Working for the company - Page 4

the devil · 24-02-2004, 12:05

Quote:

Originally Posted by shocked

hello Devil..!!
how r u? i work in the cmc not telling where incase i'm getting watched!!
heheeee!!

nice to meet you though.

ur rite though, it is bliss at the mo...better make the most of it i guess! not gona be like this after the 3rd!

i reckon we should go on strike!

Hey Shocked how r ya?, great idea bout striking but not gonna happen. I have discussed this with other people, although most staff moan they never back you up when you voice your discontent. If more staff weren't so spineless we could get better working conditions & stop the management treating us like cattle.

shocked · 24-02-2004, 12:18

Quote:

Originally Posted by the devil

Hey Shocked how r ya?, great idea bout striking but not gonna happen. I have discussed this with other people, although most staff moan they never back you up when you voice your discontent. If more staff weren't so spineless we could get better working conditions & stop the management treating us like cattle.

now that is true.....can i just ask u Devil, if a tech has an am job wot time should he be going out to the customer? cuz i thought it was between 8 & 12...just me wondering thats all....!!!

it ain't really the staff...i mean wot i've noticed where i am the people have lost a lot of moral....the staff can't be happy and enjoy work if they have no confidence in the systems. the working conditions are fine....apart from parking of course..! i know in one of the call centres if u wana drive to work u have to park miles and miles away!!!!

Florence · 24-02-2004, 15:01

Quote:

Originally Posted by the devil

Thank you for welcoming us, life here in south central is getting most of us down, the management seem to have seriously lost their way.

I didn't know they ever knew the way wasn't they lead in blindfolded.

Quote:

Originally Posted by shocked

as long as the stats are ok wot more do they care about? as long as the managers look good in front of the 'big bosses'

Have they ever looked good

Quote:

Originally Posted by shocked

i mean, my job if i remember correctly when i signed my contract was to be a customer service representative.....which i thought (correct me if i'm wrong) i help people (customers) when they need it?! not wait till they've been on the fone six mins then hurry up with the call so i can get my ccall handling time down.
aaaaaarrrggggghhh!!! this place does my nut in

Wasn't being

in the job discription?
Tell them that the customers would like a CSR that has the time to deal woth the customers problem correctly. not rush it through to make the figures look good.

shocked · 24-02-2004, 17:20

Quote:

Originally Posted by Kitty

Wasn't being

in the job discription?
Tell them that the customers would like a CSR that has the time to deal woth the customers problem correctly. not rush it through to make the figures look good.

my point exactly! 4get the management....i'm here to do a job so i'm gona do it...!!

oooops...i mean erm....

24-02-2004, 17:57

Quote:

Originally Posted by the devil

Thank you for welcoming us, life here in south central is getting most of us down, the management seem to have seriously lost their way. It wouldn't be so bad if they just listened to us once in a while. I was just talking to one of the guys in customer services here, he's losing his flat & desperately needs somewhere to live before the end of march...the manager wouldn't even let him have his dinner a coupla hours later on friday to look at a house & now someone else has took it - seems the company don't give a damn about us.

The company never did. Saying that, i rememeber my managers (i was customer services) being great, got on with all of them, and most were disillusioned about the company as much as anyone. Are you Cov? if you don't want to post it then pm me, as its a good chance we may know each other

the devil · 24-02-2004, 18:01

Quote:

Originally Posted by shocked

my point exactly! 4get the management....i'm here to do a job so i'm gona do it...!!

oooops...i mean erm....

Managers? mismanagers more like. I tell my TM every time I have a 121 that subs want people to sort out the problems not rush the job & do it half assed. Trouble is its a vicious circle, loadsa calls cos loadsa problems, to reduce the amount of calls coming in we need to spend more time with each customer to get problems sorted so they don't need to call in another 10 times thus reducing repeat calls. But to do this the call handling time will increase so abandonment rate will increase but look at the bigger picture - if problems sorted first time then repeat calls not necessary & less waiting for customers. I have just got off a 20 minute call where customer had billing issues because someone didn't take payment properly, wasn't until we went back to last august & checked every bill & every payment that we found the payment not processed. Now he's happy but I got moaned at for taking so long on call. I NEED A BEER!

albone · 24-02-2004, 18:04

Good on ya! I have had dealings with quite a few different ntl staff over the years and I must admit I have had very few complaints. They are curtious and (when you get the chance) very careing. But I have been on here long enough to realise all's not well behind the scenes. We all appreciate the info we are able to get. And hope that it doesn't send you all totally mad but then this is NTL we are talking about!
and just for you m8 how about this one!

shocked · 24-02-2004, 18:26

Quote:

Originally Posted by the devil

I have just got off a 20 minute call where customer had billing issues because someone didn't take payment properly, wasn't until we went back to last august & checked every bill & every payment that we found the payment not processed. Now he's happy but I got moaned at for taking so long on call. I NEED A BEER!

i just had a well long call.......ARRRRGGGGHHHH!!!! guess wot?? triple billing.....on wot??? guess???? the new and improved system..!!!!! think i mite join u in the pub..!! see u down there?

Florence · 24-02-2004, 18:43

Quote:

Originally Posted by the devil

Managers? mismanagers more like. I tell my TM every time I have a 121 that subs want people to sort out the problems not rush the job & do it half assed. Trouble is its a vicious circle, loadsa calls cos loadsa problems, to reduce the amount of calls coming in we need to spend more time with each customer to get problems sorted so they don't need to call in another 10 times thus reducing repeat calls. But to do this the call handling time will increase so abandonment rate will increase but look at the bigger picture - if problems sorted first time then repeat calls not necessary & less waiting for customers. I have just got off a 20 minute call where customer had billing issues because someone didn't take payment properly, wasn't until we went back to last august & checked every bill & every payment that we found the payment not processed. Now he's happy but I got moaned at for taking so long on call. I NEED A BEER!

Well lets say you deserve a medal for giving the customer the time needed to sort out the problem and tell the person who moaned to get their but on here so we can enlighten them on the best way to stop recalls..

Scarlett · 25-02-2004, 20:55

Quote:

Originally Posted by shocked

now that is true.....can i just ask u Devil, if a tech has an am job wot time should he be going out to the customer? cuz i thought it was between 8 & 12...just me wondering thats all....!!!

it ain't really the staff...i mean wot i've noticed where i am the people have lost a lot of moral....the staff can't be happy and enjoy work if they have no confidence in the systems. the working conditions are fine....apart from parking of course..! i know in one of the call centres if u wana drive to work u have to park miles and miles away!!!!

I know its a big step but I'd vote with your feet. You've obviously got the skills that would be better appreciated elsewhere.

Scarlett,

Back for the moment!

Scarlett · 25-02-2004, 20:58

Quote:

Originally Posted by Kitty

Well lets say you deserve a medal for giving the customer the time needed to sort out the problem and tell the person who moaned to get their but on here so we can enlighten them on the best way to stop recalls..

I second that one, have two

I was soooo happy when the Co I used to work for took the callcenter in house and the CHT* went out the window and they just said don't break rule 7**... Ah bliss (appart from the fact that I wanted to be programming and not answering phones...)

Scarlett.

* Call handling time for those who have not been touched by the curse.
** Rule 7 : Do not take the ****.