I hate my Job :/
- Thread starter Piggymon
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Piggy - I am an NTHell customer and from my experiences there are a couple of other tricks you could use to get your time down. I was on a STB, until the engineers replaced my PACE box with a shiny samsung heap of rubbish 
. Eventually after a few weeks I got a SACM. These are the things you could try:
You give the customer bull - and when he proves he knows more than you - you send them to another engineer area, he then has to go through the whole stupid story again - gets it off your desk .
Tell the customer you have looged the call with the engineers, - gets it off your desk ,
but when the customer finds out a few days later that that hasn't or can't be done, just lie about your name - but again gets it off your desk .
Other tricks I've had is can't read your STB from here so Yes there is an area problem, please call this number (the number isn't valid btw), so you then also queue for 40 minutes again - gets it off your desk
Pass the call to another department, I will wait in their Q for ages and then they will tell me they can't help nor can they transfer me back and so I have to hang up and then call again.
Don't get me wrong I had a few hilarious hours (yes hours!!) on the phone with a couple of the peeps down there as well as in Tech Support, they knew what they were talking about, they could see the problems I was having and they seemed genuinely regretful, that things hadn't been sorted.
As a result of the poor quality of the box, I have spent £50 on Cat6 cable and a whole day routing it from STB to my PC to find the fault all along was with the STB - so rather than speak with tech support of passed from pillar to post, I phoned sales and demanded a SACM, whihc they gave me (just don't ask me how much fun it was to get registered with the SACM, rather than the STB, they gave the STB code not the SACM, all contact numbers were for the STB support/registration rather than SACM and for some reason STB peeps could transfer me to SACM, but SACM couldn't transfer me back and I could register the SACM until I had turned off and unregistered with the STB, so that was fun few evenings too (oops my blood pressure just popped)
I would echo comments about give people really poor service for the following reasons, you won't stand out, people do actually expect it because overall, the QoS has dropped along with the hours.
PS, things seemed to have settled down and my connection through the SACM has been fairly solid (see only moan about NTL when things go bad), but please feel free to e-mail your personal number, if I ever need technical advice !!!!! (and just to make everyone else here jealous send it to me anyway
Overall, I would make sure you give out your name to people you help and use them to help. If you upset people (sorry if NTL support) upset enough people then peeps will move to bulldo or ADSL, I must confess I was very close to dumping the whole NTL shebang whilst having problems with the STB/SACM and changeover.
Make sure you look at all this and laugh, I know from all the troubles with the technology, that the customer is always going to be miffed when the call, so you get the nasty stuff from both ends. Don't get stressed (easier said than done I know). Maybe they could introduce another performance indicator other than time?, such as customer satisfaction??.
Hang in there and remember NTL customer will always and do moan more about the service that the support peeps (see every cloud has a solver lining!!!).
G/L
. Eventually after a few weeks I got a SACM. These are the things you could try:You give the customer bull - and when he proves he knows more than you - you send them to another engineer area, he then has to go through the whole stupid story again - gets it off your desk .
Tell the customer you have looged the call with the engineers, - gets it off your desk ,
but when the customer finds out a few days later that that hasn't or can't be done, just lie about your name - but again gets it off your desk .
Other tricks I've had is can't read your STB from here so Yes there is an area problem, please call this number (the number isn't valid btw), so you then also queue for 40 minutes again - gets it off your desk
Pass the call to another department, I will wait in their Q for ages and then they will tell me they can't help nor can they transfer me back and so I have to hang up and then call again.
Don't get me wrong I had a few hilarious hours (yes hours!!) on the phone with a couple of the peeps down there as well as in Tech Support, they knew what they were talking about, they could see the problems I was having and they seemed genuinely regretful, that things hadn't been sorted.
As a result of the poor quality of the box, I have spent £50 on Cat6 cable and a whole day routing it from STB to my PC to find the fault all along was with the STB - so rather than speak with tech support of passed from pillar to post, I phoned sales and demanded a SACM, whihc they gave me (just don't ask me how much fun it was to get registered with the SACM, rather than the STB, they gave the STB code not the SACM, all contact numbers were for the STB support/registration rather than SACM and for some reason STB peeps could transfer me to SACM, but SACM couldn't transfer me back and I could register the SACM until I had turned off and unregistered with the STB, so that was fun few evenings too (oops my blood pressure just popped)
I would echo comments about give people really poor service for the following reasons, you won't stand out, people do actually expect it because overall, the QoS has dropped along with the hours.
PS, things seemed to have settled down and my connection through the SACM has been fairly solid (see only moan about NTL when things go bad), but please feel free to e-mail your personal number, if I ever need technical advice !!!!! (and just to make everyone else here jealous send it to me anyway
Overall, I would make sure you give out your name to people you help and use them to help. If you upset people (sorry if NTL support) upset enough people then peeps will move to bulldo or ADSL, I must confess I was very close to dumping the whole NTL shebang whilst having problems with the STB/SACM and changeover.
Make sure you look at all this and laugh, I know from all the troubles with the technology, that the customer is always going to be miffed when the call, so you get the nasty stuff from both ends. Don't get stressed (easier said than done I know). Maybe they could introduce another performance indicator other than time?, such as customer satisfaction??.
