NTL is call centre with longest wait in Mirror test - Page 8

orangebird · 14-09-2004, 11:23

Quote:

Originally Posted by Neil

Something I have been saying for a very long time.

No ****, Sherlock

Most of the employees at ntl have been saying the same thing too....for an even longer time....

scrotnig · 14-09-2004, 11:29

Like I've said, no one high up at ntl thinks there isn't a problem, they KNOW there are problems with call waiting times and standards of service, and they know where they want to be.

ntl is sadly not cash rich like Sky and BT and is not able to simply throw money at the problem...this approach rarely works anyway.

Having to do it on a comparitively tight budget means it's more likely to be done right, and that is what we are finding.

scrotnig · 14-09-2004, 11:30

Quote:

Originally Posted by orangebird

No ****, Sherlock

Most of the employees at ntl have been saying the same thing too....for an even longer time....

There are SOME senior staff who are not in that bracket though.

I can think of one here in NW who I have a great deal of respect for. Unfortunately my department has not come under his jurisdiction since February, but when I move departments at the end of the year I will be so again.

Russ · 14-09-2004, 11:34

Quote:

Originally Posted by Mark B

ntl is sadly not cash rich like Sky and BT and is not able to simply throw money at the problem

Yet ntl were able to give ALL tech support agents a minimum of a ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£3000 per annum payrise back in november 2001 whilst allowing us to work for an hour and a half less per week, all for doing EXACTLY the same job and the same work.

Let's not forget that ntl were in the middle of chapter 11 at the time.

orangebird · 14-09-2004, 11:36

Quote:

Originally Posted by Russ D

Yet ntl were able to give ALL tech support agents a minimum of a ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£3000 per annum payrise back in november 2001 whilst allowing us to work for an hour and a half less per week, all for doing EXACTLY the same job and the same work.

Let's not forget that ntl were in the middle of chapter 11 at the time.

Wasn't that to bring everyones t&c's in line Russ?

Neil · 14-09-2004, 11:40

Quote:

Originally Posted by Mark B

Like I've said, no one high up at ntl thinks there isn't a problem, they KNOW there are problems with call waiting times and standards of service, and they know where they want to be.

ntl is sadly not cash rich like Sky and BT and is not able to simply throw money at the problem...this approach rarely works anyway.

Having to do it on a comparitively tight budget means it's more likely to be done right, and that is what we are finding.

Mark (with respect)...

The problems that we are discussing here have been typical of ntl for many years. It's no different now to when I 1st got them to install me some 7 years ago.

There have been many management changes over the prevailing years, but ntl still suffer with the same old problems-BS/no call backs/getting cut off/long wait times etc etc.

Russ · 14-09-2004, 11:47

Quote:

Originally Posted by orangebird

Wasn't that to bring everyones t&c's in line Russ?

No idea

orangebird · 14-09-2004, 11:50

Quote:

Originally Posted by Russ D

No idea

I think it was - ntl were trying to (legally) align all the different aquired comany employees' salaries, t&c's, working hours etc. They weren't just giving money away.....

Neil · 14-09-2004, 11:56

Quote:

Originally Posted by orangebird

I think it was - ntl were trying to (legally) align all the different aquired comany employees' salaries, t&c's, working hours etc. They weren't just giving money away.....

No-they only do that for the directors.....

Russ · 14-09-2004, 12:14

Quote:

Originally Posted by orangebird

I think it was - ntl were trying to (legally) align all the different aquired comany employees' salaries, t&c's, working hours etc. They weren't just giving money away.....

So how long were they alowing people to get away with that for before they changed it??

orangebird · 14-09-2004, 12:15

Quote:

Originally Posted by Russ D

So how long were they alowing people to get away with that for before they changed it??

Get away with what??

Russ · 14-09-2004, 12:20

Never mind, it's off topic.......

scrotnig · 14-09-2004, 12:25

Quote:

Originally Posted by orangebird

I think it was - ntl were trying to (legally) align all the different aquired comany employees' salaries, t&c's, working hours etc. They weren't just giving money away.....

In Nov 2002 I was working in credit control, and the salaries were increased by 8% on average, AND a generous commission structure brought in.

This was done simply because they needed to retain and attract the best people to the job, they could have carried on paying basic wages but the quality of people would have gradually gone down.

This was a business decision taken to ensure consumer debts were being handled by the best people possible.

I would guess that a similar scenario existed in tech support. They need good people there.

It's not that ntl has NO cash, it's just that the cash they DO have has to be spent wisely. Too often in the past money has been thrown at problems with no discernible impact. Those days are gone.

Russ · 14-09-2004, 12:27

Quote:

Originally Posted by Mark B

I would guess that a similar scenario existed in tech support. They need good people there.

Questions remain to this day about whether they succeeded on that....

Quote:

Originally Posted by Mark B

Too often in the past money has been thrown at problems with no discernible impact.

Purchase of nthw.com?

scrotnig · 14-09-2004, 12:30

Quote:

Originally Posted by Russ D

Questions remain to this day about whether they succeeded on that....

There ARE good people there, I speak to them regularly.

Quote:

Purchase of nthw.com?

Agreed, but that sum was peanuts, I am talking the BIG money that used to get splashed around.

Plus, the intention with buying that site was actually good, it just got lost in the translation somewhere.....