[Merged] Internal Tech Support----> India.

[kissmygaseye]

Originally Posted by Kits

I think if enough people complain to the DPA about this and how we feel that our details could be compromised that this could be changed.

It's all above board and legal. An awful lot of people have already complained, the only way of getting it changed is in the EU court. That will never happen. The only way of doing it is not to shop/bank e.t.c. with the offending company and actually tell them why you no longer want to do any buisness with them.

To change minds people need to tell the companies the reason.

[themelon]

Originally Posted by Neil

Even ntl's own UK staff aren't "fully trained on NTL's systems and processes"

Training (or lack of it) has always been an issue at ntl, this being highlighted by the fact that you can normally ring ntl 10 times with the same question, & get 10 different answers (NB-Not aimed at ntl staff)

This coupled with the "if you don't know, then just use the old CS-BS â„ ¢ " makes consistancy nigh on impossible for ntl associates in my experience.

ntl are not alone in this department either.

How many times have people who rang BT to be told absolute nonsense about having to plug in 4 telephones before they will send out an engineer, how many times will they tell you line noise 'is normal', how many times will BT connect tell me that because my Broadband E-mail is not working in need to register with BT Yahoo and create an account...WTF?

Ummm........ didnt Sky famously take advantage of long term customers by not advising them of a blatent problem with Sky+ software (which customers in their 12 month contract got fixed free) and they then sent out an engineer for £65.... ........nice!

Its not just ntl, get over it!!

[Neil]

Originally Posted by themelon

ntl are not alone in this department either.

Ok, but this is an ntl discussion forum that you are posting in.

Originally Posted by themelon

How many times have people who rang BT to be told absolute nonsense about having to plug in 4 telephones before they will send out an engineer.

I have no idea.

Originally Posted by themelon

how many times will they tell you line noise 'is normal',

Again, I have no idea.

Originally Posted by themelon

how many times will BT connect tell me that because my Broadband E-mail is not working in need to register with BT Yahoo and create an account...WTF?

I still have no idea.

Originally Posted by themelon

Ummm........ didnt Sky famously take advantage of long term customers by not advising them of a blatent problem with Sky+ software (which customers in their 12 month contract got fixed free) and they then sent out an engineer for £65.... ........nice!

I have no idea, but be careful about what you post here, & think about whether what you have said may well be slanderous prior to posting please.

Originally Posted by themelon

Its not just ntl, get over it!!

I haven't got anything to "get over" thanks.

We are discussing ntl, & I made a point about ntl's training (lack of it) in the post you have quoted-& I know more about ntl & the way they do things than you could ever hope to, so why don't you "get over" that?

[Toto]

Actually, this post is about IBM, not ntl, as IBM are responsible for all ntl Internal desktop support.

It is IBM's decision to move its first line support call centre to India, and I'm sure Monkybreath has already confirmed that.

By all means jump on the cart if this is a beef about ntl's services, but at least in this thread the issue lies with IBM surely?

[Chrysalis]

Yes it is IBM who moved to india but NTL who pay IBM to provide the support I am sure could have stopped this if they wished to.

[nfs6600]

Originally Posted by monkeybreath

, i personally won't find it any harder to deal with people from india than people from teeside- both equally difficult to understand IMHO!

Oi, watch what you say about the Teesside lot mate We find it quite hard to understand the Swansea lot too, constantly breathing down the phone asking about a technician that's never going to turn up

Paul

Had a conversation over lunch today with a work colleague here in Miami who had to call tech support at Earthlink, his ISP ... and guess where the call centre is.

[etccarmageddon]

erm Earth?

Originally Posted by etccarmageddon

erm Earth?

Err ... yes, but more specifically, and taking the thread title into account ...

[Chrysalis]

no surprise, I know NTL arent the only company doing this rubbish but I am a customer of NTL so its them I bitch at (also my bank).

[Toto]

Originally Posted by Chrysalis

no surprise, I know NTL arent the only company doing this rubbish but I am a customer of NTL so its them I bitch at (also my bank).

LOL, I bet you do too :

Any advocates of free market capitalism out there?! If so, what's your take on this?