Hang in there and remember NTL customer will always and do moan more about the service that the support peeps (see every cloud has a solver lining!!!).
G/L
Thanks again to everyone who has taken the time to reply
Leon .. OMG ... That sounds worse than Nthell and I didn't think that was possible
.. I saw an advert for your place in the post last week and was thinking of applying .. don't think I will now 
Leon .. OMG ... That sounds worse than Nthell and I didn't think that was possible
.. I saw an advert for your place in the post last week and was thinking of applying .. don't think I will now 
Don't do it mate - out of the frying pan and into the fire.Piggymon said:Thanks again to everyone who has taken the time to reply
Leon .. OMG ... That sounds worse than Nthell and I didn't think that was possible
One of the girls here has a BF who works at NTHell - he's called Phil, tribal tattoo things on his arms and drives a red 205 GTi when it isn't knackered. You know him?
thankfully in the department i work in at NTL although the AHT is lower they so far havent been enforced with any disciplinary measures etc etc however i have been off work for 4.5weeks now so dunno what it will be like when i get back.
Piggymon said:
but that fully screws up 'Propensity to call' and 'first call resolution', 2 things that most CS departments realise are just as bad to have bad figures on as ACHT.
Raise this with your manager and see what they say.
Are your call stats showing improvement each week / month? If so then a recovery plan or anything similar is a bad thing, you are progressing and that is all that matters.
My favourite experience of NTL customer services was from back in 2001 when we had dial-up.
*Dial number at 4.15*
'You are in a queue'
...4.30...
'You are in a queue'
...4.45...
'You are in a queue'
...5.00...
'You have called NTL customer services outside of our working hours. Please phone back at...'
Noooooooo!
*Dial number at 4.15*
'You are in a queue'
...4.30...
'You are in a queue'
...4.45...
'You are in a queue'
...5.00...
'You have called NTL customer services outside of our working hours. Please phone back at...'
Noooooooo!
You a member of a union?
If so, get on the blower to them.. that's disgraceful.
Is there anyone higher you can speak to? This can work 50/50.. someplaces a good thing, other places it stokes the fire.
For reference, I've been on a PIP where I work, I thought it was rather amusing as it meant my manager has to come up with a to-do list for me, and when I would complete it by Lunch, they would look bad as they don't even know how to fill a days worth of work
Best plan, as you have already decided by the looks of it, is jump.
If so, get on the blower to them.. that's disgraceful.
Is there anyone higher you can speak to? This can work 50/50.. someplaces a good thing, other places it stokes the fire.
For reference, I've been on a PIP where I work, I thought it was rather amusing as it meant my manager has to come up with a to-do list for me, and when I would complete it by Lunch, they would look bad as they don't even know how to fill a days worth of work
Best plan, as you have already decided by the looks of it, is jump.
Morba said:
I have ..they don't care .. the bottom line is we need to take as many calls as possible .. if the customer has to phone in again then that's fine because it's another call coming in
My AHT varies depending on what types of calls I've had .. If I've had mostly STB calls then it goes up higher .. My last call of this morning was helping a lady who had a speech impediment so it took me twice as long as it should have ( 20 mins ) what the hell was I meant to do ? .. You can only go as fast as the Customer will allow !
Well this thread has certainly explained to me why depending on who answers the phone, sometimes I have someone just say 'we can't do anything, we'll send an engineer out in a few days' 
Luckily there's also been a few good people who answer the call and help out.
Must remember to always do the calls to NTL myself though, my Dad takes forever with various comments like 'we're using Windows Excel.....er I mean XT', so I bet that doesn't help at all
Luckily there's also been a few good people who answer the call and help out.
Must remember to always do the calls to NTL myself though, my Dad takes forever with various comments like 'we're using Windows Excel.....er I mean XT', so I bet that doesn't help at all
Lopéz said:
Woah! - reminds me of the stories I used to read on FACEIntel - and I thought that was bad...
What would happen though if everyone mutinied or something? - surely this isn't right, isn't this some form of harrassment?
Though understandibly, if you make anything slightly more public than the office, you can usually kiss your job goodbye.
Piggymon said:I have ..they don't care .. the bottom line is we need to take as many calls as possible .. if the customer has to phone in again then that's fine because it's another call coming in
My AHT varies depending on what types of calls I've had .. If I've had mostly STB calls then it goes up higher .. My last call of this morning was helping a lady who had a speech impediment so it took me twice as long as it should have ( 20 mins ) what the hell was I meant to do ? .. You can only go as fast as the Customer will allow !
There should be disability flags on the IVR database that the people come thro, if shes not regsitered on it or there isnt one then it should be suggested. Customers that then need a bit more time to deal with could be dealt with by a specific department with more allowance on CHT.
As your outsourced it doesnt suprise me in the slightest really, the outsourcer we use (3 full centres) has a lower standard compared to inhouse.
It has to come down to your own personal happiness at the end of the day, if you are being treated badly you have to get out, you will just crack up otherwise. It will affect your personal life, realstionships even.
Hope you get it sorted dude.
Hope you get it sorted dude.
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