NTL Indian support centres - a plea to NTL - Page 4

jonbr · 17-08-2005, 13:02

I agree, as I've said before " Indian IT staff are very good technically"....
I have to say, that if an Indian person is allowed to do a good job, they tend to do a better job than us westoners.

I just wish the likes of the "power people" in companies like NTL realised this and allowed their Indian staff (actual or decended) to do the job on their own, with out strict scripts to follow.....

nffc · 17-08-2005, 13:15

Quote:

Originally Posted by jonbr

I agree, as I've said before " Indian IT staff are very good technically"....
I have to say, that if an Indian person is allowed to do a good job, they tend to do a better job than us westoners.

I just wish the likes of the "power people" in companies like NTL realised this and allowed their Indian staff (actual or decended) to do the job on their own, with out strict scripts to follow.....

That's true. We don't have scripts or flowcharts or anything- just masses and masses of info to access. We're expected to diagnose ourselves...

Florence · 17-08-2005, 15:04

Well it seems now Australia are finding that India call centres are not as safe as everyone tries to make us beleive.

news article about the latest failure to protect personal details.

L00tman · 18-08-2005, 12:52

Whole heartedly agree with much said here. Yet another article on this topic. Maybe a bit of a defeatist attitude there, but if you don't rattle the can who will?

http://www.iamalameassspammer.co.uk

Ok.. off to yabber about bandwidth capping now.. My pet hate!

<Mod Edit: Jon M - First Post Spam, Automatic Ban - I like rhyming >

**Chris** · 18-08-2005, 13:29

Quote:

Originally Posted by L00tman

Whole heartedly agree with much said here. Yet another article on this topic. Maybe a bit of a defeatist attitude there, but if you don't rattle the can who will?

[Mod Edit (Chris T)] Blatant spam removed]

Ok.. off to yabber about bandwidth capping now.. My pet hate!

Please don't join the forum purely to spam your own website. If you want to advertise with us, we offer competitive rates that you will find detailed here.

GVet · 08-09-2005, 13:49

Many of you are missing the point. No only do ntl outsourse the support work to India, they also outsource the systems development and support to India.

Raymond · 18-09-2005, 15:21

Well the first thing to try if you are not able to browse assuming the Tech .Supp Agent knows if you have a Modem or a Stb is to check the ip address on your pc and check your Account details to see if the account is not suspended.

In addition to that the Tech Support agents also have some tools to test the connectivity of the modem and the Stb which can help them to diagnose the problem rather easily .

So lets say we have two cases:
a ) Ip address is A valid ip address : - say 80.x.x.x or 213.x.x.x ( except .248 tp .253 at the end ) then it would mean that The Problem Lies With the Pc - ( that would be either An Antivirus , Firewall , Browser settings , TCP / Ip or winsock. The first thing to try would be renewing the Ip address to see what it changes to ...

b) Ip address in an Invalid Ip address - ie 169.x.x.x

If its 169 it would be helpful to try renewing the Ip address and
rebooting the Cable modem and the pc once .
If that does not help remove the coaxial cable and check the ip address after renwing it . If it stays 169 - PC problem. And if it changes to 192.x.x.x its a Problem with the Modem.

regards :
Raymond

nffc · 18-09-2005, 16:58

Quote:

Originally Posted by Raymond

a ) Ip address is A valid ip address : - say 80.x.x.x or 213.x.x.x ( except .248 tp .253 at the end ) then it would mean that The Problem Lies With the Pc - ( that would be either An Antivirus , Firewall , Browser settings , TCP / Ip or winsock. The first thing to try would be renewing the Ip address to see what it changes to ...

It could also be wrongly configured DNS.

We get the same but in reverse. We find out whether it's BB/DUN which gives us a few options:
- BB
these can be USB or RJ45 basically all we can do for warranty is check the port is working, usually by reconnecting it, and checking the IP. Otherwise, we'd go through the same, turn off all security, etc, try again, reset the winsock, ping 127.0.0.1, ping google, etc etc
- DUN
few things to check the modem, AT commands, checking the modem "grabs" the line, then same as before, pings, securities off, etc...

Trouble is I can imagine these poor n00bs getting referred from pillar to post between ISPs and manufacturers neither of whom are authorised, or bothered, to fix the problem... some places have premium advice lines though.

