More NTL redundancies - Page 6

BarFly · 21-02-2005, 21:38

Quote:

Originally Posted by dezzo

So the Dial up Tech Support and the Broadband Tech Support have been outsourced. It looks like the In-House techs are going to be outsourced and a lot of collections are now done by agencies instead of actual Ntl staff.

How long before Customer Services are outsourced as well?

from what ive heard here in Swansea, NTL have been impressed with the way IBM have taken over tech support, & they are looking to them to take over the faults department aswell, in the same way.

Manpower are already recruiting staff for the faults dept, stopped recruiting for tech support a while ago as they increase the head count in india, & as you may be aware, Manpower do all IBM hiring & HR work in there call centres.

scrotnig · 21-02-2005, 21:43

Quote:

Originally Posted by BarFly

from what ive heard here in Swansea, NTL have been impressed with the way IBM have taken over tech support, & they are looking to them to take over the faults department aswell, in the same way.

Manpower are already recruiting staff for the faults dept, stopped recruiting for tech support a while ago as they increase the head count in india, & as you may be aware, Manpower do all IBM hiring & HR work in there call centres.

It's my firm belief that the long term ambition of ntl is to have almost ALL call-centre based staff in India, but not working for ntl, instead they will work for an outsourcing company.

This, I believe, is the driver behind the change to COBI. COBI never gets referred to as ntl any more, not NTL COBI or anything like that, just COBI. This, I believe, is so it can contracted out to a third party who will then run customer services, faults, complaints, install despatch, etc etc.

Once Harmony is in place all the above jobs could be done from India. It'll take years to get to that point, but that's where I think it's heading.

Womble · 21-02-2005, 21:59

Quote:

Originally Posted by scrotnig

It's my firm belief that the long term ambition of ntl is to have almost ALL call-centre based staff in India, but not working for ntl, instead they will work for an outsourcing company.

This, I believe, is the driver behind the change to COBI. COBI never gets referred to as ntl any more, not NTL COBI or anything like that, just COBI. This, I believe, is so it can contracted out to a third party who will then run customer services, faults, complaints, install despatch, etc etc.

Once Harmony is in place all the above jobs could be done from India. It'll take years to get to that point, but that's where I think it's heading.

I think you are right about COBI. I can't comment on the India bit, but the rest I agree, the writing is on the wall. COBI appears to have been set up so it can be contracted out.
What I will say is, this is,by and large how C&W and many other Telco's operate

Chrysalis · 21-02-2005, 22:27

My plan was to goto ntl business service later in the year but out of morality I will probably try and change ISP, and if possible cancel my TV and PHONE with NTL also.

Escapee · 22-02-2005, 09:06

Quote:

Originally Posted by BarFly

from what ive heard here in Swansea, NTL have been impressed with the way IBM have taken over tech support, & they are looking to them to take over the faults department aswell, in the same way.

Manpower are already recruiting staff for the faults dept, stopped recruiting for tech support a while ago as they increase the head count in india, & as you may be aware, Manpower do all IBM hiring & HR work in there call centres.

I was told that a manager from Swansea was shouting his mouth off in a meeting with senior managers, stating that his support techs at Swansea not only understood the customers pc's and modems, but also understood how the network worked. He said his employees were paid less than the current service/network technician/engineers, but are capable of handling the network guys jobs.

I'm sure I posted that a couple of months ago when I heard it from an ntl manager who was present at the meeting, it certainly looke like the managers outsourcing support facilities have their eyes on doing the same to the hands on type roles.

I will say again though, ntl South Wales are currently interviewing for service technicians. It doesn't look like contracting out is happening across all regions just yet. It could however be the usual ntl way of managers conducting interviews not actually knowing whats going on.

Florence · 22-02-2005, 09:38

Quote:

Originally Posted by BarFly

from what ive heard here in Swansea, NTL have been impressed with the way IBM have taken over tech support, & they are looking to them to take over the faults department aswell, in the same way.

Manpower are already recruiting staff for the faults dept, stopped recruiting for tech support a while ago as they increase the head count in india, & as you may be aware, Manpower do all IBM hiring & HR work in there call centres.

Would these same managers meet up with a group of customers who have had to deal with the outsourced tech support and listen to what we have had to go through and end up with still 2 days wait until CS were back in work to just arrange an engineer visit for a wrongly diagnosed cable modem fault?

