Trouble at Swansea?

Originally Posted by r00t

Heart felt wishes go to you all.

/r00t

ditto - apologies for not noticing this thread earlier ..

redundancy is horrible, best of luck to you all

[WHISTLED]

TUPE does not truly affect agency staff.

How does that work then? They were VM staff and moved to an agency under TUPE legislation..

Because they have started cross training, and now 151 is back so it would make it easier for BBI techs to be able to answer all 3 types of faults calls.

Nope your still not making that clear for me.. They were cross trained on 151 to some degree almost from when they started offering BBAND with ntl: I know I was CS, Faults and BB first line...

Still went through to Swansea when I couldnt help the sub though, cant see whats changed..... We have 151 because its simple.

[handyman]

Virgin need to get back to inhouse tech support it's going to lose business if it does not.

Outsourcing removes all incentives to actually assist a customer. At freeserve/Wanadoo we compiled 'the bible' which was a definitive resource for tech agents to assist customers but plenty of it was removed as it was considered outside of the remit of tech for the contract we covered. Of course that never stopped the calls coming through and because the techs did not have this resource to hand they wasted up to an hour on calls running through poor diagnosis and strict guidelines.

The net result was the customer lost out and I'll bet Wanadoo lost out when they moved provider.

[Kellargh]

Couldn't agree with you more Handyman! They've already taken things away from us such as the Error Code Database, provides too much 'confusing' information for offshore agents when it was a tool I loved using to explain the customers fault, and learning more information off generally. It's now the same with the new Fault Diagnostic Tool, where I am currently trialling an even more scripted flowchart...feel so restricted in my job, it's unreal.

I wouldn't agree that it's the same across the board for service when it comes to onshore or offshore, considering we listen in for quality purposes in Swansea. Due to changes in our bonus schemes, they are not helping the customer but more often fobbing them off, purely to achieve their stats.

If it continues the way that it is, we will see more customer losses.

Originally Posted by WHISTLED

How does that work then? They were VM staff and moved to an agency under TUPE legislation..

I am not just talking about the original staff, I am also including all new staff employed by both Manpower at Swansea and Adecco at Liverpool, when you sign for an Agency you sign away those rights because if you job goes they keep you on their books for X amount of weeks after your job finishes therefore paying lip service to TUPE.

Originally Posted by WHISTLED

]Nope your still not making that clear for me.. They were cross trained on 151 to some degree almost from when they started offering BAND with ntl: I know I was CS, Faults and BB first line...

Still went through to Swansea when I couldnt help the sub though, cant see whats changed..... We have 151 because its simple.

I think you may notice that we changed back to 151 from 0906 because of the excess amount of complaints from BBI callers.

Why does every here just think NTL when cross training is mentioned, they are now trying to roll this out more at Telewest call centres, and who has had the increase in staff while this at Swansea is making the local headlines.

What we want is no site closure at Swansea not even a partial closure.

[chuzzlemonkey]

Originally Posted by whydoIneedatech

Why do you think Faults are all on 151, because they want them all cross trained if possible.

True...but that's like asking why are CMC/CRELS/MOVERS etc all on 150? lol

Swings and roundabouts :p

[handyman]

I can tell you why faults and CMC are on 151 /150.

Its because BT use the same numbers so it played on the established way customers called their previous telco provider. It's also simple and easy to remember.

There is also 152 - business CMC and 154 business faults

[BarFly]

Originally Posted by WHISTLED

Sort of a non story in my view - Off shore outsourcing saves money, On shore outsource is just a temporary step before and TUPE helps reduce long redundancy term costs I think.

CMC are now starting to recruit again in a few offices which is a good sign on that front.

Hows that then? Faults have been on 151 for the last 10 years other than when it was pulled

Think your missing the point somewhat.

Your not losing 1st line agents in Swansea, your losing 2 specialized departments, who provide 2nd & 3rd level support. ( FMET & FMS )

Your losing staff with 5+ years experience, Something that the Focus on faults group should be picking up on, as this knowledge cant be replaced by moving offshore or to Liverpool, as they dont understand the ex-ntl network & escalation avenues.

Unfortuntly it is becoming once again a power struggle between ex-tw & ex-ntl management, with little empire's being built, this was something that we should have moved away from a long time ago, & the only people this will affect, is dedicated knowledgable staff, & ultimately the customer.

[Toto]

Chuck in IBM, B&Q, MFI, ICI et al.......

Sorry for not being down with all these acronyms, but this thread is turning into some sort of code.

What does FMC, TSC and the others mean please, perhaps then I can start to understand this tread.

[chuzzlemonkey]

FMC - Faults Management Centre
TSC - Tech Support Centre


Does anyone knowwhat B&Q means? lol

[Toto]

Thanks....don't even know if ICI are going.

So have there been official announcements on people being lost in Swansea?

[chuzzlemonkey]

There's been nothing announced internally as far as i can see...

[handyman]

FMS - Fault Management Support (2nd Level though 3rd level techs run the head ends)
FMR - Faults Management Reception (Old ntl 1st line support)
CMC - Customer Service Centre
CMR - Customer Service Representative
DTV - Digital TV
CATV - Analogue Cable TV

[chuzzlemonkey]

Originally Posted by handyman

FMS - Fault Management Support (2nd Level though 3rd level techs run the head ends)
FMR - Faults Management Reception (Old ntl 1st line support)
CMC - Customer Service Centre
CMR - Customer Service Representative
DTV - Digital TV
CATV - Analogue Cable TV

JUST to be picky!

CMC - Customer Management Centre
CSR - Customer Service Representative but now we have to call them CCA - customer care advisor! lol

[BarFly]

Originally Posted by Haggis23

There's been nothing announced internally as far as i can see...

There probably wouldn't be, as this is a IBM initiative.