Chrysalis · 19-09-2005, 04:02

Quote:

Originally Posted by Raymond

Well the first thing to try if you are not able to browse assuming the Tech .Supp Agent knows if you have a Modem or a Stb is to check the ip address on your pc and check your Account details to see if the account is not suspended.

In addition to that the Tech Support agents also have some tools to test the connectivity of the modem and the Stb which can help them to diagnose the problem rather easily .

So lets say we have two cases:
a ) Ip address is A valid ip address : - say 80.x.x.x or 213.x.x.x ( except .248 tp .253 at the end ) then it would mean that The Problem Lies With the Pc - ( that would be either An Antivirus , Firewall , Browser settings , TCP / Ip or winsock. The first thing to try would be renewing the Ip address to see what it changes to ...

b) Ip address in an Invalid Ip address - ie 169.x.x.x

If its 169 it would be helpful to try renewing the Ip address and
rebooting the Cable modem and the pc once .
If that does not help remove the coaxial cable and check the ip address after renwing it . If it stays 169 - PC problem. And if it changes to 192.x.x.x its a Problem with the Modem.

regards :
Raymond

well (a) could very likely be failed proxy server, something tech support doesnt have in their script.
(b) is most likely the pc but their could be a ntl dhcp server on the blick which has happened to me before.

I think tech support fail in this way in that if its a certian problem it can only be the user's pc, interestingly I would like to know how they are trained to deal with situation where the problem is ntl's fault and if it is something not in their script.

Russ · 19-09-2005, 08:43

Quote:

Originally Posted by Chrysalis

I think tech support fail in this way in that if its a certian problem it can only be the user's pc, interestingly I would like to know how they are trained to deal with situation where the problem is ntl's fault and if it is something not in their script.

I may be wrong but the impression I get here is that some people imagine ntl's tech support people to be clueless unless a script is provided - whereas that might be the case with some employees, in my experience that's the minority. The rest have enough savvy to be able to offer 'courtesy support' - advice from their own experience and expertise.

If the fault is ntls then the agent will either use tools at their disposal to solve the matter or will escalate it to a department who will work on it.

Chrysalis · 19-09-2005, 18:25

Quote:

Originally Posted by Russ D

I may be wrong but the impression I get here is that some people imagine ntl's tech support people to be clueless unless a script is provided - whereas that might be the case with some employees, in my experience that's the minority. The rest have enough savvy to be able to offer 'courtesy support' - advice from their own experience and expertise.

If the fault is ntls then the agent will either use tools at their disposal to solve the matter or will escalate it to a department who will work on it.

I dont know what I think, it could be NTL have told the tech's to stick to their script strictly and if it isnt possible fob of the caller, or it could be the tech's just dont have the knowledge. I know the situation was much better before it got outsourced and I seen someone with similiar experience of outsourcing drop of quality in service on demon posting on adslguide. UK call centre's always had a backup option in place in that if you not satisfied can speak to a supervisor so a second chance to resolve the problem so to speak and from my own experience they tend to have been more willing to help outside the scope of the script. People who lost their job because of the outsourcing should be proud of themselves because they did a better job then who is doing it now in india.

kevdyas · 23-09-2005, 22:26

I agree regarding Indian call centres, I telephoned tonight and to "validate the account" I needed this that and the bloody other! Totally inflexible and you just cant get a conversation out of these people! Dont they understand WE DO NOT KEEP OUR BILLS! All I wanted was a password because we have deleted the email account off the PC by accident and dont know what the password is.

(Rant Over!)

Kevin.

Paul K · 24-09-2005, 07:46

And if someone else rang them and changed your account details or asked for account details without being asked for validation you would be even more annoyed, especially if you then incurred a financial penalty. Validation is there to protect the account holders from fraudulent access to their accounts. There is no point moaning that the person in India or any other call center is doing their job correctly and is looking to protect you from someone gaining access to your account fraudulently.

Chris W · 24-09-2005, 07:56

Quote:

Originally Posted by Chrysalis

UK call centre's always had a backup option in place in that if you not satisfied can speak to a supervisor so a second chance to resolve the problem so to speak and from my own experience they tend to have been more willing to help outside the scope of the script.

There are supervisors, and senior techs in the Indian centre as well....

Quote:

People who lost their job because of the outsourcing should be proud of themselves because they did a better job then who is doing it now in india.

nobody lost their jobs at ntl when the call centre in India was opened.

kevdyas · 24-09-2005, 09:00

They stick to a set script too much! They dont help at all and even when the account is validated they are still hard work!