Ntl outsourcing swansea tsb to IBM

[Frank]

Originally Posted by A=MH²

I think you'll find that IBM will handle things in a far more proffessional and efficient manner, which in turn should cost less.

Hmmmmmmm. I'm afraid I strongly disagree having experienced the IBM-run IT Helpdesk at ntl.

I think that the quality will go down, the costs will Skyrocket as IBM are involved, and the customer will end up getting a worse deal when the effects of Manpower control filter through after a few months.

Originally Posted by A=MH²

IBM will be answerable to NTLI so the customer experience, if it does not improve may see the contract with them nullified.

LOL, sorry but it doesn't work like that. IBM have been in charge of ntl's IT support, etc since 2001, and every single person I've ever spoken to in ntl has been derogatory about the level of service provided by IBM and the prohibitively high costs.

Originally Posted by A=MH²

We'll just have to "suck it and see".

Indeed we will.

[Frank]

Originally Posted by MovedGoalPosts

As for recruiting via an agency, does that gurantee better staff quality. I doubt it, more it's lining the pockets through the fees payable of yet somebody else, rather than investing in the actual support system's facilities and staff directly operating it.

Precisely.

[Tech_Boy]

http://homepage.ntlworld.com/tech_bo..._structure.jpg

pretty much says it all

[Florence]

How long before they move these jobs to India, Pakistan or will Iran become the latest target.

Saddly this is not what NTL customers was wanting to hear we was more thinking less bosses and more frontline people who had the companies customers as a priority.

Time for rethinking the options available to most customers if this is the trend that management want they are selling us the customers short and putting our personal details open to abuse from others. Already some in India have shown they can be bribed to give card details out.

The most secure way to control the records of the customers is keeping this in house under total control of the management perhaps new management with the correct ideas on how to improve the system.

[scrotnig]

Originally Posted by Kits

How long before they move these jobs to India, Pakistan or will Iran become the latest target.

Saddly this is not what NTL customers was wanting to hear we was more thinking less bosses and more frontline people who had the companies customers as a priority.

Time for rethinking the options available to most customers if this is the trend that management want they are selling us the customers short and putting our personal details open to abuse from others. Already some in India have shown they can be bribed to give card details out.

The most secure way to control the records of the customers is keeping this in house under total control of the management perhaps new management with the correct ideas on how to improve the system.

Woah...less haste, more Alpen!
These jobs haven't gone to India. I suppose in theory they might in the future, but also they might not. Let's not start talking about 'giving up ntl services' just because there is a theoretical possibility that some jobs might end up in India. Wait until anything definite is said (which I personally doubt) and then review the situation then.

The recent Fujitsu outsourcing of dialup tech support doesn't seem to be going that way and I have not yet heard any negative feedback from the affected staff, despite dealing with them on a regular basis.

In my time with the company, most of these sort of 'rumours' have turned out to be totally false, and I hear many of them, believe me.

[Russ]

How do you know it's his webspace?

The only people here who would be able to get any kind of trace on him would possible be the admin team and we're certainly not going to do that.

[Russ]

What's the problem? If someone was to try and report him, they would need to prove beyond a shadow of a doubt that he is not using webspace belonging to someone else, surely?

[Shaun]

Have I missed something or has Tech boy just posted a rather humorous and witty picture, how does this break the terms of his contract?

[Frank]

And now back on topic please...

[Tech_Boy]

I would just like to clear things up with Just another noob, I'm making a statement about the upper levels of management the world over, not just in NTL.

I am sorry If I have caused offence to anyone.


Peace Out.

Originally Posted by nostra

Thats right... in the end the council took the call centres back off Manpower (or something along those lines)

there are now a couple of contracts going on there now such as the Department of work and pensions

Department for work and Pensions (DWP) is currently held by EDS, They also Hold Jobcentre plus, and several other BIG, and i mean BIG contracts.
EDS have revenues of approx 20 Billion US dollars, would a company like that deal with manpower if manpower was such a bad company?

Manpower provide staff to EDS for all these accounts.
I wouldnt worry about manpower, it isnt manpower that hold th econtract, if Mnapower dont perform then IBM will get out. Manpower provide staff on the terms IBM setout. Any problems and worries you have will be better addressed to IBM.

[greencreeper]

I was talking to a mate about this the other day - the rise of the virtual company where the company is little more than a name and a handful of staff in an office somewhere. Everything is outsourced - contracts are easier to manage than departments. Develop your skills for the new jobs market: know yourself and what you have to offer, market yourself aggressively, and always do what's best for your career. Forget company loyalty because they won't be loyal to you and chances are you'll be employed by an agency anyway. Get what you can out of your company, particularly in terms of training - but know and be clear about what training you need and make sure you get it. Remember that when it comes to agencies you become a comodity just like a packet of cat litter, say. They're not nice people. In my estimations they're down there with Job Centre and DSS staff. It sucks I know but it's a modern world The cosy British notion of a job for life just doesn't exist anymore.

[Luxor]

Originally Posted by A=MH²

I think you'll find that IBM will handle things in a far more proffessional and efficient manner, which in turn should cost less. IBM employ (via Manpower) 175,000 call centre employees world wide on a permenant basis, and this experience will soon be reflected in a change (hopefully for the positive) to the customer and his experience in dealing with NTLI. Better tech support management = happier, more productive and better trained staff = happier customer base. IBM will be answerable to NTLI so the customer experience, if it does not improve may see the contract with them nullified.

I have to say this seems like a positive step, one I'm quite happy about, but as litany of cliches and counter cliches go, "Que Sera Sera", "Proof is in the pooding" etc.... We'll just have to "suck it and see".

*fingers crossed*

As someone who was outsourced to IBM from the Bank of Scotland, I have to say that the words professional and efficient are not quite the ones I would have used. We as an outsourced group were awestruck by just how bad our new employers were. As long as you enjoy red tape instead of dealing with problems however you are sorted.

[mmm]

I hope the ntl management took note of the following, not same industry and internal vs external customers, but...

Tuesday 26 March 2002

Invensys hands IBM £700m outsourcing deal

Invensys, the troubled IT and automation group, has outsourced its IT operations in more than a dozen countries to IBM's Global Services Group in a 10-year deal worth £700m.

http://www.computerweekly.com/Article111096.htm

26 September 2003
...
This past week, after damages that amount to hundreds of millions of dollars over two years, the news came via the weblogs that the IBM deal was finally cancelled. Apparently, Haythornthwaite finally wised up, or perhaps the scaled down Invensys was not profitable for IBM. Some 600+ ex-Invensys-now-IBM employees are now to be re-transferred back to Invensys.

Who can calculate the damages in already replaced hardware, misplaced documentation, half-baked software transfers and irreparable damage to many, many previously dedicated employees??

http://www.jimpinto.com/enews/sep26-2003.html#1

[Chris W]

ntl's IT support is already managed by IBM, so ntl have already had first hand experience of the company. The most have some good reason for doing it, otherwise why did not not outsouce to Fujitsu like they did with dial up support

I am not going to comment on what i think about IBM's management skills but i just hope it is good as we are being as told it will be. Only time will tell....

MB