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handyman · 25-02-2006, 23:51

I dont for one second think its got anything to do with massaging the figures. It's 100% down to running the call centres with poorly trained staff. By moving the call centres to 3 from 13 all they have done is staffed the 3 centres with people who have not got a clue what they are doing, this is why accounts are not getting closed correctly, there is absolutly no mandate for fudging figures.

The only way for ntl to get out of the mess they are in is to set up special teams that can be trained to do the job well. Teesside ran on 10 faults bods when I started there, there was also a mini rush around 8.30 and tea-time but other than that it was a 20 min wait between calls. Because they where not busy they had time to become proficient with their jobs.

It was a wonderfull time to be working there and its a shame that ntl have taken the wrong road and now the service is very poor.

25-02-2006, 23:51	#15
handyman bah Join Date: Jun 2003 Location: Nr Carnforth Age: 33 Services: I want ntl 10mb stomp Posts: 5,315	Re: Do NTL set out to lose customers? I dont for one second think its got anything to do with massaging the figures. It's 100% down to running the call centres with poorly trained staff. By moving the call centres to 3 from 13 all they have done is staffed the 3 centres with people who have not got a clue what they are doing, this is why accounts are not getting closed correctly, there is absolutly no mandate for fudging figures. The only way for ntl to get out of the mess they are in is to set up special teams that can be trained to do the job well. Teesside ran on 10 faults bods when I started there, there was also a mini rush around 8.30 and tea-time but other than that it was a 20 min wait between calls. Because they where not busy they had time to become proficient with their jobs. It was a wonderfull time to be working there and its a shame that ntl have taken the wrong road and now the service is very poor.