NTL Indian support centres - a plea to NTL - Page 8

Florence · 27-10-2005, 18:13

Quote:

Originally Posted by Chris W

The agents in India were starting to take STB calls when i left (June) so i am pretty sure that they will take both now.

Thank you Chris for the update..I will remember next time to not split them.

Chrysalis · 28-10-2005, 04:33

Quote:

Originally Posted by ian@huth

Were the queues that length because they could not get people with the necessary technical knowledge or because NTL would not employ enough operatives to keep the queues down? NTL staff who had the necessary technical knowledge lost their jobs which could have been retained if overseas call centres were only used for the overflow of calls which the UK call centres couldn't handle. Perhaps a better solution would have been to retain the UK call centres and have a telephone system which gave the caller the estimated time for their call to be answered with the options to press "1" to hold for a UK based agent or to press "2" to have your call handled overseas.

Thats a good idea, I feel more at ease knowing an estimated time of wait, and having the choice of where my call is taken would be great.

markknell · 28-10-2005, 08:01

Yes it's a good idea but in all honesty, how many people are going to press 2 !! There is so much bad press about overseas call centres I can't believe many people would.

Chrysalis · 29-10-2005, 12:36

Quote:

Originally Posted by markknell

Yes it's a good idea but in all honesty, how many people are going to press 2 !! There is so much bad press about overseas call centres I can't believe many people would.

then it would serve to pass a message on from the customers

30-10-2005, 22:25

Reading an article in the daily mail last week, the article states that abbey national is to pull the plug on cs in india, claiming, ( abbey national ) " We have listened to our customers concerns, our reputation is something we need to protect "

What does that attitude say about ntl's? I have my own thoughts.
Discuss....

31-10-2005, 07:18

Life in an Indian call centre: http://www.guardian.co.uk/india/stor...604686,00.html b

01-11-2005, 21:26

Quote:

Originally Posted by andyl

Life in an Indian call centre: http://www.guardian.co.uk/india/stor...604686,00.html b

I am sure ntl are happy with the conditions these people work in? otherwise surely they would pull out?

Chris W · 01-11-2005, 21:32

Quote:

Originally Posted by andyl

Life in an Indian call centre: http://www.guardian.co.uk/india/stor...604686,00.html b

remarkably similar to life in a UK call centre if you ask me...

Derek · 02-11-2005, 06:34

Quote:

Originally Posted by The Guardian

The true monotony of the work is disguised by 'camouflaging work as fun'

Yep. I'm sure for most call centre team leader jobs you need a degree in making posters from glitter and pasta shapes rather than actually having any real ability

*Apols to any competent TL's who may read this but they are in minority compared to extras from the muppet show.

Chrysalis · 02-11-2005, 17:01

If it is a 5 year contract I guess we will know 5 years after they moved if they are pulling out.

martin.worth · 09-11-2005, 22:54

I'm currently working for a well known router manufacturer we have an indian call centre and I have first hand experience of an indian call centre. I must fight there corner and say they can do a very good job that won't happen in an EU call centre, trust me when I say you'd never get the numbers in a call centre full of tommy english (as it were).

But I do agree that the problems are often down to the understanding of problems by the people in those call centres, I see calls everyday about problems that I can solve in 5 minutes where the customer has spoken 3 hours talking to people in our call centre.

In an ideal world there wouldnt be any indian call centre's, in the real world they need giving a better understanding of customers and there problems.

nffc · 09-11-2005, 23:03

Quote:

Originally Posted by martin.worth

I'm currently working for a well known router manufacturer we have an indian call centre and I have first hand experience of an indian call centre. I must fight there corner and say they can do a very good job that won't happen in an EU call centre, trust me when I say you'd never get the numbers in a call centre full of tommy english (as it were).

But I do agree that the problems are often down to the understanding of problems by the people in those call centres, I see calls everyday about problems that I can solve in 5 minutes where the customer has spoken 3 hours talking to people in our call centre.

In an ideal world there wouldnt be any indian call centre's, in the real world they need giving a better understanding of customers and there problems.

That's what I hear too, number of people ring up, and totally unprovoked say how nice it is to talk to someone in a UK call centre who will listen and then the customer just has a moan about the indian call centre...

martin.worth · 09-11-2005, 23:07

Damn right, the amount of people that say to me there glad to speak to someone english. To be fair there is two english people in our department of 25 who are native english and thats due to the fact we support the whole of europe.

What people don't understand is why its needed, if any company like NTL for example had a support desk in the UK it'd take three days to wait on hold and everyone would comlain they would never get through.

Russ · 09-11-2005, 23:10

Quote:

Originally Posted by martin.worth

Damn right, the amount of people that say to me there glad to speak to someone english. To be fair there is two english people in our department of 25 who are native english and thats due to the fact we support the whole of europe.

What's wrong with Welsh, Scottish or N Irish?

nffc · 09-11-2005, 23:18

Quote:

Originally Posted by martin.worth

Damn right, the amount of people that say to me there glad to speak to someone english. To be fair there is two english people in our department of 25 who are native english and thats due to the fact we support the whole of europe.

What people don't understand is why its needed, if any company like NTL for example had a support desk in the UK it'd take three days to wait on hold and everyone would comlain they would never get through.

Our hold time is usually no longer than ten minutes, probably takes them that long to go through the menu system too!