Customer service centre location

[#1]

I agree with you BT & SKY are almost as bad as each other for this, but BT is the worst automated system! 

[#2]

IVR is the best for paying bills though, quick and easy.

[#3]

Actually theres no point in complaining about over sea's call centres at PN.... Think about it.. In 18 months PN will just be part of BT broad band. With the credit crunch and the way that broadband is just becoming a commodity, it does not make commercial sense to operate a sheffield head office and call centre along with several data centres and a call centre in SA just for 300k customers. BT could absorb that amount inot their infrastructure easily and save millions in costs...... its inevitable....resistance is futile..

PS
yes there would be churn..... but even at 30% churn its still commercial sense and thats unlikely. Most people just want broadband, if it works they are happy. Only people who would churn would be the very same who visit the forums.... and that can't be many out of the 300k....

[#4]

We'll always have a head office here in Sheffield.

[#5]

If BT had any sense at all - they would do the opposite and let PN handle all residential B/B - and maybe small businesses too.
do we know how many residential B/B customers are with BT ?

[#6]

Millions.

[#7]

Thats a massivley speculative comment dialupnet.
In fact it hasnt a shred of fact
If BT wanted to fully integrate us they'd have done that from the off. We have a growing customer base (rare in todays market) and touch a market segment which BT currently cant.
It would make no commercial sense whatsoever to kill off something which is working well and adding value.
The committment is there and we will maintain our Sheffield operation. No speculation no doubts. Fact!

[#8]

Quote from: Jameseh

Millions.

Maybe you wouldn't want to answer this - but could you handle "Millions" - if you expanded the Sheffield office ? ? ?

[#9]

Basically no.
We'd realistically need about ten times the CSC staff and this building is nowhere near big enough.
I don't think that we'd be able to recruit that level of staff in this area.

[#10]

Quote from: Jameseh

I don't think that we'd be able to recruit that level of staff in this area.

Says it all really.

[#11]

You try recruiting 750-1000 ADSL trained staff in South Yorkshire.  It wouldn't be an easy feat.

[#12]

Without a doubt - UK based call centres. Ever had to speak to Dell support (or Sky for that matter late on)?
Outsourcing call centres like other services all too often ain't as good as it's cracked up to be.

[#13]

MadAsAFish customers have recently been integrated into the Plusnet systems.  If BT had any thoughts on intergrating the lot into theirs, do you really think they would spend time and resources doing it twice?
Phil

[#14]

Im sorry but things have changed in the past few months... Firstly there has been a change in BT at the top level. This does not mean a change in direction for BT but it also means there could be! Secondly if you have not noticed, theres a massive credit crunch going on. All companies and especially the big ones will start to look at cost savings. PN are probably not even 2% of BT revenues so the additional costs of all that infrastructure and staff just dont make commercial sense. PN may still be growing but that wont continue, especially in a price driven market. I hope I am wrong, but in the real world its the financials that win and not the idealists....

[#15]

Since BT have started down the Phorm spyware route, they risk a major loss of interest in their product.
I think they will wait and count their losses before moving further on this.