Ntl Tech Support

[threadbare]

Originally Posted by Avatar

this is because the system is locked down so that the user cant get in there.... they have enough access to do what they need and if the NTL TS rep had done a simple ipconfig they would have seen that the laptop was connected to the net.

i am also a Tech services person (not ntl ) i am shocked at the level of knowledge that people i work with i have let alone something as big as NTL, but people who fob of users with excuses like "its that last piece of software" "its your system" "itbecause your companys laptop isnt compatable wiwth our product" really should not be wasting peoples time on a help desk. if you dont know the solution say so. it make customers much more happy if you admit it and then go and find out and get back to them. ive been working in support since 1997 in enviroments from 10-10,000 users and nothing peeves me off more than people trying to fob people off because they cant be arsed to ask or find out.

there is always going to be a small proportion who fob ppl off - these are most likely the ones with limited knowledge.

you have to be carefull with work laptops though as u dont want to cock up the setting they use for work. however I do not know what went on during the call. you seem to be in the best position to understand what the agent did or didn't do. From what you have said thus far - his/her knowledge was obviously limited. I would hope they are in the minority

[Avatar]

Originally Posted by threadbare

his/her knowledge was obviously limited. I would hope they are in the minority

me too, me too

[andygrif]

Originally Posted by Avatar

me too, me too

In most companies they are in the mnority...it just always seems to be me they answer the phone to...LOL

[Stuartbe]

Originally Posted by andygrif

In most companies they are in the mnority...it just always seems to be me they answer the phone to...LOL

Perhaps they should change the phone prompts ?

" to speak to a tech support rep that knows what he is doing press 1 "
" to be told a load of steaming BS press 2 "
" to be put on hold for 27 minutes press 3 "

[Avatar]

Originally Posted by stuartbe

Perhaps they should change the phone prompts ?

" to speak to a tech support rep that knows what he is doing press 1 "
" to be told a load of steaming BS press 2 "
" to be put on hold for 27 minutes press 3 "

"press 4 to have a huge hand come out of phone and repeatedly bang your head against wall press 5 or press to too have same effect from callmonkey " :P

[tkiely]

or the ntl easter egg! press *#7 to be connected to Sky Sales, have all you incorrect bills refunded and a free BT line with ADSl instaled

[Avatar]

Originally Posted by tkiely

or the ntl easter egg! press *#7 to be connected to Sky Sales, have all you incorrect bills refunded and a free BT line with ADSl instaled

*phones ntl and repeadtedly hammers the 7 key*

[David25]

Sorry about the bad experiences. Just to put things into some perspective, the first time fix rate of the TSB overall is very high.

[ian@huth]

Originally Posted by David25

Sorry about the bad experiences. Just to put things into some perspective, the first time fix rate of the TSB overall is very high.

A claim like that always seems "iffy" to me. How do you know that it is very high?

Does the TS guy record whether it's a first time fix? If they do then don't you think that it is human nature to bull up your results? Can you see any TS guy putting down that he / she hasn't been able to supply a first time fix to any support requests? I can just picture a line of TS guys swapping their "unable to fix any problem" lists for their P45s.

If TS support guys don't work to a script then a lot of them must have a few "suggested" avenues for dealing with problems drummed into them during their induction and use these even when any customer with a slight smattering of knowledge knows that they don't have any bearing with their problem.

There are TS people with a very good knowledge of the subject but it's like playing Russian Roulette when you try to get through to them.

[David25]

Good question. It is monitored based on stats. It is not a perfect system but it gives a ball park first time fix which is very high.

[Tech]

Originally Posted by Avatar

Is this the level of service i can expect from NTL TS? as of yet i have never plucked up the currage to call them my self, as i hate nothing more than talking to idiots who think they know more than me on the phone.....and i know what its like working on a helpdesk when the customer thinks that they know more than you

Idiots? Thats a very strong, sweeping statement to make my friend. It must take a lot of 'currage' to say something like that....

[Neil]

Originally Posted by David25

Good question. It is monitored based on stats. It is not a perfect system but it gives a ball park first time fix which is very high.

Hi David.

Out of interest, how are these FTF stats created? Who actually says they have fixed 95% (as an example) of their calls as a FTF?

I only ask as I remember having a similar meeting with Peter Savage (then MD of Southern Region), & him trying to convince me that 98% of installs went according to plan, when I challenged this, & asked who gave him these stats, he told me that it came direct from the installers.

[David25]

The answer to that is very dull statistical analysis, and to be honest, not something I'm sure I should be going into on this forum.

However I will tell you that the reporting method is rough at best and totally out of the control of the agents. That said, as a general indicator it is afaik reliable.

[David25]

It is also a requirement of progression in the TSB to hit a certain FTF percentage based on this analysis.

[Avatar]

Originally Posted by Tech

Idiots? Thats a very strong, sweeping statement to make my friend. It must take a lot of 'currage' to say something like that....

if you feel in any way intimedated by that comment you must be feeling guilty..... i am not saying that any one at NTL is an idiot just that i hate talking to idiots....

If you have a problem PM me.