@darmo wrote:
Snip…
i can only hope he did in fact research coaxial/docsis and the difference to true FTTP using fibre optics after our call, and perhaps, with gods help, learnt something to make him better at job.
And you make a good point, however I’m not entirely convinced that the call centre(s) that VM have decided to use, (surely not just because they were the cheapest), are entirely dedicated to VM customer issues, ie, the support agent you speak to right now, will never, ever suddenly be be a Hoover agent dealing with a vacuum cleaner issue on their very next call!
Oh, and by the way, I have in the past, worked on the back end infrastructure for call centres, so, yes, I do have some experience of what I am talking about!
However, moving on, you are quite right, the average call centre staff, in general have about as much understanding of the underlaying technology and how it all works as my cat does, and he is not the brightest cat on the planet, shall we say? It’s all menu driven, and when a customer calls up with an issue which isn’t covered by the script then immediately it all falls apart, no?l
In a way, this is fine, VM are a commercial entity, and their main, in fact only, concern is to make money. If, as part of this, is to run the world’s cheapest and less competent support provision, then so be it! To be honest, I’m sure we’ll all agree that often the fix for an issue is a simple ‘turn it off and in again’ and if this works for, say 90% of the calls, then why would they invest in getting a better situation, 10% of our customers are unhappy with the support provision, tough, of those statistics will say that %x will leave, but the lose of their subscriptions is less that what it would cost to improve the CS provision and keep them?
So, as the CEO of the company, (with half an eye on your exit package, which is based (simply) on costs v’s expenditure), what would you do?
