NTL Indian support centres - a plea to NTL

[nffc]

Originally Posted by salem

the last time i spoke to tec in india due to a really slow connection (i'm on 3 meg and was speed testing at 128 kbps ) i was asked to run netstat .
this returned the result that i had 5 ports open, ahh he said, thats why your connection is so slow, to which i replied that he was having a laugh wasnt he?
then he argued that i was only on a 1 mb connection and then said the fault was with my pc and not a fault with my connection.
then he hung up on me.

I e mailed ntl with my issue and my experience with tec support in india and the next time i turned my pc on the problem was resolved

from what i could gather from the conversation i had with him he was way out of his depth

ho humm

s

Ah, the old fob off. Pees me to the extreme cos then we have to pick up the pieces.

[Chrysalis]

Originally Posted by BarFly

this has been explained many times berfore on this board, selective reading on your part i guess, but what the hell, just for you, il tell you again, Tech support employee's who were employed by NTL were tupe'd/ tranferred to IBM/Manpower, no one lost there jobs directly because of the transfer in swansea, though as i said, there were voulntary redundcies for a handfull of managers 6 months after..... tbh no great loss..

Ok so the ones who didnt take up a redundancy offer are now working in swansea? and what was the number who took up voluntary redundancy was it 3 figures 4 figures?

Did scrotnig used to work for tech support since he mentioned he lost his job but I cant remember if he was forced out or not.

"It was your ridiculous comparision to the Nike sweatshops that i thought & still do think is b0ll0x "


Youre quite entitled to have that opinion just as much as the one I have that in doing what they are doing, putting profit before customer satisfaction, are NTL really that different to Nike?
NTL have outsourced a service to increase profits with obviously no idea what is going on when a customer is unfortunately put through to these call centres, I mean are these call centres monitored by NTL management? I would guess not, maybe I am wrong, but why should a customer be informed that if he/she gets through to an indian call centre just hang up and try again!?
You can imagine the dialogue " Is that the indian call centre?"
Reply," yes sir/madam, can I have your account number please?"
" Oh its ok I will call back again "
How long would the above scenario happen before speaking to a none indian call centre?
Ofcourse we only have the word of the customer who mentioned this, but if it is true I find it worrying.

[BarFly]

Originally Posted by Chrysalis

Ok so the ones who didnt take up a redundancy offer are now working in swansea? and what was the number who took up voluntary redundancy was it 3 figures 4 figures?

Did scrotnig used to work for tech support since he mentioned he lost his job but I cant remember if he was forced out or not.

single figures im sorry 5-10, ......Yes those that stayed are still working in swansea, either for IBM or manpower & they run at the 3 figure mark.....

AFAIK Scrotnig worked in CS or retenetions ( not 100% sure though ), he wasnt based in swansea, so not in tech support, dont know for sure but i think i remember him saying his dept was being moved to another Call centre in the UK in the line with the cutting down of call centres from 7 to 3....

[Chrysalis]

ok thanks for the info, I thought the number's of job losses were much higher.

Originally Posted by BarFly

single figures im sorry 5-10, ......Yes those that stayed are still working in swansea, either for IBM or manpower & they run at the 3 figure mark.....

AFAIK Scrotnig worked in CS or retenetions ( not 100% sure though ), he wasnt based in swansea, so not in tech support, dont know for sure but i think i remember him saying his dept was being moved to another Call centre in the UK in the line with the cutting down of call centres from 7 to 3....

Scrotnig worked in Manchester.

[theNomad]

Damn another day another 3-4 junk calls from India.Sure 1 or maybe 2 but by the time youve had a couple your patience wears thin.

The people I feel sorry for with these waste of time calls are the poor people here who have Indian accents trying to do their jobs that involves phone use.

We all get frustrated at having to walk to the phone and slam it down within seconds of the dreaded "Ello Am I Speaking too" Indian accents.

Well imagine the poor receptionists here e.g. from doctors surgeries who must surely get phones slammed down on them without people giving them time to explain why theyre contacting you.

That said what do you do listen to how some guy in India called Lee or Dave poorly tells you he can save you £50 a year on your electric bills.Don't get me wrong I understand everyone as a right to earn a living but phone advertising shouldnt be aloud,we get bombarded by adverts everywhere else.

