500 New Jobs in Manchester

Some good news at last, 500 New jobs are being created in the Manchester area...

COMMUNICATIONS giant ntl is creating 500 new jobs in Manchester in a huge reshuffle of its 14 national call centres. Around 450 jobs will be available in telesales and customer services, with an extra 50 installation positions in the region.

The company is creating 350 positions at its Wythenshawe customer service centre and 100 at its Baguley telesales office.

http://www.manchesteronline.co.uk/bu...reshuffle.html

[Nemesis]

Just hope they get some decent training before they pick up a call ... I mean the AA give 96 hours of training before their operators "go live" ...

[Escapee]

Originally Posted by Mick

Some good news at last, 500 New jobs are being created in the Manchester area...



http://www.manchesteronline.co.uk/bu...reshuffle.html

Sorry not looking to pick a fight with anyone, but yet again its call centre people. How many people do ntl need sat in front of PC's whilst the networks are falling to pieces hrough lack of maintenence and staff shortages.

Anyone with an ounce of sense would see that the huge increase in calls they are getting could be something to do with the cuts at the sharp end!

These people sat in front of PC's are not going to fix the real faults out there.

[Chris W]

I see your point... but at least people would only be moaning about the broken network, not the wait times on the phone as well!

oh and manpower are recruiting for technical support staff as well btw

[Escapee]

Originally Posted by monkeybreath

I see your point... but at least people would only be moaning about the broken network, not the wait times on the phone as well!

oh and manpower are recruiting for technical support staff as well btw

Yes, but I bet the technical support staff are sat behind a PC not getting their sleeves rolled up fixing the many faults on the network!

[scrotnig]

Hmm well new jobs in Manchester or not, it hasn't stopped my job from being made redundant!

Plus, I think this was announced yonks ago anyway.

[ian@huth]

Originally Posted by Escapee

Sorry not looking to pick a fight with anyone, but yet again its call centre people. How many people do ntl need sat in front of PC's whilst the networks are falling to pieces hrough lack of maintenence and staff shortages.

Anyone with an ounce of sense would see that the huge increase in calls they are getting could be something to do with the cuts at the sharp end!

These people sat in front of PC's are not going to fix the real faults out there.

They may be mainly call centre staff but they are required to fill the gaps left by call centre staff in other areas being made redundant. NTL had 13 call centres at the start of the year and will end the year with 3. The customer should benefit at the end of the day by rationalisation within the company which gets rid of the umpteen different systems that they inherited.

There are also 50 installation positions mentioned which should have a knock on effect of releasing network engineers to concentrate on the network rather than service calls.

Properly trained call centre staff can reduce the need for some engineer call outs and take a lot of aggro out of customers with problems if they take responsibility for resolution of the problem.

[Escapee]

Originally Posted by ianathuth

They may be mainly call centre staff but they are required to fill the gaps left by call centre staff in other areas being made redundant. NTL had 13 call centres at the start of the year and will end the year with 3. The customer should benefit at the end of the day by rationalisation within the company which gets rid of the umpteen different systems that they inherited.

There are also 50 installation positions mentioned which should have a knock on effect of releasing network engineers to concentrate on the network rather than service calls.

Properly trained call centre staff can reduce the need for some engineer call outs and take a lot of aggro out of customers with problems if they take responsibility for resolution of the problem.

The 50 installation positions will have no effect, I can't see how it will ? service techs or network techs do not carry out installs. I somehow dont think these installation positions are actually for installers, I may be wrong but I think this again sounds like more office based people shuffling paper around, why would they be taking on 50 installation people in manchester alone if they are installers?

I would never disagree that properly trained call centre staff reduce unwanted callouts, the fact is though service calls are going through the roof for network faults, but are being treated as single customer service faults. thats something that call extra centre staff can do nothing about, that requires suitably experienced arms and legs out in the field.

[ian@huth]

Originally Posted by Escapee

The 50 installation positions will have no effect, I can't see how it will ? service techs or network techs do not carry out installs. I somehow dont think these installation positions are actually for installers, I may be wrong but I think this again sounds like more office based people shuffling paper around, why would they be taking on 50 installation people in manchester alone if they are installers?

I would never disagree that properly trained call centre staff reduce unwanted callouts, the fact is though service calls are going through the roof for network faults, but are being treated as single customer service faults. thats something that call extra centre staff can do nothing about, that requires suitably experienced arms and legs out in the field.

The way that you talk you make it sound like network techs are not looking after the network through having to do the work of service techs. This makes me presume, rightly or wrongly, that service techs may be doing installations.

It could be that some network faults are treat as single customer faults through inadequate training of call centre staff and apathy amongst staff who know they are to be made redundant.

[altis]

Originally Posted by ianathuth

They may be mainly call centre staff but they are required to fill the gaps left by call centre staff in other areas being made redundant. NTL had 13 call centres at the start of the year and will end the year with 3. The customer should benefit at the end of the day by rationalisation within the company which gets rid of the umpteen different systems that they inherited.

There are also 50 installation positions mentioned which should have a knock on effect of releasing network engineers to concentrate on the network rather than service calls.

Properly trained call centre staff can reduce the need for some engineer call outs and take a lot of aggro out of customers with problems if they take responsibility for resolution of the problem.

Agreed... so long as the customers can understand the 'Terry Christian' accent

Hey altis (our kid ) not all us Mancunians have a 'Terry Christian' accent you know.

[altis]

I know - I were brung up in Sale

[paulyoung666]

dont shoot me for saying this but take it out of an ntl context and whichever way you look at it 500 jobs created is good in anybodys book, just think , 450 of them could have been outsourced to india

[Escapee]

Originally Posted by ianathuth

The way that you talk you make it sound like network techs are not looking after the network through having to do the work of service techs. This makes me presume, rightly or wrongly, that service techs may be doing installations.

It could be that some network faults are treat as single customer faults through inadequate training of call centre staff and apathy amongst staff who know they are to be made redundant.

I can certainly say network techs are not looking after the network in South Wales, some while ago orders came down the line to concentrate on customer service calls and ignore the network. I have heard many hilarious stories from old friends and collegues still working as network techs, one told me he was informed of a network fault affecting a couple of hundred customers but told not to attend the fault until he had cleared his days single customer service calls. He was on call so the large network fault had to wait a few hours until he had cleared his days calls.

Many of these silly situations are going on daily, network techs are getting 7-8 service calls a day so they have no time to look after the network. very often a network tech will be on service calls and has the ability to sort out the customers problem but has to leave it because its a network fault and anyway why should he care, he will only get his backside kicked for not completing the days service calls.

I was always uner the impression that Network maintenence people running around like chickens with their heads chopped off was a bad sign, if they are sat in the headend with their feet up everything is running smoothly.

Service techs were helping out with installs, I'm not sure 100% but thought this had stopped now in the local region. They were helping due to the large churn of customers that ntl was experiencing.

[andrew_wallasey]

When you say Manchester isnt that the whole of the north west?