I am sure many members who are customers are willing to meet face to face and let them hear the actual feeling amoungst customers. Should send a group to each area and the meeting has to be face to face managers only.

Ignition · 22-02-2005, 10:06

Quote:

Originally Posted by Escapee

I was told that a manager from Swansea was shouting his mouth off in a meeting with senior managers, stating that his support techs at Swansea not only understood the customers pc's and modems, but also understood how the network worked. He said his employees were paid less than the current service/network technician/engineers, but are capable of handling the network guys jobs.

Bull, erm, excrement. No offense to the TSB but it's really not their issue to know about these things and I would bet none of them have a proper understanding of how the HFC works.

A statement like that makes how ignorant some management are of HFC operations blatantly obvious. I've been studying it for nearly 2 years now and know next to nothing.

I guess my job is in danger if TSB bods know how the network works end to end as well, they get a fair bit less wedge than me but still.

I reckon they should try this for a week and then fire the manager in question when it all goes completely tits up.

Womble · 22-02-2005, 10:08

Quote:

Originally Posted by Escapee

I was told that a manager from Swansea was shouting his mouth off in a meeting with senior managers, stating that his support techs at Swansea not only understood the customers pc's and modems, but also understood how the network worked. He said his employees were paid less than the current service/network technician/engineers, but are capable of handling the network guys jobs.

I'm sure I posted that a couple of months ago when I heard it from an ntl manager who was present at the meeting, it certainly looke like the managers outsourcing support facilities have their eyes on doing the same to the hands on type roles.

I will say again though, ntl South Wales are currently interviewing for service technicians. It doesn't look like contracting out is happening across all regions just yet. It could however be the usual ntl way of managers conducting interviews not actually knowing whats going on.

There appears to be Tech jobs going in just about every franchise, Surrey, Sussex, Watford, Northampton to name a few. Probally cos they get treated like **** to!!!

Name this apt tune.....
We got to get outta this place, if its the last thing we ever do
We gotta get outta this, girl there's a better life for me and you

Ignition · 22-02-2005, 10:12

Look on the bright side, go work for the contractors probably treat you better than ntl do.

Womble · 22-02-2005, 10:15

Quote:

Originally Posted by Escapee

I was told that a manager from Swansea was shouting his mouth off in a meeting with senior managers, stating that his support techs at Swansea not only understood the customers pc's and modems, but also understood how the network worked. He said his employees were paid less than the current service/network technician/engineers, but are capable of handling the network guys jobs.

You got to love the sheer class of the Empire Builders in NTL. They know absolutely f**k all about their chosen Empire, make B*l*oX statements, and still keep thier jobs when the s*it hits the fan

__________________

Quote:

Originally Posted by Ignition

Look on the bright side, go work for the contractors probably treat you better than ntl do.

Too true!!
South East rail maybe

Escapee · 22-02-2005, 11:58

Quote:

Originally Posted by Womble

You got to love the sheer class of the Empire Builders in NTL. They know absolutely f**k all about their chosen Empire, make B*l*oX statements, and still keep thier jobs when the s*it hits the fan

__________________

Too true!!
South East rail maybe

I think it was as you say "Empire Building" The guy was apparently pushing the point that his guys in Swansea TSB were paid less than the techs out on the network, so I suppose it could of been a lever to get them more money!

I doubt it was a money increase for their tech's, more likely to be a empire building issue!

Womble · 22-02-2005, 15:15

Finally found the link I was looking for regarding Repair/Service techs...
http://www.jobsite.co.uk/cgi-bin/vac...tion=913948822

Florence · 22-02-2005, 18:17

Well the meeting NTL had with Managers??? any answers or have we now got the only ISP with no staff in this country working for them?

**Paul** · 22-02-2005, 18:24

We will be posting information that we have obtained very shortly - keep your eye out

TheInsider · 22-02-2005, 20:14

Quote:

Originally Posted by Paul M

We will be posting information that we have obtained very shortly - keep your eye out

All i can add to that is what i have heard from Engineers on the phone today. It all seems to have been kept close to the chest

.

From what i have heard there are 6 Managers and 6 Senior "team leaders" Installs techs fighting for 6 jobs in the North West. I have only had chance to talk to Engineers for up in the North West. If this affects other regions i don't know. They have all been placed on 30 days notice as of today.

NTL hang your head in shame