-2005, 00:14

I thought my job was crappy... I genuinely feel sorry for NTL's CS team after reading that :/

scrotnig · 29-04-2005, 00:20

Quote:

Originally Posted by jonifen

I thought my job was crappy... I genuinely feel sorry for NTL's CS team after reading that :/

It's not customer services though, it's technical support. Important difference. Customer Services at ntl is getting better and better by the day.

jonifen · 29-04-2005, 00:31

Quote:

Originally Posted by scrotnig

It's not customer services though, it's technical support. Important difference. Customer Services at ntl is getting better and better by the day.

Sorry, my mistake... I did mean the tech support - dont know why I said CS to be honest - probably related to the fact my eyes have wanted to close for the past hour

Chrysalis · 29-04-2005, 04:54

Does technical support have a lower priority for NTL or something as I find this very interesting.

At a guess I would say tech support is a harder job to do its less predictable what the customer will want and if you get a customer on the phone who has no clue about pc's then the call will take a while, whilst on customer services people will normally be just ringing for stuff like bill payments and package changes. So eg. if the target time is 10 mins for CS then a bill that takes 1 min to pay is gonna easily get someone in the quota. Or do CS have no such targets?

Manpower are obviously dumb thinking its better for a customer to have to ring back 3 or 4 times instead of once and dealt with properly, and dont try to make me think that NTL dont know about the poor service, I am sure they will have had complaints.

5 stars to the guy who had the guts to leak the truth.

29-04-2005, 10:04

I dont see what the problem is, I work in 1st line support, we have a 5min average call length.
25 agents supporting 140,000 users. we hit and smash our targets, green right across the board, GOS is 96% and thas after a major software release on monday.

Now I understand that to fix everything takes time, however if they are timing the calls, then i asume theres a 2nd and 3rd line support route? We use these, only about 60% of calls we get COULD be a first time fix. and I think we are actually hitting about 50% of these.

Oh yeah and incidently I work for manpower also.

Any disciplinary action has to have reason, if thye even tried to disciline him for call lengths he would appeal I would hope. I didnt appeal and took my first and final written for abusing email.

To me it sounds more like mis-management by the TL etc. and possibly a bit of sour grapes because things have changed and the job isnt as "cushty" as it used to be etc etc etc. Manpower are a good company to work for, you just need to understand that you are NOT irreplaceable.

Also can I point out, these rules may be enforced by manpower, however they are the rules by which NTL or IBM entered into the contract with manpower, so griping at a company that is bound by the same rules is not going ot get you anywhere. Manpower dont run tech support, manpower proide the people to staff tech support.

Monster Jedi · 29-04-2005, 13:51

I think the problem with that is P*** Poor Management