Well I used to work for Orange Broadband Technical support in the Middlesborough call center. Orange gets bad press, and it deserves it! Frankly there wasn't any customer service. We just fobbed people off with anything they wanted to hear. Most of the people on level 1 support are school leavers who arn't bothered if they help you or not.
Instead of processing orders and escalating calls, some staff just browsed the internet, making out that they were logging details. We always made out like we would call them back, but most people didn't bother. Great thing was that we never spoke to the same person twice, so no comeback. Just for the hell of it, we'd get people to q for 20 mins and then cut them off. We'd answer between 100 - 120 calls per day which is really draining. This one guy spent 10 hrs getting his Wireless and Talk service to work. When we got bored with him, we just passed him to the Indian call centre.
Oh calls are monitored and stats looked into. Usually people doing that are caught, though maybe not straight away as they have to be caught by managers and supervisors.
Agents can't control the queue but yes they can cut people off, doing so does effect their stats and catches them in the end. They can't directly pass people to India although there is a round about way of doing it if they were determined enough. The Indian centre gets a lot of dissing but they're not like as many make out.
As you can pretty much see these sort of staff are the one's Orange don't need and it's a good thing he left rather than staying until he was sacked.
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
