I see lots of posts from disgruntled users, and also lots of help and advice given, even from people that have left Orange due to the problems they ecountered. Many thanks to them for their help.
I'm also aware of other Orange staff using these forums trying to help in their own time. I know a lot of the advice and solutions given here have been passed on to other agents and team leaders, and are used to try and remedy faults etc.
I've recently noticed an increase in username problems with the domain name no longer being @fs which is causing the errors, and would recommend users trying @bb.4fresserve.co.uk instead. Also bb.fresserve.co.uk, bb1.fresserve.co.uk, bb2.fresserve.co.uk, bb3.fresserve.co.uk. can be substituted.
I've also noticed a lot of complaints about the time involved in receiving MAC codes. This is not a deliberate ploy of Orange to delay a customer leaving, but generally a problem within their customer centre which deals with accounts, such as the system not synchronising and being updated correctly following a house move, or regrade either to a new package (or speed) or from adsl to llu.
The customer centre errors can also prevent technical support from performing line tests correctly as they often have an incorrect CBUK reference number which doesn't synchronise with the BT database.
Unless these errors are picked up by one of the more competent agents and escalated to the correct department it leaves customers running round in circles. I have passed this information on to the relevant 'managers' a number of times, and hope that someone with a little more authority and desire to improve systems reads this and set some wheels in motion to alleviate these probems.
Many people wish that Orange hadn't outsourced to India. However these agents have a hard enough time dealing with queries as English isn't their first language, it's bad enough being based in the UK and having to deal with the localised/regional accents, both from a call centre and a customer point of view. A lot of these agents are as good as, or better than their UK counterparts, and believe me they give the UK agents they speak too a lot of grief when trying to solve a customers issues. Please give them a chance. Standards have improved a lot recently, and we are all working together to provide both a better customer experience and a better internet experience.
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
Many people wish that Orange hadn't outsourced to India. However these agents have a hard enough time dealing with queries as English isn't their first language
Then why, knowing that, employ an Indian company for the English market ?
The French wouldn't accept having to talk to India would they ? No, they have a dedicated French-speaking CS and TS.
I can appreciate that some Orange staff are as disgruntled, frustrated and demoralised as the customers they deal with but YOU must appreciate that the anger is not aimed at you personally but at the Orange company.....unfortunately you are the one who answered the phone and are representing that company so you get the abuse.
Don't forget you are in a service industry function. It may well be your first job in the wide world but that's what the customer-facing retail and service industries have to contend with if performance is poor.
About 6 months ago I expressed the opinion that the whole Orange Broadband system should be shut down for "n" days and a "deep clean" carried out on servers/programming/settings. So long as the problems were resolved, I am sure customers would live without a connection for "n" days provided they were told exactly what was happening.
It would be similar to a major product recall.....do you think Cadburys and Mattel liked having to recall their products recently ?....of course not, but it's better than allowing the customer to have thoughts festering away in their mind and subsequently lose their custom.
Pass this on to Mike Newnham.
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
Thanks for your reply, I appreciate, understand and welcome your thoughts and views. This is not my first job, far from it, and nowhere did I state I was disgruntled, frustrated and demoralised. I am happy in my work, and I don't take the anger personally. I am there to be of service to others, whether thats helping customers or colleagues.
The 'deep clean' is an excellent idea....why not set up another post, a petition, with that suggestion, and ask people to sign it? It doesn't need any further comments adding by others, and send it to Mike Newnham
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
First off, none of my comments were concerning you, I was quite explicit. Let's try to start thinking wider than "personal".
Second, I'm not being paid Mike Newnham's salary, what I have suggested is, perhaps, what he should be discussing with managers that report to him, but he knows Orange better than me.
Having just come into this job, I would be very disappointed if he hasn't already had a "head-banging" session with senior Broadband managers.
If Orange wish to employ me as a consultant let me know and, for a fee, I'll gladly suggest critical areas of their business in which they should concentrate their management and technical skills.
But I'm sure Orange have many capable employees already, it's just the management of the sub-contractors, like Magdalene and the business relationship with BT that is letting you down. Forget KPIs and monthly contract review meetings......just kick ass and show them who is really important.........IT'S US, YOUR CUSTOMERS !!
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
