NTL Tech support is in India

[Nikko]

This Indian call centre thing is getting epedemic. I rang up the local take-away for a Curry last night, and I am sure the person who took the order was Indian.

[poolking]

Originally Posted by Nikko

This Indian call centre thing is getting epedemic. I rang up the local take-away for a Curry last night, and I am sure the person who took the order was Indian.

[Chrysalis]

I knew was india because they told me they were unable to do something to my cable modem to rebalance it due to their call centre not been in the uk. I rang up billing to try and bypass india

So I am putting it down to the call system been faulty and routing me wrong.

Ok here is a new question, is there any SACM support still based in uk?

[scrotnig]

Originally Posted by Chrysalis

I knew was india because they told me they were unable to do something to my cable modem to rebalance it due to their call centre not been in the uk. I rang up billing to try and bypass india

So I am putting it down to the call system been faulty and routing me wrong.

Then you were speaking to technical support in India, not billing, regardless of what option you pressed.

There are NO on-net staff in India, other than technical support teams. Period.

[Chris W]

Originally Posted by Chrysalis

Ok here is a new question, is there any SACM support still based in uk?

yes. in Swansea.

[BarFly]

Originally Posted by Chrysalis

Ok here is a new question, is there any SACM support still based in uk?

ok just to follow up on what monkey has said with regard to on net calls :

Langley = Swansea + India ( 0845 650 0121 )
Bromley SACM = Swansea + India ( 08450 650 0925 )
Bromley STB = Swansea ( 0845 650 0125 )

Soon this will change as india have icms up & running & they have staff in swansea being trained on STB BB, so soon you could end up in either swansea or india when phoning tech support. which dont forgot is no longer run by NTL, but by IBM.

No other on net Dept ( ie Faults , Billing , CS, Installs ) have been moved to India, though unsure on off-net, as some was in india & some was in newport, unsure where it all is now.

[Florence]

Originally Posted by BarFly

ok just to follow up on what monkey has said with regard to on net calls :

Langley = Swansea + India ( 0845 650 0121 )
Bromley SACM = Swansea + India ( 08450 650 0925 )
Bromley STB = Swansea ( 0845 650 0125 )

Soon this will change as india have icms up & running & they have staff in swansea being trained on STB BB, so soon you could end up in either swansea or india when phoning tech support. which dont forgot is no longer run by NTL, but by IBM.

No other on net Dept ( ie Faults , Billing , CS, Installs ) have been moved to India, though unsure on off-net, as some was in india & some was in newport, unsure where it all is now.

I had phone calls back from NTL and they said that customers need to give NTL feedback on how they find the callcentres and if the outcome was successful. I have given them my views on the India callcentre and they admited the system failed me. I wasn't asked trelevent questions and tests wasn't carried out. This will happen many times and in the end NTL will have to admit its false economy.


How many Top bosses bonuses would pay to have the callcentres in the UK as if the only way they can reach their targets to get the bonuses then they should lose the bonus due to their failure, they have failed the company, customers and the UK.

[Chris W]

I'm quite liking this india callcentre lark, it means none of the moaning about Tech Support is directed at Swansea anymore; everyone immediately assumes that the new staff in India and worse trained than new starters in Swansea, but ho hum...

India can take the blame as far as i'm concerned

[Neil]

Originally Posted by Kits

How many Top bosses bonuses would pay to have the callcentres in the UK as if the only way they can reach their targets to get the bonuses then they should lose the bonus due to their failure, they have failed the company, customers and the UK.

Bonuses??....

Hussain et all should lose their sodding jobs for the way they have contuinued to treat their customers, & all the BS they have spouted.

Let me tell you something-I have met Aizad on several occaisions, & at first I thought he was a genuine, caring guy that was capable of turning ntl's abysmal customer care reputation around.....then I woke up & realised I'd been sucked in by his BS.

He is one of the worst offenders IMO.

[Florence]

Originally Posted by Neil

Bonuses??....

Hussain et all should lose their sodding jobs for the way they have contuinued to treat their customers, & all the BS they have spouted.

Let me tell you something-I have met Aizad on several occaisions, & at first I thought he was a genuine, caring guy that was capable of turning ntl's abysmal customer care reputation around.....then I woke up & realised I'd been sucked in by his BS.

He is one of the worst offenders IMO.

You think he will hang around if he isnt getting a bonus! mm well yes perhaps you are right he will hang aroudn as he can't move on

[Chris W]

hmm... remind me how the MD of one company is responsible for another company outsourcing their call centre offshore??

