[Merged]Ntl to buy Telewest

[scrotnig]

Technical support could be deemed to be generically part of customer service with a small 'c'.

Bill is referring to Customer Service with a big 'C', in other words the actual department that has been called 'Customer Services', this has NOT been outsourced.

Originally Posted by scrotnig

Technical support could be deemed to be generically part of customer service with a small 'c'.

Bill is referring to Customer Service with a big 'C', in other words the actual department that has been called 'Customer Services', this has NOT been outsourced.

Appreciate that scronig.
Once all the i';s are dotted etc, how long before they realise that more money can be had for the shareholders by outsourcing customer services with the big C ?

[scrotnig]

Originally Posted by arcamalpha2004

Appreciate that scronig.
Once all the i';s are dotted etc, how long before they realise that more money can be had for the shareholders by outsourcing customer services with the big C ?

Going back to when I worked there (I left in May 2005 after four years) I often stated my belief that the purpose in splitting off customer services into a new bit of the company called 'COBI' was with this very thing in mind.

It won't happen til after the merger/buyout is complete, but it's my personal belief that it will happen. Won't necessarily mean India, just that another company will manage the operation on ntl's behalf. bad move though IMO.

The above is my own personal opinion and NOT based on any information I ever heard, it's nothing more than an educated guess.

Originally Posted by scrotnig

Going back to when I worked there (I left in May 2005 after four years) I often stated my belief that the purpose in splitting off customer services into a new bit of the company called 'COBI' was with this very thing in mind.

It won't happen til after the merger/buyout is complete, but it's my personal belief that it will happen. Won't necessarily mean India, just that another company will manage the operation on ntl's behalf. bad move though IMO.

The above is my own personal opinion and NOT based on any information I ever heard, it's nothing more than an educated guess.

All companies will look for ways of maximising profits, and not necessarily for the good of customers, sadly if it means a nice wedge for the shareholders in increased payouts the customer comes last, thats a fact of life.
We moan about call centres in india, but i have yet to see a company who have adopted the idea backtrack.

Originally Posted by arcamalpha2004

All companies will look for ways of maximising profits, and not necessarily for the good of customers, sadly if it means a nice wedge for the shareholders in increased payouts the customer comes last, thats a fact of life.
We moan about call centres in india, but i have yet to see a company who have adopted the idea backtrack.

Good post.

Trust me i don't like offshoring at all and i am dead set against it. You will not see me defend it in any way whats so ever

If companies were so interested in looking after their employees long term futures they would not outsource.

As an employee you are expendable against the need to make money for the company, when I say " you " I am not pointing the finger at you particularly bill
The company I work for is no different, at the moment they are looking at closing stores to minimise the space they have, with no impact on employees they say, do me a favour hey?
I am against outsourcing because it just puts money into other countries when we should be looking after our own.
The whole concept of outsourcing call centres is no different to what we see with regard to outsourcing of say a public landlords housing stock repair books, opening to tender to the lowest bidder with no real regard for the quality side of things.

[Womble]

Originally Posted by arcamalpha2004

All companies will look for ways of maximising profits, and not necessarily for the good of customers, sadly if it means a nice wedge for the shareholders in increased payouts the customer comes last, thats a fact of life.
We moan about call centres in india, but i have yet to see a company who have adopted the idea backtrack.

Didn't the HSBC pull out over fraud??
__________________

Originally Posted by scrotnig

Going back to when I worked there (I left in May 2005 after four years) I often stated my belief that the purpose in splitting off customer services into a new bit of the company called 'COBI' was with this very thing in mind.

It won't happen til after the merger/buyout is complete, but it's my personal belief that it will happen. Won't necessarily mean India, just that another company will manage the operation on ntl's behalf. bad move though IMO.

The above is my own personal opinion and NOT based on any information I ever heard, it's nothing more than an educated guess.

COBI - Contracting Out Business Initiative

[Chrysalis]

Originally Posted by dezzo

Well they could do it if they wanted to but it isn't really cost effective as it would be the equivalent to completing a new build.

Well seeing things from where I am analogue customers are more profitable they dont currently qualify for a lot of ntl's deal's and pay more for top range packages and get less channels, they also get less services.

If ntl think its viable to suddenly lose thousands of customers when the analogue switch off day occurs then I guess thats a decision they make, question's I like to ask simon duffy if I ever met the bloke is why is it viable to upgrade london from analogue to digital when it has more competition and hence less penetration, the answer is I expect the area is more likely to catch press attention and so the decision was made to get it up to par with services, leics and southampton are lower risk. Are leics and southampton the only 2 area's built with these old networks or was there other's that got upgraded? but at some point it was suddenly decided unviable. On broadband I am on a analogue tv network and so is my sister yet I get broadband and she doesnt, so again was there an upgrade partially done and before they reached my sisters street someone somewhere suddenly decided it was unviable. Lots of unclear things here. The 2 chairman the telewest one is defenitly a better person in my view since he made the effort to ensure telewest offered a universal service. What does unviable mean exactly? as there is a point they would break even we are talking highly populated areas here not some tiny villages.
__________________

This deal only benefits one group of people and that is shareholder's, telewest shareholders got a load of cash and ntl shareholders got a bigger company.

staff will suffer
customers will suffer, mainly telewest ones
competition will suffer

Originally Posted by Womble

Didn't the HSBC pull out over fraud??
__________________

Simple answer no

[Womble]

Originally Posted by Bill C

Simple answer no

My mistake..... It was Capital One

http://www.destinationcrm.com/articl...or++AND+arussy

Originally Posted by Womble

My mistake..... It was Capital One

http://www.destinationcrm.com/articl...or++AND+arussy

My son has just binned HSBC because they are in india and are a complete waste of time.

[Womble]

Originally Posted by Bill C

My son has just binned hsbc because they are in india

good for him!!

although I think its a losing battle..

[SMHarman]

Originally Posted by nate

Pretty much a given then that the name will be
UKCable

Not really, it is a sound protectionist purchase. IMHO it is a very poor name, Sky are not called UKSat (and infact dropped the British Sat Broadcasting name), Orange are not called UKMobile, they have punchy names, just like Blueyonder hints at the size of cyberspace and Roadrunner (the Time Warner brand for BB) hints at the speed of their service.
__________________

Originally Posted by arcamalpha2004

"I left 2 companys up to now over india and i WILL dump NTL if they offshore Customer service."

Offshoring is a full circle thing at the moment, many are now looking at more onshore as supply / demand has driven up the cost of offshore to the point it is viable to keep on shore, especially when considered with the political fall out, management time and other aspects.

[nate]

Originally Posted by SMHarman

Not really, it is a sound protectionist purchase. IMHO it is a very poor name, Sky are not called UKSat (and infact dropped the British Sat Broadcasting name), Orange are not called UKMobile, they have punchy names, just like Blueyonder hints at the size of cyberspace and Roadrunner (the Time Warner brand for BB) hints at the speed of their service.

That's a very valid point. UKCable isn't a very good name, though it is referenced quite a bit in that one press release that was posted earlier, http://ntltelewest.mergerannouncemen...esentation.pdf though is possibly just a 'working title', a name to refer to the two merged companies during the proceedings. It does raise suspicions however, Telewest having the domain.

[SMHarman]

Press releases in the papers today certainly described it as a "working title".