[Gentleman_Rogue]

I work for an insurance company with an Indian call centre. Now the folks are perfectly nice people, very good at there jobs and totally polite. However, they seem unable to think outside of the box, so to speak, and their attitude infuriates customers. The offical line in our company is that we cannot recruit CS agents fast enough in the uk so we have to look elsewhere. The bottom line is that we have just laid off our temporary staff in the uk.

If my management tell me that thewre is nothing to worry about and my job is safe one more time, (and here comes the clue as to who they are) they can take their 'Calm Down Dear' and stick it straight up their 'Mr Mouse' holes

Anyone want my CV?

[tweetiepooh]

It's not the language per se that's the problem but rather idiom. When you learn a second or more language you may know the words and the grammer but that's not how it's really spoken.

So when you call you try some "chit-chat" or whatever. The poor person on the other end probably can understand the words but may miss inflection and so on that indicate real meaning.

That being said it can be a real pain if your problem doesn't quite fit what the script/system is telling them what to do.

Me : Hi, got a problem with ...
CS : You have a trojan/malware infecting Outlook.
Me : Not running Windows at the moment, Outlook not installed when I am.
CS : You need to download Outlook Cleaner from ....
Me : Not running Outlook and anyway not in Windows.
CS : We don't support Linux.
Me : That's OK, it's not a problem in Linux since it affects Windows too. It's not the PC since another PC has same problem. It's not router, problem still there connected directly.
CS : Please wait while I check 2nd line.
ping, ping plock ping diddy dum dum dum.
CS : Hi, there is no problem on the network in your area so it must be your fault. Thankyou for calling.

[scrotnig]

I worked in Manchester, was made redundant but redeployed. Then six months later left of my own accord due a change in shift patterns.

Certainly my earlier redundancy was nothing to do with Indian call centres, it was a UK restructure.

I should also say that I mainly enjoyed working for the company, did not leave under a cloud, and in fact would go back tomorrow if the job was right.

[th'engineer]

Originally Posted by tweetiepooh

It's not the language per se that's the problem but rather idiom. When you learn a second or more language you may know the words and the grammer but that's not how it's really spoken.

So when you call you try some "chit-chat" or whatever. The poor person on the other end probably can understand the words but may miss inflection and so on that indicate real meaning.

That being said it can be a real pain if your problem doesn't quite fit what the script/system is telling them what to do.

Me : Hi, got a problem with ...
CS : You have a trojan/malware infecting Outlook.
Me : Not running Windows at the moment, Outlook not installed when I am.
CS : You need to download Outlook Cleaner from ....
Me : Not running Outlook and anyway not in Windows.
CS : We don't support Linux.
Me : That's OK, it's not a problem in Linux since it affects Windows too. It's not the PC since another PC has same problem. It's not router, problem still there connected directly.
CS : Please wait while I check 2nd line.
ping, ping plock ping diddy dum dum dum.
CS : Hi, there is no problem on the network in your area so it must be your fault. Thankyou for calling.

I would agree but not just indian call centres have had the same view from a uk call centre .

[Sherlock614]

I rang CS a few days ago, basically just to ask when the email system would be back up and running (national work according to status page). She asked how i connect (modem etc) and that i need to be put through to Technical Support. She said "Thankyou" and the line went dead....

I then said " PLEEEEase don't put me through to India".... (thinking she was)...

She came back on the phone laughing, she heard what i said

She was fine about it all when i told her that i had to deal with India a lot recently etc.

[grindemon]

An Indian in India ....

Common Sense prevails in those who understand the above statement and the following ...

I doubt ntl: Technical Support in India has scripts to follow .. They do sound mechanical ... I guess they have certain steps to follow when encountered with a situation !

English would be 1st language for people who are graduates and belong to well-off families ... It is for me !!

Didn't mean to offend .. nor have I taken to heart the comments on this forum as they are yours ....

[Chris W]

Originally Posted by grindemon

An Indian in India ....

Common Sense prevails in those who understand the above statement and the following ...

I doubt ntl: Technical Support in India has scripts to follow .. They do sound mechanical ... I guess they have certain steps to follow when encountered with a situation !

English would be 1st language for people who are graduates and belong to well-off families ... It is for me !!

Didn't mean to offend .. nor have I taken to heart the comments on this forum as they are yours ....

I believe a degree is a prerequisite for a job with ntl in india.

do you work in a call centre for a UK company btw?

[grindemon]

Well Yes I do ....

Would be posting something interesting shortly regarding call centers in India !!