Since we no longer make anything any more (thanks Mrs T!) we are very much a service economy. Unfortunately the growth in technology now means labour is just a commodity in the global marketplace just like beans are on competing supermarkets' shelves. Companies will simply gravitate to the lowest cost option. I have every sympathy with staff at NTL and elsewhere where jobs are haemorrhaging abroad but none of us are innocent bystanders in all this. We are all complicit because we all, willingly/knowingly or not, take advantage of globalisation be it through cheap bananas in the supermarket, cheap electronic goods from China/Taiwan etc. People do nit buy British, they buy cheapest,

We can't have it both ways.

Originally Posted by andyl

Any advocates of free market capitalism out there?! If so, what's your take on this?

Since we no longer make anything any more (thanks Mrs T!) we are very much a service economy. Unfortunately the growth in technology now means labour is just a commodity in the global marketplace just like beans are on competing supermarkets' shelves. Companies will simply gravitate to the lowest cost option. I have every sympathy with staff at NTL and elsewhere where jobs are haemorrhaging abroad but none of us are innocent bystanders in all this. We are all complicit because we all, willingly/knowingly or not, take advantage of globalisation be it through cheap bananas in the supermarket, cheap electronic goods from China/Taiwan etc. People do nit buy British, they buy cheapest,

We can't have it both ways.

Your parody of free market capitalism is entertaining, if a little wide of the mark.

It's not simply a matter of selling at the cheapest price, it's about having the best product ... that's how you gain and keep customers and build brand loyalty. That's how stores like Marks and Spencer Simply Food, and Waitrose, can turn a profit despite having the likes of Asda on their doorstep. It's why Easyjet hasn't killed BA, and why Travelodge doesn't compete against Hilton or Marriott.

Outsourcing your customer services operations to India might, on the face of it, appear to be a sound business move because it cuts costs. But if in the long term it results in the business losing customers due to poor customer service, then free market capitalism dictates the Indian call centres be ditched in favour of an alternative that is better able to retain customers. A cheap product is useless if nobody will buy it.

We are in the early days of this phenomenon and it remains to be seen how successful outsourced callcentres will prove to be. Nat West at the very least now thinks having a UK call centre is a positive selling point worth spending a fortune on TV advertising to shout about.

Of course, free market capitalism also dictates that the operators of Indian call centres must recognise that they need to improve the service they offer if they are not to lose NTL and others as their customers.

Originally Posted by Chris T

Your parody of free market capitalism is entertaining, if a little wide of the mark.

It's not simply a matter of selling at the cheapest price, it's about having the best product ... that's how you gain and keep customers and build brand loyalty. That's how stores like Marks and Spencer Simply Food, and Waitrose, can turn a profit despite having the likes of Asda on their doorstep. It's why Easyjet hasn't killed BA, and why Travelodge doesn't compete against Hilton or Marriott.

Outsourcing your customer services operations to India might, on the face of it, appear to be a sound business move because it cuts costs. But if in the long term it results in the business losing customers due to poor customer service, then free market capitalism dictates the Indian call centres be ditched in favour of an alternative that is better able to retain customers. A cheap product is useless if nobody will buy it.

We are in the early days of this phenomenon and it remains to be seen how successful outsourced callcentres will prove to be. Nat West at the very least now thinks having a UK call centre is a positive selling point worth spending a fortune on TV advertising to shout about.

Of course, free market capitalism also dictates that the operators of Indian call centres must recognise that they need to improve the service they offer if they are not to lose NTL and others as their customers.

I totally agree with you but if (and I take your point that at the moment it is an if) overseas call centres can match or improve service at lower cost (like ASDA can sell the same beans cheaper than the corner shop) then that's where the jobs will go. That is free market capitalism at work in the global economy. The reluctance of many UK companies to invest in decent training here - no names mentioned but rearrange the letters T, L and N for example - will only accelerate that process.

[Chrysalis]

Well I have a different view, normally if a company does well the economy improves because more jobs are created and as such people have more money to spend, of course this wont work if the company creates these jobs abroad, how many people in india buy NTL services?