ntl open Sunday!!!

[Marge]

When I did faults (quite recently ) we booked the first available appt, quite often we could book same day so even if a customer rang on Monday morning they could have someone out Monday afternoon. It all depends whats available to book but it may be possible that the next available appt may not be till Tues/Weds so Sunday opening may not mean a visit any quicker.

The quickest I ever heard of was my friend was chatting to a lady and had an appointment for the same morning, as luck would have it the tech was driving past the ladies road when he got the call so it turned out the tech was knocking on the customers door before she'd even put the phone down to faults

[nfs6600]

Originally Posted by paulyoung666

but surely if someone wanted some sort of package change doing then that could be done on a sunday

I wouldn't b too sure on that one like. Seen many a fault call booked on for missing channels. No hits sent to the box at all. I do this, call the customer half an hour later, hey presto! All the channels are back and the need to be trucked is gone. It's a shame some agents in Swansea don't carry out the correct diagnostics

[ian@huth]

Originally Posted by paulyoung666

but surely if someone wanted some sort of package change doing then that could be done on a sunday , plus calls made to faults on a sunday would most likely get sorted on monday , rather than having to wait till tuesday , or have i got the wrong end of the stick

Having faults open on a Sunday means that engineers have more jobs waiting to be done when they start work on Monday which will enable them to plan their Monday work schedule better. It also means that some customers who have reported a fault on Sunday may receive a visit early on Monday instead of being kept waiting in a queue Monday morning to report it. Result is less frustrated customers taking it out on NTL operatives on Monday morning.

It has been said in this thread that loss of NTL services isn't the end of the world for that customer. The customer may think along different lines though and think it is sufficient reason to look elsewhere for the service. The result is an increase in churn which isn't good news for either NTL or remaining customers.

24/7 services need 24/7 support in all areas. I don't subscribe to the idea that Sunday opening is not warranted in areas such as customer services. If there is little demand on Sundays and during the night for customer services then I am sure that a small team would not cost the earth and that there could be other jobs for them to do if the phones were quite. Answering emails and web queries spring to mind. Similarly with faults, a small team working Sundays could go out to rectify faults and if all was quiet could go round checking on the state of the green boxes.

At the end of the day anything that improves the customers perception of a company is worth doing. If paying an engineer £100 results in retaining a customer spending several hundred punds a year with NTL then it is money well spent.

[nfs6600]

Originally Posted by Marge

When I did faults (quite recently ) we booked the first available appt

If you book in the red I hate you lol

[spike7451]

To be honest,I cant see this working for long as the cost would be too high.In order for this to work in a ideal world,NTL would have to employ more staff.If you have, say,30% of your weekday staff working on a Sunday,then you have less cover during the week when those staff are off because they worked the Sunday.
For a feild tech,that also means that the work quota probably wont lag off ,espeacially at the beginning of the week.The workload may increse per man as he/she will have to do the work of those that are on D.I.L..
As it is,we dont get paid overtime over here,so it wont be done for a monetary goal.
Spike

[Marge]

Originally Posted by nfs6600

If you book in the red I hate you lol

nope, didn't do harmony

[nfs6600]

Originally Posted by ian@huth

Similarly with faults, a small team working Sundays could go out to rectify faults and if all was quiet could go round checking on the state of the green boxes.

At the end of the day anything that improves the customers perception of a company is worth doing. If paying an engineer £100 results in retaining a customer spending several hundred punds a year with NTL then it is money well spent.

Then you would also require Despatch to be open. This would mean paying the service techncian and also the agent(s) who would have to go in on the Sunday.
__________________

Originally Posted by Marge

nope, didn't do harmony

Let you off then

[Marge]

Originally Posted by ian@huth

Having faults open on a Sunday means that engineers have more jobs waiting to be done when they start work on Monday which will enable them to plan their Monday work schedule better. It also means that some customers who have reported a fault on Sunday may receive a visit early on Monday instead of being kept waiting in a queue Monday morning to report it. Result is less frustrated customers taking it out on NTL operatives on Monday morning.

I'm afraid if someone rings on a Sunday there is no more likely to be an appt for Monday than if they rang on Monday morning. It works off what is the next available appointment. They have xx amount of points available every day, as far as I'm aware Monday is no different to Wednesday.

