NTL Tech support is in India

Originally Posted by monkeybreath

Oh and lastly, the techs in India are more highly qualified than most in Swansea- firstly they are all fluent in two languages, and secondly a degree is a pre-requisite to employment in an Indian call centre

but they only need to speak English if those are the only customers they're serving. Also if you dont speak there version of english the the whole thing is pointless. I work with a lot of Indians who do a lot of our IT work and some of them its almost impossible to understand, and theyve been here 4 years!!

Need a degree to work on a call centre!! yes thats true but i dont thing a degree in archeology or History is of any use, oooppsss i forgot, were talking about NTL so probably the degree is of some use

[threadbare]

Originally Posted by gary_580

but they only need to speak English if those are the only customers they're serving. Also if you dont speak there version of english the the whole thing is pointless. I work with a lot of Indians who do a lot of our IT work and some of them its almost impossible to understand, and theyve been here 4 years!!

Need a degree to work on a call centre!! yes thats true but i dont thing a degree in archeology or History is of any use, oooppsss i forgot, were talking about NTL so probably the degree is of some use

A lot of the techs in India have more than one IT degree, a lot have many Microsoft qualifications. They are very, very highly educated and a lot of them have coaching in language and accents.

Originally Posted by threadbare

A lot of the techs in India have more than one IT degree, a lot have many Microsoft qualifications. They are very, very highly educated and a lot of them have coaching in language and accents.

An IT degree isnt a pre requisite to work on an Indian Call Centre

[Florence]

Originally Posted by jimbo

Hi all,

Just thought you might like a couple of addresses where you can express your dislike of Tech Support being outsourced:

The first is head office:
ntl Group Ltd
Bartley Wood Business Park
Bartley Way
Hook
Hampshire
RG27 9UP

The second is for the head of ntl technical support at IBM:
Customer Care Team
ntl Technical Support
Matrix Court
LLansamlet
SWANSEA
SA7 9BB

Thank you Jimbo I will be sending letters to them might see if I can fine email address aswell.

I have emailed Alan Grant and recieved a call back about the problem. He did say that they need feedback from customers on these things.

Originally Posted by threadbare

The indian call centre has a broad spectrum of abilities within it's agents in the same way as Swansea has, some are good at their jobs others aren't. That's just life. No tech's in Swansea have lost their jobs.

For now but what happens when all the calls go to India it started with just Sundays now its 50% you don't need a degree to see what is going to happen.

Originally Posted by gary_580

but they only need to speak English if those are the only customers they're serving. Also if you dont speak there version of english the the whole thing is pointless. I work with a lot of Indians who do a lot of our IT work and some of them its almost impossible to understand, and theyve been here 4 years!!

Need a degree to work on a call centre!! yes thats true but i dont thing a degree in archeology or History is of any use, oooppsss i forgot, were talking about NTL so probably the degree is of some use

Think you might be right then again friends at Uni said "would these Indian degree students be the same ones that struggle to use excell and word"?

Originally Posted by threadbare

A lot of the techs in India have more than one IT degree, a lot have many Microsoft qualifications. They are very, very highly educated and a lot of them have coaching in language and accents.

Sorry but this isn't working and many feel strongly at the Data being accessed outside the country. Some have been bribed before for card details. Personal Data should stay in the country of origin. It comes down to trust and if we was let down by a british employed person and our accounts fraudulantly used we would have some redress. While in India we would have none different views and outlook on life. I have no faith in their ability after my calls and this helps to fuel my distrust.

[Russ]

OK so if they have degrees in IT then they are well trained in technical matters but do they have any qualifications in customer service?

[Robert Atkins]

Originally Posted by Russ D

OK so if they have degrees in IT then they are well trained in technical matters but do they have any qualifications in customer service?

What sort of qualifications are you talking about? Isn't it few days training and that's it?

Mind you, I agree with you cultural differences can be a problem but training? nope. I call Netgear in France, o-la-la and va- va-voom is not my style, charming might be, but it will not fix my router (it works fine btw)

[Russ]

Originally Posted by Robert Atkins

What sort of qualifications are you talking about? Isn't it few days training and that's it?

