This is the first time i have been on this site and i noticed it by accident!! i work for Orange at one of their british call centres, and i have been shocked with the sheer volume of complaints about the service (i'm not a team leader/supervisor or manger i'm a customer service reprisentative, so please reffer from the sending me hate mail). I do agree with most of the cases, that the cmr is not reciving the level of service that was availible in the freeserve/wanadoo days and things will need to be improved at all levels...
To some of the cases regarding the hopeless call centre staff, that are as much use a condom machine in the vatican. this is not always the case, I would like to think i can be of any assistance to a cmr regarding fixing their prob (wherever possible) and i have fixed prob regarding bill and connection that are not even in my department (i don't want a blue peter badge for this, just some respect as not all of our staff are based at a off-shore call centre, who alledgly "read off a script")
I am a broadband customer myself, so i do not like agents who lie to me and are rude and unplesant, so what i have found usefull regarding dealing with agents is to at the start of any call, collect there name (they won't give a surname for security) and ext number (they all should give), also what call centre it's from, as you can deal with them directly (you may be asked to call another number if they call help if you have acciendly come to the incorrect department) if they fail to give you there ext number they have something to hide and demand to speak to a team leader (within your rights as a consumer)
Do not what ever you do get nasty or rude , as all agents and managment have the right to drop your call, if warned about the conduct of the call (i have yet to drop a cmr but have come close a few times,but as from my title i'm used to it).
i will mention this site to the people i work with and hopefull it will be mentioned higher in the scale of senior managment!!!
DTA Judas73 and this message will self destruct in 10 seconds!!
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Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hello JUDAS73
Thank you for your candid comments.
The hierarchy at Orange (including Mr Abensur himself) are fully aware of OrangeProblems.co.uk - I would have thought most CS and TS agents are too. However, feel free to spread the word and get them dropping in.
Any constructive help you can offer to our members would be greatly appreciated.
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
JUDAS73 wrote:
This is the first time i have been on this site and i noticed it by accident!! i work for Orange at one of their british call centres, and i have been shocked with the sheer volume of complaints about the service (i'm not a team leader/supervisor or manger i'm a customer service reprisentative, so please reffer from the sending me hate mail). I do agree with most of the cases, that the cmr is not reciving the level of service that was availible in the freeserve/wanadoo days and things will need to be improved at all levels...
Have you any timescale for when speeds on LLU will go above 2.7.
The other problem is that many have difficulty sending email with OE - there appears to be problems with the server.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
The odd Orange agent posts on here from time to time briefly as some do have a concience and never again which i dont blame them its their jobs at stake. its quite obvious Orange take on agents and don't train them properly as it saves money but im sure in the next 2 years Orange will realise this but im afraid with their advertising power they will suck people into their service and lock them in a 12 month contract and the cycle revolves so most of Orange customers will be only with them because of their contract.
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if you have acciendly come to the incorrect department) if they fail to give you there ext number they have something to hide and demand to speak to a team leader (within your rights as a consumer)
, as all agents and managment have the right to drop your call, if warned about the conduct of the call (i have yet to drop a cmr but have come close a few times,but as from my title i'm used to it).
