Multi-Campus call centre issue

I work in an institute with multiple campuses. I have to design a contact center application for our Library that exists in every campus.
The issue is, the agents working for the Library, do not work from the same campus throughout the week.
For example, let's assume that we have 3 campuses A, B, C. Agent_1 works for campus_A for two days, campus_B for next two days and campus_C for the last two days. As each campus has its own services, I have created 3 CSQs, CSQ_A, CSQ_B, CSQ_C.
I need to know a way to configure the agents so that, when the agent logs on the phone, he/she is placed in the right campus CSQ.
Do I create multiple user ids for the same agent?
For example, agent_1 with extension 9999 (on IPCC) will have 3 user ids, namely A_agent1 (for CSQ_A), B_agent1 (for CSQ_B) and C_agent1 (for CSQ_C). So whenever the agent logs on using his/her campus specific user ID, he will be placed in the right CSQ.
Are there any better suggestions?

Thanks Amer,
I'm thinking down the same line. But there are 25 users and about 5 campuses. That means in total I will have about 125 agents. Having so many agents is just below the maximum agent mark, but I was thinking if there was a more efficient way of doing it.
With the supervisor and the reskilling, I dont think the supervisor is tech savvy enough to do this.

Similar Messages

  • Help! Has anyone else had this? Re: caller ID Issu...

