Improvements

[th'engineer]

Just started this thread with everyone in mind to be a constructive thread.

To identify what improvements people would like to see in NTL.

The idea is that is is for both employees and other stakeholders, customers, suppliers, contractors, bondholders to contribute.

Perhaps the team could consider submitting some of the ideas discussed to NTL.

It does not matter how out of the box the idea is but lets try to have a constructive thread with no flamming

[th'engineer]

Just to get it started here is a suggestion that fault detection is used instread of fault correction to give the customer a problem less service.

[orangebird]

Originally posted by th'engineer
Just to get it started here is a suggestion that fault detection is used instread of fault correction to give the customer a problem less service.

If you want ntl to take notice of this - maybe you can suggest a way of 'fault detection'? Kind of problem and possible solution type scenario....

[th'engineer]

Monitoring networks for faults it can be done on bromley do not know about other parts of the network.

Power levels at cabs, server status warnings just in time process for spares for maintainance .

Kanban systems min max ordering system.

[Mick]

Some of the higher rank within ntl need to be customer orientated some of them just aint clued up when it comes to dealing with customers, they may have all the management skills on paper but having 'people skills', is something you learn by actually talking to people.

[BBKing]

Improvements in information flow and communication would do a whole heap - timely updates to CSRs would save tech visits, unnecessary mucking around of customers etc.

Fewer, more capable billing/provisioning systems would be nice.

Better testing, more geared to real world use (gaming, uploads, streaming video) and, more importantly, tomorrow's real world use.

Interested to read what comes up here.

[Stuart W]

How about.... top at the bottom???

ALL the managers should spend at least:
1 day answering CS phones,
1 day in Tech Supp call center,
1 day answering customers e-mails.

Then they could 'get a feel' for the customer dissatisfaction that exists.

[Pritch]

Communication!

[Crypto]

Originally posted by Pritch
Communication!

Well, that's a tired old chestnut, we hear it all the time (I work in a service utility). You have to be more specific....Dept A dosen't talk to Dept B etc.

My own view is "monitoring"

How often do we read in a thread that a CS person has promised that such a thing will be done and then it isn't....time and time again. Where are these people's supervisors? Management should get rid of people that don't carry out their declared intentions on the phone.

"Honesty" ?

See above. If a CS person can't do something, say so, don't keep cheating the customer with lies!

My two pennorth

Crypto

[handyman]

i just put forward a suggestion to a manager today to run education work shops for customers on broadband. Basically they could be run once a week/fortnight and educate customers on the use of the product. How to spot problems as their own system and how to protect themselves with firewalls. also theres the old one of how to set up outlook as well . I'll even volunteer to come in on overtime to do them :0

[th'engineer]

Would appreciate peoples views on customer forum meeting the local franchise chiefs visits to local call centre csrs sat down with customers aggreeing action plans

[handyman]

yeah would be good to get some feed back heard at a high level, we get iot all day but they dont want it second hand

[Undisputedtruth]

Some of my suggestions are:

Making sure CSRs tells the truth

To be passed onto a Supervisor when requested.

Making sure CSRs has adequate product knowledge to answer customer queries.

Making sure CSRs have adequate customer care training.

Get rid of bull*****ting CSRs.

Answer the phones as BT does.

Free voice mail

Free Itemised Billing

No stupid connection charges.

No cap on broadband products.

Make sure there is reliable email servers!

A price cut of £5 on all broadband products.

A choice of having digital TV and telephone or stand alone products, ie have Digital TV and not have telephone. Digital TV prices to compare directly with SKY.

Making NTL checkout possible faults at their end rather than sending out Engineers to inconvenience the customers.

Have caller display.

Be transparent when asked on products availability.

[Lord Nikon]

Increase R&D onto adopting Eurodocsis so that bandwidth can be increased. Therefore negating the non-enforcable cap and making 2Mbit BB a possibility as well as increasing upstream paths.

1mbit down / 256k up is a ludicrous ratio....


CSRs to stop assuming ALL BB problems are a result of PC failure
Improve the diagnostic script the CSRs work to, or at least find people capable of working outside the box.

CSRs to email the notes for THAT conversation to the account holders registered email address so no confusion can exist over what was / wasn't arranged.

[fraz]

Originally posted by Lord Nikon


CSRs to stop assuming ALL BB problems are a result of PC failure
.

statistically you may be surprised