NTL is call centre with longest wait in Mirror test - Page 14

Stuart · 20-10-2004, 21:50

Well, I phoned NTL today regarding a fault in my STB.

Basically, I did report the fault before (E4 freezes constantly, other channels are OK which confused the hell out of the Customer Services person), and the CSR re-sent all my packages which did appear to cure the problem.

Anyway, when I called, I didn't get the message about being near my STB. But, I will say that the phone was answered in less than 30 seconds, and the CSR, after confirming the fault and checking I was near the STB agreed to send an engineer out tommorrow morning. That is what I'd call good service. The only slight irritation is that she could only say they would be at my house between 8 and 12.

Racingdick · 30-10-2004, 14:21

just been reading through through the thread and seen some debate on rebooting the modem/pc...

One of the reasons i almost always get the cust to reboot is that its like working from a fresh piece of toast, when a call comes in you dont know what state the pc is in..
I had a cust who's pc was in terrible state, kept freezing.. rebooted and was a little bit better.. then had memory issues

thought id try to help this cust out, would have been easy to palm the cust off with an RTV
spent 107 minutes doing a disk cleanup and usb scrub... disk cleanup cleared 6 GIG of files off a 18 GIG hdd...
ok so one extremely happy customer though a very long call..

Russ · 30-10-2004, 18:04

Yes and when you get someone calling up who has more than a modicum of knowledge who tried the reboot+restart combo, gets through to someone who (for whatever reason) refuses to take the call any further until he hears the customer do it again (thanks, Mr DN) even though the caller insists that it's already been tried, it can be VERY frustrating

Racingdick · 30-10-2004, 19:10

..and quite often for some reason after "we" get them to reboot they can browse.. funny that aint it...

u will also be surprised to know that when someone calls up and say they have rebooted we dont have a 6th sense that means we know if you have done it properly...

... also we dont know if your "Network Engineers" or IT Gods... as a rule all calls are taken the same way.

By all means ill be happy to take every call where i assume people know what they are talking about, but then ill be shouted at by the customers who are pc

's

Russ · 30-10-2004, 20:34

Quote:

Originally Posted by Racingdick

..and quite often for some reason after "we" get them to reboot they can browse.. funny that aint it...

Yep, almost as hilarious as when we tell the tech that it won't make an ounce of difference, as what happens? It doesn't make an ounce of difference....

Quote:

Originally Posted by Racingdick

u will also be surprised to know that when someone calls up and say they have rebooted we dont have a 6th sense that means we know if you have done it properly...

No, I won't be surprised, seeing as I used to do your job. And usually, if a customer says they've rebooted the modem and pc....usually it means they've rebooted the modem and pc.....

Quote:

Originally Posted by Racingdick

By all means ill be happy to take every call where i assume people know what they are talking about, but then ill be shouted at by the customers who are pc 's

No need for that, just if the customer says they've already tried some things, just don't insult their intelligence by asking them to do exactly the same thing again while you're on the line.

BBKing · 30-10-2004, 20:54

Quote:

And usually, if a customer says they've rebooted the modem and pc....usually it means they've rebooted the modem and pc.

It's not impossible to tell if a customer's rebooted the PC (check the DHCP lease time) and it's not impossible for the TSR to reboot the modem him/herself.

Chris W · 30-10-2004, 22:02

As far as i am concerned there are good techs and bad techs. Some people will stick to a process on every call, some will not.

And anyway, hasn't this thread gone a little

??

ntl still have high waiting times....

Russ · 30-10-2004, 22:31

I wouldn't say it's off-topic, after all, techs asking callers to do things they may have already done could well be a factor in raising call queue times.

Racingdick · 31-10-2004, 16:41

for 30 calls there is maybe one who knows what they are doing..
FACT!

If certain other areas of NTL would do there job; then the calls coming to tech support would be reduced..

Russ · 31-10-2004, 16:47

Quote:

Originally Posted by Racingdick

for 30 calls there is maybe one who knows what they are doing..
FACT!

Seeing as you cannot produce ANY evidence to back that up at all, it is just your OPINION, nothing more. One thing we can all do without is techs who think they know it all.

Quote:

Originally Posted by Racingdick

If certain other areas of NTL would do there job; then the calls coming to tech support would be reduced..

Now I can't argue with that....

Racingdick · 31-10-2004, 17:02

OPINION... no no Personal Experience... if you were in Tech support then id suggest that you come back for a shift or 3..
I would say i had one call yesterday with somebody of high level of pc knoledge.

Dont take my word, but thats how it is...

Russ · 31-10-2004, 17:09

Quote:

Originally Posted by Racingdick

OPINION... no no Personal Experience...

Ah ok. But still not a fact though, is it?

Quote:

Originally Posted by Racingdick

if you were in Tech support then id suggest that you come back for a shift or 3..

They couldn't pay me enough to come back

but I have quite a few friends still in Matrix Court and after a quick chat on msn, no-one has agreed the figure is anything like 1 in 30. Perhaps it's just you....

Quote:

Originally Posted by Racingdick

I would say i had one call yesterday with somebody of high level of pc knoledge.

Ahh yes, I forgot, customers are required to have a high level of pc knowledge aren't they? Silly me, there's me thinking technical support was for people who needed, er, technical support.

Quote:

Originally Posted by Racingdick

Dont take my word,

Don't worry, there's not much chance of that.

Quote:

Originally Posted by Racingdick

but thats how it is...

For you. Are you sure you're in the right job? I mean, one thing I'm sure customers could do without is techs advising them to just 'reformat their HD' once they've run out of ideas.....

Stuart · 31-10-2004, 17:15

Quote:

Originally Posted by Racingdick

for 30 calls there is maybe one who knows what they are doing..
FACT!

How about having instructions on rebooting the STB/Modem/PC played as part of the recorded message?

Racingdick · 31-10-2004, 17:15

they do

Stuart · 31-10-2004, 17:17

Quote:

Originally Posted by Racingdick

they do

Not in my area...