Ntl Phone System

Jason1 · 14-07-2005, 09:40

Just calling ntl now, it seems they have finally lauched the system where if your call centre is busy you can press one enter a contact number and they will return your call within the hour, as powergen, bt etc already have.

Does anyone here now if this will be a permanent feature when calling all ntl depts if there busy ? most defiantly a vast improvement in cust service experience just need to sort out the attitudes and mumbling staff member i spoke too now

Bob · 14-07-2005, 09:45

Sounds like a good idea to me

Well done ntl!

Jules · 14-07-2005, 09:49

I hope it is permanent....well done NTL if it is

andygrif · 14-07-2005, 10:32

Great idea, but does it actually work?

Jules · 14-07-2005, 10:41

Quote:

Originally Posted by andygrif

Great idea, but does it actually work?

Oh yee of little faith....but you have a point lol

andygrif · 14-07-2005, 10:49

LOL...yes I do sound a little jaded don't I?

It's probably something to do with with only ever receiving one promised return call in the 9 years I've been with ntl...so I'm starting from a perspective of it not working....

...but if it does, then all credit to them.

shredder · 14-07-2005, 11:51

well i've been told it is a permanent thing - affectionately named Q Buster, and yep it does work - the agent recieves a message and provided the cmr left an ntl contact number we get the cmrs details on screen and Q Buster calls them back - if another number is left we just get the cmrs details when we call them back - easy peasy!

jonbr · 14-07-2005, 12:33

But doesn't this depend on the caller being given an NTL contact number, some thing that I have never been given when calling the call centres.

Chris W · 14-07-2005, 16:26

Quote:

Originally Posted by jonbr

But doesn't this depend on the caller being given an NTL contact number, some thing that I have never been given when calling the call centres.

eh?

this is the situation:

- call ntl
- long queue... Q Buster kicks in, giving you an option to get a callback
- leave a message with name and contact number (can be landline/ mobile)
- hang up
- wait
- Q Buster calls you back on the number given within the specified period
- Agent resolves problem

(possibly!)

Chrysalis · 14-07-2005, 19:58

is good if you actually get called back, I can see the scenarion where there will be a queue of people waiting to be called back and some will never get the call.

wsf86 · 15-07-2005, 13:48

Try leaving a message after 8pm on ntl's answer system and see if you get a call back then!!

Trust me, it won't happen.

Chris W · 15-07-2005, 16:11

Quote:

Originally Posted by Chrysalis

is good if you actually get called back, I can see the scenarion where there will be a queue of people waiting to be called back and some will never get the call.

Well i have used it three times and always had calls back

9083 · 15-07-2005, 16:31

its all part of NTL's new customer charter called the BIG 5.

it is supposed to rewduce churn and efficency

15-07-2005, 17:51

Quote:

Originally Posted by wsf86

Try leaving a message after 8pm on ntl's answer system and see if you get a call back then!!

Trust me, it won't happen.

well yes thats right. They will all be at home or do you want them on the phone 24 hours a day just for you ?

I do think you should get the call the next day.

wsf86 · 18-07-2005, 06:49

Quote:

Originally Posted by Bill C

well yes thats right. They will all be at home or do you want them on the phone 24 hours a day just for you ?

You missed my point completely.

Ntl say they will call you back and they don't, so they are not 'keeping their promises' as they like to promote. The issue of whether they should offer a 24/7 service is another matter completely (but by the way in this day and age I think it would be a good idea).