As I've said before I think it's a good idea to be open on a Sunday however it doesn't mean that the fault is gonna be fixed any quicker than if the customer rang on Monday morning.

One note of caution however is that some customers may think as they can report a fault on a Sunday that the tech is gonna visit on a Sunday as well, the number of customers I spoke to, when faults was open late, that the tech was going to go out to fix a stb problem at midnight

[paulyoung666]

see i told you i would get the wrong end of the stick

[spike7451]

[One note of caution however is that some customers may think as they can report a fault on a Sunday that the tech is gonna visit on a Sunday as well, the number of customers I spoke to, when faults was open late, that the tech was going to go out to fix a stb problem at midnight [/QUOTE]

We used to leave our mobile numbers with the customer,but when you get a phonecall about a job you did 8 months ago,or at 2 am on a Sunday morning cause some moron gets home from the pub drunk & cant turn on his tv,Or 3 times on a Sunday afternoon when you are having a lunch out with the girlfriend cause his BB wont work,AND you've asked him politly to call back monday,It does tend to p** you off!
We are entitled to some quality time off too.Something some people who see you work for a certain company dont & will never understand!To them,you are permanently on call & have no life!lol
Spike

Originally Posted by greencreeper

I don't see the benefit Like Spike said - engineers don't work Sunday so all you can do is report a fault and wait.

It will not be a case of phone and wait all the time at all - Sunday Faults will be able to deal with many cases where customers have lost channels and the STB only needs a 'hit' sending to the box. You probably haven't seen some cases on here of customers being in despair trying to phone the business support line on a Sunday because they have lost channels etc etc.

Originally Posted by greencreeper

The customer thinks they're getting better service but they're not. Phone with a fault on Friday at 17:30 and you may as well have phoned at 09:00 on a Monday - service is no faster.

Incorrect - See above.

Originally Posted by Paul

Which is better than sitting in the queue on Monday just to find out you have to wait till Tuesday or Wednesday lol. At least it will help speed up engineer visits a bit if people get to report faults as soon as they happen.

Precisely and thats if they need an engineer visit - Usually that probably is all that is needed is probably a 'hit' being sent to reactivate lost channels.

[nfs6600]

If I recall correctly, telco faults will be fixed on a Saturday, however strictly only Lifeline customers. On call network techncians are going to be working so rectify any problems that may occour during the weekend. Saying that, I might be completly wrong!

Originally Posted by spike7451

We are entitled to some quality time off too.Something some people who see you work for a certain company dont & will never understand!To them,you are permanently on call & have no life!lol
Spike

Yes I agree you are entitled to quality time off and that is not being disputed here at all and that is up to ntl to manage shift arrangements. But as I keep saying customers have come on here with a problem and have had a real need to ring on a Sunday to report a fault - I have passed this feedback on to ntl and they must of agreed that it is inappropriate to not have nothing open on a Sunday.

[spike7451]

Originally Posted by Mick

Yes I agree you are entitled to quality time off and that is not being disputed here at all and that is up to ntl to manage shift arrangements. But as I keep saying customers have come on here with a problem and have had a real need to ring on a Sunday to report a fault - I have passed this feedback on to ntl and they must of agreed that it is inappropriate to not have nothing open on a Sunday.

Mick,
I agree that a service needs to be provided on Sunday,My post,in conjunction with Marge's post,was about people, for want of a better phrase,abuseing the system by constantly 'nagging' engineers & other staff they see in the street because;
A-they dont want to have to phone up & be on hold .(often for ages)
B-they think it will get done quicker than going thru CS/Faults.
If i had a penny for everytime someone had stopped me to report a cab open,fix a DVD player,retune a tv,ect,instead of going thru the channels,i & others like me,would have a fair bit of coin!
Spike

[nfs6600]

Originally Posted by spike7451

If i had a penny for everytime someone had stopped me to report a cab open,fix a DVD player,retune a tv,ect,instead of going thru the channels,i & others like me,would have a fair bit of coin!
Spike

you would indeed. It's even the same when i go into my local after getting home from work for a quiet pint. People get one look at the pass around my neck (which i always forget to take off) they come running over complaining saying ntl are this that and the other. Wanting free TV, internet, etc. I'm not at work!! Leave me alone, I don't care if your bill is high and you want some form of discount!! No one in my street knows I work for ntl. Most are on it so any problems they're going to come knocking on my door.