NTL Indian support centres - a plea to NTL

[kronas]

Originally Posted by Russ D

What's wrong with Welsh, Scottish or N Irish?

nothing well actually..... seriously though the problem with indian call centres is i hate NTL's this blasted woman who i keep coming across over the past few occasions is utterly useless. where's a call to an english call centre has resulted in a slightly better service in my experiance, ok so it took two ocassions to get the job done when getting through to a english call centre but hey atleast what i wanted i got, i just hope i get someone as nice as the lady i got the other day

[nfs6600]

Glad I read the post regarding Abbey! I rang just the other day and asked to transfer some money into a friends account (£40) the woman at the other end kept asking me how much!!
"£4 00 sir?"
"no £40, four, zero"
"ok sir £400"
at which pint I hung up, emailed abbey complaining and got a call in 5 minutes to a UK based chap!

Originally Posted by martin.worth

Damn right, the amount of people that say to me there glad to speak to someone english. To be fair there is two english people in our department of 25 who are native english and thats due to the fact we support the whole of europe.

What people don't understand is why its needed, if any company like NTL for example had a support desk in the UK it'd take three days to wait on hold and everyone would comlain they would never get through.

You're quite right when you say people do not realise why it is needed, I do not realise why it is needed when there are people unemployed in england who could do the job, but you guessed it, cost!
Do not want to sound ignorant, and I am happy for someone to put up the correct figures, but I would hazard a guess that NTL can afford to pay 4 indian call centre staff compared to one english based cs staff, so yes they are needed from NTL's financial position.
Sadly, when a problem takes someone half an hour to solve compared to someone who will do it in less than 5 minutes there is something wrong.
So if NTL put in the financial investment in jobs over here people will not have to wait three days.

[Chrysalis]

When I rang tech support this morning to cancel my engineer I got the swansea tech support for first time in months

Call was short and dealt with easily.

The previous day when I rang up and had the india call centre the service wasn't too bad although there was a poor signal the sound kept cutting out.

[gimpymoo]

Originally Posted by dezzo

Yep. I'm sure for most call centre team leader jobs you need a degree in making posters from glitter and pasta shapes rather than actually having any real ability

*Apols to any competent TL's who may read this but they are in minority compared to extras from the muppet show.

As a current Call Centre/Tech Helpdesk operator, that made me LOL.
__________________

Regarding taping calls.

Originally Posted by nffc

IIRC, it's illegal unless you inform the call agent the call's being recorded.

Its not illegal, it just the recording cannot be used for ANYTHING other than personal use.

[Hom3r]

I phoned yesterday about my upgrade and tried to explain that when I upgraded from 1.5Mb to 3 Mb they upgraded the billing but didn't do the up grade, and asked had they done the same for the 3Mb TO 10Mb. I was deafened by the silence and I gave up?

[nffc]

Originally Posted by gimpymoo

As a current Call Centre/Tech Helpdesk operator, that made me LOL.
__________________

Regarding taping calls.

Its not illegal, it just the recording cannot be used for ANYTHING other than personal use.

Yes, it has no standing legally if the call agent is not informed and/or has not consented and they have the right to terminate the call if it is recorded without consent.

All our calls, AFAIK, are recorded anyway.

[Crypto]

Well.... I have read all of this thread, but I have to say that I've just had a good experience with the call centre, if it was India. the accent was definitely Indian and the line was a bit patchy.

But... the chap I spoke to was very patient with ny intermittent connection problem. at the end of the call, all though there was no direct solution, he had explained the different possible problems so well and how to track them, that I was eventually able to solve the problem myself. turned out to be a dodgy Bit Torrent client that was hogging my bandwidth.

Excellent job, just wish I could phone the particular bloke back and thank him for his skill and patience.

Cheers

Crypto

[Chris W]

Originally Posted by Crypto

Excellent job, just wish I could phone the particular bloke back and thank him for his skill and patience.

Cheers

Crypto

You can use the responsetek form on the main forum page for sending feedback to ntl, if you include your account details and the day/ approximate time of the call then this will enable ntl to pass your comments to the person you spoke to

Having been in the position myself, i know that positive feedback from a customer makes the day to day chore of a call centre job worth it

[Crypto]

Why thanks Chris W,

it will make my day also if I can say thanks.

cheers

Crypto.

p.s. smilies don't seem to work at the moment!

[Crypto]

Originally Posted by Chris W

You can use the responsetek form on the main forum page for sending feedback to ntl, if you include your account details and the day/ approximate time of the call then this will enable ntl to pass your comments to the person you spoke to

Having been in the position myself, i know that positive feedback from a customer makes the day to day chore of a call centre job worth it

Sorry to be such a noob, but I can't find the responsetek form.

Can you help me out please?

Thanks

Crypto

[Paul K]

http://www.cableforum.co.uk/board/forumdisplay.php?f=81
top of the main forum page

[Ihatepigeons]

Originally Posted by Chris W

You can use the responsetek form on the main forum page for sending feedback to ntl, if you include your account details and the day/ approximate time of the call then this will enable ntl to pass your comments to the person you spoke to

Having been in the position myself, i know that positive feedback from a customer makes the day to day chore of a call centre job worth it

Yeah, I thought that. Had a problem a few weeks ago with internet, MSN toolbar was stopping some sites from loading, so I got rid of it and it sorted out the problem. The guy I spoke to at level 2 Broadband support gave me his name and extension number and said "contact me again if this doesn't sort it". Well I phoned Broadband support, got put through to Indian call centre I think, asked for the extension number and was told "sorry we can't put you through from here"! I wanted to thank the guy and also would have been useful in case anyone phoned up with a similar problem!

DOH!

Sorry I can't remember the guy's name that gave me the helpful advice, but thank you whoever you are anyway!

[Matth]

Reinstalling a friends PC after a HD failure, had to make use of the call centre as what they had written down for their email password looked completely wrong (and was!).

Can't criticise the helpfulness, but we both had extreme difficulty following the accent - all sorted though, despite pretty well everything having to be repeated.

[Russ]

I just rang tech support to report a problem of random intermittant connection. It's only been happening since this morning.

The agent I got through to was of course in India and claimed her name was 'rachel'.

What annoyed me originally was she simply could not understand my postcode and 3 times she had to confirm my name.

She told me (in that script-reading way) that we had to reboot the pc and modem.

I asked her what good that would do, she told me it sometimes corrects the fault. When I told her I'd already done that each time my connection dropped, she told me we could not proceed any further until we'd done that.



I complied, she asked me if that had solved the problem.

How would I know!!! The problem is a random intmermittant connection!!

She then told me to switch my firewall and antivirus off (that old chestnut ) and asked if my connection was ok then.



I reminded her a third time that the problem was 'random' ie it could happen at anytime.

She then told me to reboot the machine and start up in safe mode with networking which I did. She asked me if I was able to browse like that, to which I answered I could.

She then proceeded to tell me that the fault could only be with my firewall.



I tried to tell her for a fourth time that that it was RANDOM - ie just because I boot up in safe mode and can browse does NOT mean the problem is identified!! It just means that the problem (which is random) just had not occured!

All I had in return to this was "Sorry Mr David but what we have done so far has indicated to me that the firewall is the problem"



I told her I found very unhelpful and ended the call. I rang straight back.

Got through to a 'Sudhir'.

He seemed to get my postcode and house number the first time, which was encouraging. But he ended up going through the same script and blamed my firewall. When I told him about the fact that browsing in safe mode did not prove anything, he proceeded to tell me what a firewall is.

I asked him to stop as I know what it is and how it works and he then told me "Well this is where I think your problem is".

I've lost the will to live......