NTL Tech support is in India

[Wakar]

Originally Posted by Stuartbe

These call centres are the worst crack pot idea that has been drempt up yet !

As anyone who has worked in tech support will tell you - its hard enough trying to walk a ciustomer over changing tcp/ip settings ect but trying to do it with a language barier in the way is close to imposible.... Thats of corse if you have someone on the end of the phone who does not think that PCI stands for perticulaly clever interface !!!

As most of you know I lost a good job due to the centre being moved to india.... Bad Stupid idea IMHO It makes by blood boil... !!!!

Sadly a lot of companies will keep moving the call centres over to countries like India as it all comes down to one simple fact --- MONEY --- With cash saved by getting rid of decent tech bods in this country ( yes there are some decent ones ) the MD's can have two extra rounds of golf on Monday !!!

When are the busineses in the counrty going to pull there thumbs out of there backsides, stop thinking that we should be greatfull to them for the service and realise that ---- WE PAY THERE WAGES ----

Rant Over

I totaly agree with StuartBe.. i work in a call center (IT Dept) and the funny thing is that its going to be moved approx 120miles north of where it is now... the only thing is that the people working there dont know about this.. it just says all there after is there PROFIT and not the service they provide. The thing is that the people that work there know the system inside out and if 10% only trvel with the company they'll have to train more people, when they move which means more training to be done and less work will be gained when these new workers start.. Just a point onwards from what stuartbe was saying.. Hope i aint 'threadcrashed' this thread..

WAKAR

In principle, there is nothing wrong with Tech support being based in India, or anywhere else. We live in a global marketplace. HOWEVER, it does depend on the personnel involved being a) proficient in English and b) having access to the same local information and tools as a local call centre - e.g. Swansea. I've dealt with call centres in India and Malaysia and found the personnel extremely knowledgable and helpful.

[SLM]

As a couple of people have already stated ntl gave the contract to ibm to do the tech support I do not know but would ntl have a say where the call centre is, as its down to ibm where they do buisness?

I do how ever share the same attitude for call centres etc going abroad, when they make alot of British people redundant just to save a couple a quid.

[Florence]

Originally Posted by Wakar

Just a point onwards from what stuartbe was saying.. Hope i aint 'threadcrashed' this thread..

WAKAR

I have had my so you are more than welcome to have yours as long as it is about offshore call centers.

[poolking]

Oh great another crackpot idea from NTL. No offence to Indians, but what the hell are NTL thinking?

It might cost me a lot to get my BT Master socket fixed, but this on top of the constant over charging due to an IT error, I'm thinking of saying bye bye to NTL.

[Florence]

Originally Posted by poolking

Oh great another crackpot idea from NTL. No offence to Indians, but what the hell are NTL thinking?

It might cost me a lot to get my BT Master socket fixed, but this on top of the constant over charging due to an IT error, I'm thinking of saying bye bye to NTL.

My hubby has said he thinks it could be time to look around
and he never likes to spend money to change when he already has the product supplied.

[Chrysalis]

Government needs to start taxing outsourced jobs to put companies off doing it.

[Flubflow]

Originally Posted by JohnHorb

In principle, there is nothing wrong with Tech support being based in India, or anywhere else. We live in a global marketplace. HOWEVER, it does depend on the personnel involved being a) proficient in English and b) having access to the same local information and tools as a local call centre - e.g. Swansea. I've dealt with call centres in India and Malaysia and found the personnel extremely knowledgable and helpful.

Yes, thats the other side of the story. In fact there could be times when we ring NTL support, get someone from India and never know it because that particular person happens to be both very fluent in english and extremely helpful & knowlegable.

[ian@huth]

I wonder how many people of Indian origin are employed by NTL in call centres over here. Most countries these days are becoming multi cultural and you can have quite a mix of nationalities in any organisation. The actual nationality of any CSR doesn't really matter, what matters is their ability to do the job both to their employers and customers satisfaction.

[Nugget]

Originally Posted by Kits

That will make thing even worse so if I phone tomorow to get to the bottom of this I could end up back in INDIA!

Would you bring me back an elephant?

[orangebird]

Originally Posted by JohnHorb

In principle, there is nothing wrong with Tech support being based in India, or anywhere else. We live in a global marketplace. HOWEVER, it does depend on the personnel involved being a) proficient in English and b) having access to the same local information and tools as a local call centre - e.g. Swansea. I've dealt with call centres in India and Malaysia and found the personnel extremely knowledgable and helpful.

I'm agreed with that post. I don't care where the calls are directed to, as long as my query can be dealt with.

The opinion that all the money saved is paying for rounds of golf is a little short sighted IMO. The less costs ntl have, the less they can sell their services to the end customer. It's supposed to be a profit making organisation.

[Nikko]

Originally Posted by Nugget

Would you bring me back an elephant?

If you had asked me that last week I would have obliged! I have just got back from Goa

Interestingly we had a compound of delays on the return flight, meaning I missed any possible train connections home last night & had to stay over at an hotel

So this morning I had to check train times, and the Central Trains helpline is in India, apparently...............

[Russ]

I have to say I've always found cultural differences to be a huge problem. My car insurance is with Admiral and when I called up for my renewal recently, I had to go through the standard DPA which is fine, however on my policy my name is 'Russell' so when they asked for my details and gave my first name as 'Russ', they refused to help me as they did not realise it was one and the same name. Now I understand their intentions were good but it's problems like this which build up resentment from customers.

As it happens I'm thinking of moving my bank account from HSBC to Natwest just so I can be sure of getting through to a UK callcentre. It's not a racism thing, it's just I've never felt confident in dealing with Bangalore/Bombay callcentres.

So if I needed to call tech support and I ended up speaking to someone in India, off the bat I'm not going to feel very confident.

[Neil]

Originally Posted by orangebird

I'm agreed with that post. I don't care where the calls are directed to, as long as my query can be dealt with.

The opinion that all the money saved is paying for rounds of golf is a little short sighted IMO. The less costs ntl have, the less they can sell their services to the end customer. It's supposed to be a profit making organisation.

I agree too, but the money saving shouldn't be at the customer's expense, & any moves regarding call centres etc should be done for the customer's benefit, which can only lead to more money for the company involved.

Happy customers=profit for any company.

[scrotnig]

Originally Posted by orangebird

I'm agreed with that post. I don't care where the calls are directed to, as long as my query can be dealt with.

The opinion that all the money saved is paying for rounds of golf is a little short sighted IMO. The less costs ntl have, the less they can sell their services to the end customer. It's supposed to be a profit making organisation.

You will say that until it's YOUR job that goes down the pan when the jobs move to India.

And people tell me that affected people can get another job. Not if ALL the call centre work ends up in India they can't.

Companies who do most of their business in the UK should have call centres in the UK, end of story.