Mind you, I agree with you cultural differences can be a problem but training? nope. I call Netgear in France, o-la-la and va- va-voom is not my style, charming might be, but it will not fix my router (it works fine btw)

There are GNVC qualifications available in Customer Services here. My point was they should concentrate more on employing people with CS abilities as well.

[icanadvise]

"NTL Tech support is in India"

As is Har-moan-y software dev
http://www.cableforum.co.uk/board/sh...441#post366441

[Stuart]

Originally Posted by Mark B

You will say that until it's YOUR job that goes down the pan when the jobs move to India.

And people tell me that affected people can get another job. Not if ALL the call centre work ends up in India they can't.

Companies who do most of their business in the UK should have call centres in the UK, end of story.

Agreed.

Anyone who agrees with Call Centres (and other services) being outsourced should look at it this way. Previous governments have encouraged companies in this country to outsource all their manufacturing to other countries, and left the services (billing, tech support etc) in this country.

Now, while our economy is quite healthy at the moment with some companies outsourcing these services to other countries, exactly how healthy will it remain when ALL large companies have outsourced these services to other countries? What jobs are there going to be for people in this country?

In the meantime, the people who lose their jobs as a result of the actions of companies will have to claim benefits, and will therefore will not only stop paying taxes, but will be a drain on the resources of the DSS.

And, far from trying to stop companies doing it, our beloved Government is actively encouraging them. In my personal opinion, the government should actually BAN companies from outsourcing jobs to other countries.

[poolking]

Originally Posted by scastle

Agreed.

Anyone who agrees with Call Centres (and other services) being outsourced should look at it this way. Previous governments have encouraged companies in this country to outsource all their manufacturing to other countries, and left the services (billing, tech support etc) in this country.

Now, while our economy is quite healthy at the moment with some companies outsourcing these services to other countries, exactly how healthy will it remain when ALL large companies have outsourced these services to other countries? What jobs are there going to be for people in this country?

In the meantime, the people who lose their jobs as a result of the actions of companies will have to claim benefits, and will therefore will not only stop paying taxes, but will be a drain on the resources of the DSS.

And, far from trying to stop companies doing it, our beloved Government is actively encouraging them. In my personal opinion, the government should actually BAN companies from outsourcing jobs to other countries.

I bet this will soon change if Tony has to use one of the offshore call centres if he has a problem and can't get any assistance from them.

[Florence]

The whole out sourcing to India is false economy Cheaper is not always best.

Since I joined NTL I have been happy with the tech support I had recieved.

While Tech support was in Swansea I sometimes had to wait for the call to be answered but I always recieved the help required.

In India i might have been answered immediately but the help was of no use, wrongly diagnosed and I had to keep repeating myself. Very unsatisfactory..

[Florence]

As NTL customers are not allowed to voice their fears and the way they have been helped in the other India thread Perhaps a passing mod can stick this one so its easier for Customers to find and post in.

Personally I think its time NTL listened and understood that customers will only take so much. It was the reliability of Cable that kept most here but without the network having the tender care all the time its now not as reliable. Customers like myself do not call tech support anymore as its a waste of time and you get nothing done. Also if BT seem to be getting their act together and could end up taking customers away from NTL. If these customers don't move house and NTL: are not laying new cables they will soon run out of ways to replace those leaving.

[Chrysalis]

Have to agree, I havent been with NTL that long, I think around 18 months now, and the quality of customer services was a big difference between now and August 2003.

Over the last few days I've had a problem with my modem, I've been onto Tech support about 5 times everytime I've been put through to India, everytime they havent dealt with my problem, they are working from a crib sheet telling me to do this and do that, I've already done it I say. Anyway after the 5th time of being on the phone to India I phoned Compaq who made my machine I told them what my problem was and they sorted it out there and then, it was my modem that was the problem NTL's so called Tech support in India couldn't sort it. I've been lambasted on here over the last few days for saying NTL's tech support is in India I've had replies saying all tech support is in Wales.

[absl]

What turned out to be the solution to your problem, in the end ?