NTL Tech support is in India - Page 11

carlingman · 25-02-2005, 01:10

The naivety of staff posting in this thread is nothing more than laughable.

Ok so at the end of the day they pay your wages and therefore you in return offer some kind of loyalty.

At the end of the day of like many and most organisations you have to remember you are nothing more than a figure (debit) on their books.

Please do not swallow all this respected employee crap any longer.

I like many have been there done that and got the t-shirt.

Example being in the NTL Newport days when being told by a Director of NTL that Cable Modem Support was the hub of the Business and the Future.

Then they brought guys in from Swansea saying they are not here to take your Jobs but to be trained by you so they can take overflow.

What happened, well yes you guessed it 90 techs from Newport were made redundant and the support routed to Swansea.

Same way happening now, which it will eventually be outsourced to India.

Outsourcing to Manpower/IBM is just the start so NTL can wash their hands and deny having any part of it.

Not quite so convenient and obvious with this where they can bring them in and sit next to you and poach your skills so they adopt a behind the scenes approach and route the calls thinking people wont cotton on etc.

I am now currently working on a consultancy basis for an unnamed company offering advice on how their call routing software will work and advising on its functionality and answering too many questions from their senior management to know which way this is going.

Does not take a genius to work out they are looking for ways to route their calls elsewhere without the current workforce knowing.

Sorry for the wake up call people but luckily for some the Network in this case cannot be managed remotely but the tech support side and billing side unfortunately can as in the case of many organisations.

Wake up and smell the coffee and be warned.

scrotnig · 25-02-2005, 01:25

Carlingman you are 100% right in all you say.

I have seen this sort of thing too many times, but still when I issue warnings of impending doom people laugh at me or call me 'negative'. Boy do I HATE that word. But I digress.

I predicted my last two redundancies, and in fact the more recent one I predicted last February and it wasn't announced until April. I even correctly predicted which office the jobs would go to. I have predicted again that my current job is headed for redundancy, not immediately but within 12 months. Again I am derided as negative, we shall see. The signs are all there. And again, I know which office it's going to go to.

Perhaps this is the real reason large companies seem to always be keen to ditch experienced staff in redundancy programmes. They know too much and are too long in the tooth to have the wool pulled over their eyes, they can see through everything that's done.

BBKing · 25-02-2005, 07:07

Quote:

Perhaps this is the real reason large companies seem to always be keen to ditch experienced staff in redundancy programmes.

Nah - much simpler than that - experience isn't included in the calculations of the cost of outsourcing (because it isn't quantifiable in financial terms), except inasmuch as experienced staff tend to cost more. Hence experience counts *against* you instead of for you. That's what you get with bean counters, I'm afraid.

BTW scrotnig, I don't find you negative at all - realistic would be a more appropriate adjective.

Chrysalis · 25-02-2005, 17:55

"Does not take a genius to work out they are looking for ways to route their calls elsewhere without the current workforce knowing."

could this be why my customer service call got routed to india?

Derek · 25-02-2005, 18:04

Quote:

Originally Posted by Chrysalis

could this be why my customer service call got routed to india?

No. The reason your call was routed to India was that either you chose the wrong option in the IVR (doubtful), the system had a dozy moment and randomly routed your call to India (even more doubtful) or you got through to somewhere in the UK with an employee who may not have English as a first language and with the current problems is poorly trained and will say anything to get people off the phone (more likely than option A or B)

Now repeat after me.

Customer Service calls are not going to India,
Customer Service calls are not going to India,
Customer Service calls are not going to India,

And repeat until it sinks in.

scrotnig · 25-02-2005, 18:10

Quote:

Originally Posted by Chrysalis

"Does not take a genius to work out they are looking for ways to route their calls elsewhere without the current workforce knowing."

Could this be why my customer service call got routed to india?

There's nobody in India taking customer service calls, as you've been told dozens of times by people who know.

Some people on this site are really starting to pee me off, arguing black is white all the time and refusing to listen to reason.

Chrysalis · 25-02-2005, 18:44

well its just been said they working on routing calls without the STAFF knowledge. Work that one out.

scrotnig · 25-02-2005, 18:51

Quote:

Originally Posted by Chrysalis

well its just been said they working on routing calls without the STAFF knowledge. Work that one out.

You will need to take my word for it then. I am in a position where I would know. There are NO customer service calls being handled in India at present. 100% guaranteed.

Now I'm not saying they won't be in the future. Who knows? Nothing is impossible. But at this point in time, definitely, inarguably, 110%, not.

25-02-2005, 19:16

Quote:

Originally Posted by scrotnig

You will need to take my word for it then. I am in a position where I would know. There are NO customer service calls being handled in India at present. 100% guaranteed.

Now I'm not saying they won't be in the future. Who knows? Nothing is impossible. But at this point in time, definitely, inarguably, 110%, not.

Why are calls being transfered to India then if there are no tech suppport in India?? I've had the unfortunate task of calling tech support over the last few weeks, everytime I've been put through to India, you keep on saying it's not in India when we all know it is.

Derek · 25-02-2005, 19:20

Oh FFS

does no-one actually read what is posted before jumping in with a daft comment.

Tech Support = Swansea/India
Customer Service = UK

Clear enough?

BarFly · 25-02-2005, 19:29

Quote:

Originally Posted by Nidge

Why are calls being transfered to India then if there are no tech suppport in India?? I've had the unfortunate task of calling tech support over the last few weeks, everytime I've been put through to India, you keep on saying it's not in India when we all know it is.

No one has said tech support is not in india, it is, CS is not in india

As has been said umpteen times before, at present only tech support calls should be routed to india. IBM implemented this change & not NTL, the calls are routed to a subsidery(sp) of IBM called Daksh, who at present only deal with Cable Modem support in conjuction with Swansea.

Russ · 25-02-2005, 19:31

OK peeps, have a breather before you post please. Nothing wrong with a heated debate but I don't want to have to lock this one for people to cool down.

25-02-2005, 19:33

Quote:

Originally Posted by Chrysalis

well its just been said they working on routing calls without the STAFF knowledge. Work that one out.

Why will you just admit you are wrong or are we to have another Centrica thread.

You are still saying they control NTL

Why o why do some have it in there head that Customer service is in India.

Tell you what prove to me that customer service's is in india, Tech support is there but NOT i repeat NOT customer service. If you can prove that customer service is in india i will give ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£50.00 to a charity of your choice

But you will not. You will carry on with your constant moaning at NTL and its service.

Chrysalis · 25-02-2005, 22:55

I will not prove anything, get a grip this is no competition I am not trying to earn brownie points.

scrotnig I will take your word for it, I will put it down to either me pressing the wrong option somewhere or a short glitch in the system.

scrotnig · 25-02-2005, 23:35

Quote:

Originally Posted by Chrysalis

I will not prove anything, get a grip this is no competition I am not trying to earn brownie points.

scrotnig I will take your word for it, I will put it down to either me pressing the wrong option somewhere or a short glitch in the system.

More likely the latter I daresay.