    Dear all,
    I would understand if you didn't have the time to read my extensive notes below so the short version is the following (if you wanted a good laugh at my expense and a diatribe on the perils of switching ISP then do read it).
    My caller ID doesn't work.
    Having switched to BT on February 10th it is now two months and my caller ID still doesn't work.
    I have called and reported it several times. I have gone through all the line testing. I have plugged my phone into the master socket. I have dialed #234# and it says it's active. I have even bought a new BT phone and tried that.
    BT can see no fault on the line. It says caller ID is active. But no caller ID's appear on either of my phones when someone calls in. It just says 'incoming call'. I am convinced it is not the phones. There is no menu option to activate caller ID on the phones. They're gooid quality phones and are supposed to automatically work 'if caller ID is active on the line'.
    I am about to call BT again and ask for an engineer visit. But on their last email to me it said "Please note: we'll provide a working service up to and including the main socket in your house. If your problem isn't with your BT service, you might need to pay a £130.00 repair charge. So it's worth checking your own equipment before the visit and cancelling the visit if you fix things."
    Before I risk the £130 charge, has anyone else experienced this kind of fault with caller ID?
    My extensive notes on my user experience switching from Virgin to BT
    Finally decided to get Infinity end of Jan and phoned up Virgin on 21st January to request a MAC code and see what penalty fee I would have to pay for cancelling early. Guy was very helpful, gave me the code and said I would have to pay £44 penalty. Incidentally he also warned me to phone up Virgin after the switch had taken place to ensure everything really had been cancelled.
    I subsequently received several emails from Virgin. One was the Mac code – great! Two were duplicated ‘disconnection of phone’ emails. There was no mention of disconnecting the broadband. Which was odd but who am I to guess how this works?
    I rang BT and set everything up to be switched over on Tuesday 7th February, which coincidentally was the time when I was using up the last of my annual leave. Engineer appointment was arranged. All seemingly went smooth as! Great!
    I subsequently received several emails from BT as well, confirming all the arrangements – great!
    Home hub scheduled to be delivered on Friday 3rd Feb to be ready for engineer on Tuesday 7th. I had arranged for the hub to be delivered to my work address. It did not arrive and this was the first black mark against BT. There was an attempted delivery to my home address and we weren’t in…we were at work…hence why I’d asked for it to be delivered there. Hence I had to go to the local sorting office on Saturday 4th Feb to collect it in person. No worries I thought…BT Infinity would be worth it!
    So I am enjoying my annual leave and on Monday 6th Feb I get an email and text message to say sorry there is a delay – we will contact you Wednesday 8th Feb to reschedule the engineer visit. WHAT!!!!!? I am on the phone urgently asking what has happened? Will this affect my connection currently? I am told not to worry and they will get back to me early on 8th Feb. Represents second black mark against BT. Don’t make appointments 2 weeks in advance and then cancel the day before. It does not make for happy new customers. But I am too far into the process now and have no power to intervene. So I wait.
    Tuesday 7th arrives. No engineer and no Infinity. Virgin send me an email saying my phone is now cancelled and disconnected…still no mention of cancelled broadband like you would expect.
    Wednesday 8th Feb. I receive a text and email from BT to say my new engineer visit is 20th Feb. WHAT!!!!!? That is unacceptable when I have taken my last bit of annual leave to be off for the original scheduled visit. I can’t take off more time 12 days later. I phone up and communicate this to BT. Helpful guy says he’ll try and arrange something else and thank god that afternoon he comes through for me and I have the engineer coming, finally, on Friday 10th Feb.
    Get emails from BT on 10th and 14th Feb saying broadband is now active and order is complete respectively. No mention of phone which is weird but it still works so what the hell.
    On Friday 17th Feb I get an advanced DD notice from Virgin. I am expecting this to be the final bill including the £44 penalty fee. It says they’re taking £30.35 beginning of March. Er….what? I phone them to have the bill deciphered. At the same time I wish to check that I am all cancelled with them. I find out that the phone is cancelled but the Broadband hasn’t been. Honestly I can’t believe this. I demand to know why this is when I’ve been using Infinity for the last week. They blame BT and say BT used the MAC code incorrectly. I immediately cancel it as they confirm I’m still paying for Virgin Broadband. Two advisors are unable to explain the bill to me. I am finally put through to what I presume is the finance section and I speak to ‘Joanne’. She seems to have a brain and is helpful. I need to know how much I need to pay to settle everything, including any penalty fees. I really want rid of Virgin. Joanne tells me that all I owe is £6.96. I query this as that makes even less sense than the first bill. She says that is all that is outstanding on my account. I presume my cancellation has gone through on their system and that is all I owe. I am not going to argue anymore. I pay the £6.96 (payment reference 020835) there and then and I ask Joanne can I now delete the direct debit from my bills account? I know how these things will go and I do not want Virgin taking money from my bills account without explaining anything. Joanne agrees that I can delete the direct debit as I have no outstanding amount on my account. Ok then…I delete the direct debit. As of 02/03/2012 as I write this I have not heard anything more from Virgin.
    Back to BT. Having got off the phone from Virgin I bite the bullet and decide to phone BT as well because a) there is no 1571 service on my phone b) there is no caller ID and c) I can’t login to their swanky online system – laughably it says my username, which they have repeatedly sent me in their emails for three weeks, is not recognised. I get through to an Indian call centre and explain these three issues. They are quite helpful and I can mostly understand what they’re saying. The guy says they will activate both phone services immediately – I can’t be bothered to ask why they weren’t already active? He has to transfer me to someone else for the online thing. He transfers me and to cut a long story and lots of waiting with god awful standby music – they can’t sort it out that day as there is some inexplicable software issue and can I call back another time. Ok I’ll let them off – just make sure my phone service is fully operational.
    I subsequently get two emails from BT telling me the 1571 and caller ID will be active by 20th Feb in 3 days time.
    Note that date of 20th Feb. That was the date that was referred to when they’d cancelled my 7th Feb original engineer visit. I have a strong feeling that all this is due to them changing that original engineer visit.
    Note as of 02/03/2012 caller ID doesn’t work on my phone and I am still unable to login to online BT. They did activate 1571 though. I suppose I should be grateful.
    It is now 24/03/2012. I have spent the time putting up with no caller ID. I have just realised today I had to register with MyBT on the website which I have now done, but I’m still not sure if this is correct given that they sent me a username and password previously which didn’t work when I tried to login. Anyway I have set it up but still can’t view my bill. Perhaps that will clear. I did buy a BT phone, yet another **bleep** phone, 4th in two years, in the hope that it would miraculously fix my phone fault caller ID but to no avail. It still doesn’t work. I have just phoned BT India again and done all the steps over the phone with the guy, who can’t see a fault on the line when he’s tested it. He has handed it over to the engineers with a promise that it will be fixed by 29th. I won’t hold my breath. If it isn’t fixed it will be a matter of a huge complaint letter. Update: on the evening of the 24th I received a text and email to say it had been fixed. But it hasn’t. It still doesn’t work. Oh BT how you play with my nerdy heart promising simple things and utterly failing to deliver!
    01/04/2012: PhoningIndiaabout the caller ID again. Its April Fools I have to try for a third time don’t I? Right so the lady I spoke to didn’t make me go through all the checks from her script, which I appreciated. To be honest I didn’t give her a chance – I began the call and didn’t stop talking and said:
    I didn’t want to dial the #234# thing
    I didn’t want to try another phone
    I didn’t want to do a line test
    I couldn’t see any alternative other than an engineer visit
    She went off to speak to her supervisor and said she’d call me back. Amusingly, while I was waiting for her to call back I received a call from BT India asking me to rate the efficiency and politeness of the woman I just spoke to. I refused to do this pending the outcome of my problem. Come on BT don’t ask me to give positive feedback when this problem has been going on for two months. Anyway the original lady called me back finally and said her supervisor was escalating the problem to 2nd tier support and they would have it fixed in three days and she would again call me back to make sure everything was ok. I am not holding my breath and there was no mention of arranging an engineer visit. We shall see what transpires.
    It is now 10/04/2012. I have never received the call back. I did receive a text and an email to say my fault had been fixed. But of course it hasn’t been fixed. Amusingly, at the bottom of the last email there was this statement – “Please note: we'll provide a working service up to and including the main socket in your house. If your problem isn't with your BT service, you might need to pay a £130.00 repair charge. So it's worth checking your own equipment before the visit and cancelling the visit if you fix things”. So it’s my fault? Before I call back again I am going to post on the BT help forums and see if anyone else has had this problem. 

