Cable Forum - View Single Post

pchelpmanager · 01-09-2010, 12:18

Some Clarification:

The Radial Point project is run from Becogent's Glasgow site

The Ex-PC Help guys were royally shafted, they did not refuse to join the new project, infact they were looking forward to it. When Radial Point was coming on board the PCH guys helped by demonstrating to the client how good their technical knowledge and customer service skills were. The previous Business Manager had promised that Radial Point would be based in the Airdrie Site, this changed due to business needs, probably something like capacity planning. When someone eventually spoke to them, they were told they would have to work until midnight and no parking provision would be made. The majority of the team therfore had no option but to decline based upon additional costs, travel time and to be honest a complete lack of communication from the business. 90% of the team are now working on first level technical support, VM TSC. They have been rewarded the beCogent way!

The Project based in Glasgow was intially setup with one business manager and 1 operations manager, summarily appointed by the executive group, no need for interviews! They of course were the best people for the job, those possessing the experience and knowledge were refused roles on the project or frustrated to the point where it was not viable.

I have no idea why the business chose to operate in this manner, it may very well be they felt the PCH team were not up to the task, however given that the team helped win the contract I find that hard to believe.

My own personal experience with the Radial Point project has been relatively good, though some of their managers do seem to feel they are above 1st line TSC and often try and put the blame onto TSC for errors their agents make, I am equally sure though there will be some feedback going the other way.

If you are wondering if the above is true and how I know, well I resigned over some of the issues above, perhaps I should have given myself the login name of expchelpmanager!

Sour grapes? You betcha!

01-09-2010, 12:18	#27
pchelpmanager cf.member Join Date: Sep 2010 Location: Airdrie, Scotland Services: 20Mb Broadband XXL TV Posts: 2	Re: Digital Home Support from Virginmedia Some Clarification: The Radial Point project is run from Becogent's Glasgow site The Ex-PC Help guys were royally shafted, they did not refuse to join the new project, infact they were looking forward to it. When Radial Point was coming on board the PCH guys helped by demonstrating to the client how good their technical knowledge and customer service skills were. The previous Business Manager had promised that Radial Point would be based in the Airdrie Site, this changed due to business needs, probably something like capacity planning. When someone eventually spoke to them, they were told they would have to work until midnight and no parking provision would be made. The majority of the team therfore had no option but to decline based upon additional costs, travel time and to be honest a complete lack of communication from the business. 90% of the team are now working on first level technical support, VM TSC. They have been rewarded the beCogent way! The Project based in Glasgow was intially setup with one business manager and 1 operations manager, summarily appointed by the executive group, no need for interviews! They of course were the best people for the job, those possessing the experience and knowledge were refused roles on the project or frustrated to the point where it was not viable. I have no idea why the business chose to operate in this manner, it may very well be they felt the PCH team were not up to the task, however given that the team helped win the contract I find that hard to believe. My own personal experience with the Radial Point project has been relatively good, though some of their managers do seem to feel they are above 1st line TSC and often try and put the blame onto TSC for errors their agents make, I am equally sure though there will be some feedback going the other way. If you are wondering if the above is true and how I know, well I resigned over some of the issues above, perhaps I should have given myself the login name of expchelpmanager! Sour grapes? You betcha!