@Andy005wrote:
Like most things these days, it works for the majority. It's down to investment and training. When there's a problem CS often don't have the knowledge and experience to solve it first time.
My question is, who here believes that when you call BT Customer Services, you're actually speaking to BT employees?
I personally believe that with some utility companies, it's a drone in an outsourced call centre with little knowledge of the product they're being asked to answer questions on. I was a customer of a utility company whose call centre is located in Cape Town, South Africa. They're not employees of the utility company I used to be with, they just have access to people's accounts. They try and help where they can, otherwise, as I found out when they couldn't handle the situation, the call just got batted back to some poor soul in the UK who really didn't want to engage with the customer because they've got an outsourced company thousands of miles away that are supposed to do that.
I moved from BT to Plusnet because I can't be bothered with talking to some drone in a dreary call centre who literally seems to be employed to upsell products I don't want or need and actually most likely knows very little about BT's products. It's just a job to them, you phone, they talk and sometimes little is achieved. I don't doubt that some customers are happy with their customer service experiences, let's face it, there are some customers here who have been with BT for apparently, decades, supposedly perfectly happy.
I hope your move to EE remains as positive and trouble free as my own move was.