Broadband Tech Support is managed by IBM- not ntl. So it is IBM that make the business decisions. They have a minimum five year contract in Swansea under TUPE regulations, so Swansea support will definately remain for another 4.5 years at least.

[Florence]

Originally Posted by monkeybreath

hmm... remind me how the MD of one company is responsible for another company outsourcing their call centre offshore??

Broadband Tech Support is managed by IBM- not ntl. So it is IBM that make the business decisions. They have a minimum five year contract in Swansea under TUPE regulations, so Swansea support will definately remain for another 4.5 years at least.

If they have to keep swansea support then the need for India is nill. I will personally not deal anymore with India they had their chance and blew it.

AS for the MD well who had this brilliant brain wave in the first place to falsly claim to save money.. If it wasn't him he had to accept the missguided idea for it to be implemented. The worst Idea NTL have ever come up with.

Don't see anyone suggesting to outsource Aizad's job to India now that would save NTL a fortune. outsource one job his.

[BarFly]

Originally Posted by Kits

If they have to keep swansea support then the need for India is nill. I will personally not deal anymore with India they had their chance and blew it.

AS for the MD well who had this brilliant brain wave in the first place to falsly claim to save money.. If it wasn't him he had to accept the missguided idea for it to be implemented. The worst Idea NTL have ever come up with.

Don't see anyone suggesting to outsource Aizad's job to India now that would save NTL a fortune. outsource one job his.

No one has outsourced Aizads job, as has been pointed out before because NTL have not sent the jobs to india, IBM has, perhaps aiming a few comments there way aswell as NTL's might not go amiss. All NTL has done is outsource to IBM ( rightly or wrongly is another arguement )

Is there a need for the india call centre? it has its good points & bad points, from someone who now works along side the india call centre...they make my standard of life better as i now have reduced anti social working hours due to them covering more & more shifts, & they will eventually, from my understanding, take all the anti-social hours, leaving swansea to cover 8-8 mon - fri .

There are bad points aswell, but il leave them go for now.

[Florence]

Originally Posted by BarFly

No one has outsourced Aizads job, as has been pointed out before because NTL have not sent the jobs to india, IBM has, perhaps aiming a few comments there way aswell as NTL's might not go amiss. All NTL has done is outsource to IBM ( rightly or wrongly is another arguement )

Is there a need for the india call centre? it has its good points & bad points, from someone who now works along side the india call centre...they make my standard of life better as i now have reduced anti social working hours due to them covering more & more shifts, & they will eventually, from my understanding, take all the anti-social hours, leaving swansea to cover 8-8 mon - fri .

There are bad points aswell, but il leave them go for now.

So technically the customers are screwed from 8pm every night until 8am and all weekend. as India couldn't arrange an engineer for me just told me to phone CS on monday to arrange the engineer. and this from a company that has now stopped maintaining the network only doing repairs when it fails. Reason for that they made most of the engineers redundant.

Great move forward.

[BarFly]

Originally Posted by Kits

So technically the customers are screwed from 8pm every night until 8am and all weekend. as India couldn't arrange an engineer for me just told me to phone CS on monday to arrange the engineer. and this from a company that has now stopped maintaining the network only doing repairs when it fails. Reason for that they made most of the engineers redundant.

Great move forward.

no as i said in my posts Kits,

Originally Posted by BarFly

from my understanding.

Please dont read into something i havent said Kits, also india will have the ability to raise fault tickets & deal with fully without passing to Swansea, probably after the next batch of harmony upgrades or maybe sooner.

If any agent has told you to phone Cs to raise a fault ticket then there was / is a problem there, because at present, swansea is open till midnight every night & all the agent would have done was raise a fault request & fwd it to swansea.

Just looked back: you were advised to speak to Cs as you couldnt pass Dpa & needed a pin no. this is a training issue not a problem where the support wasnt dealt with, if you would have had the pin no. a fault would have been raised for you, but this a now turning into a hypothetical<sp> situation so il stop there.

Originally Posted by BarFly

they make my standard of life better as i now have reduced anti social working hours due to them covering more & more shifts, & they will eventually, from my understanding, take all the anti-social hours, leaving swansea to cover 8-8 mon - fri .

please be aware my comments are regarding moving to 8-8 mon -fri are personal, as i said, my standard of life better, nothing is mentioned regarding to level of support or how it affects customer level of support, that is not for me to decide upon