    Hi AP_In_Surbiton,
    I am really sorry that you have had so much trouble getting your Caller ID up and going.  I'll be happy to help you out with this and get it working for you.
    Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
    Thx
    Craig
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
    td-p/30">Ratings star on the left-hand side of the post.
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • BT "customer service" and Call centre processes......

    I have been having intermittent drop outs on my wifi network for about 2-3 weeks now.  I have a laptop, desktop and two notebooks connected (not all the time).  So i took my laptop to a friend to check if it were the PC that was causing the issue, not surprisingly it did not.  As the remaining 3 networked PC's also had a common problem, it made sense that a common fault existed.  Therefore either the line into the house or the router was at fault.  so, I checked the helpful BT step by Step checklist in regards fault finding - all checked out - but then again why wouldn't it as the fault is intermittent.
    As we have had no audible issues (checked with neighbours in case the telephone exchange was faulty), I phoned the "helpdesk.  Got a nice guy called Abhay, who diligently went though his spiel.  After 25 minutes of me trying to explain that the fault was intermittent and that all I wanted was a new reliable router sending out (the current one is 2 years old) we arrived at this conclusion (and confirmed by his supervisor).
     1. I would need to be in front of my PC and home router to go through one of his technical colleagues checklists.
    2. The fault was recorded on my Call Centre Notes as intermittent and that it may not repeat under test conditions
    3. Upon completion of the checklist regardless of the outcome of the troubleshooting, I was to request a replacement router be sent out - a fact also recorded on my call centre notes.
    4. It was confirmed that this was the case that the check list would need to be completed but regardless of the outcome a router would be despatched immediately upon conclusion, "as it probably was the router given the fault and age".
    I asked then, why it was necessary to call back and waste my time and bt resource ticking a box if the act of ticking the box has not influence on the outcome.    All I want is a new router (and a good reliable service) which will be forthcoming after the fruitless box ticking exercise.  I asked if he would be able to just send me a router now, he said not.  I asked if I could escalate to someone who could authorise a new router, he said not.  So I have to phone back and waste more time to get what we all know will be the eventual outcome.
    I know there are processes, but why are there not supervisors/managers in BT who can a) think about customer expectations, b) consider the impact on customer’s time and BT resource in regards rigidity, c) think beyond a checklist, d) satisfy the needs of their customers?
    I bet that bloke out of "my family" never has this issue - and don't get me started on Infinity....Virgin media is beginning to look more and more appealing (never had a problem with Virgin customer services in the past - holidays, mobile and healthcare - there is a theme about brand evangelists and customer loyalty  here.  Virgin treat their customers as honoured guests where you (BT) seem to think you have a god given right to provide service and customers are loyally bound to the brand – I have been a BT customer as long as I’ve owned my house (25 years ish), and remained loyal but this is not the way customers should be treated.

    These people don't give a hoot.  It's not about "developing a customer relationship" or meeting basic expectations.
    Customers are treated as problems -- to be palmed off with a line (I have heard multiple stories as to what my oustanding fault is (2 months now and I phone every few days)).
    They don't appear to communicate at all with each other -- even if you have phoned up every few days for months they will act as if that is the first time you have phoned.  You will be asked the same questions again and again -- what type is your line box I have answered probably a dozen times recently.  What is your telephone number when you have already dialled it in.  I even went through a month or so last year when they were denying I was a customer. They don't record anything. They are completely disorganised.  They go through the motions of a line test again and again to seem to be effectual.  The indians are apologetic and you can believe it -- but the British aren't.
    I think you've hit it on the head that the culture of the state owned monopoly BT has perpetuated (at least in the UK). They think we owe them a living.

  • Failed Call Centre Support

    Last month, I contacted BT asking if my exchange is getting an upgrade or not, and one of the guys at call centre said that my exchange will get fibre optic today (2nd February).
    Today, I've been checking the BT Infinity availability and it says I only can get BT Total Broadband which is fed by the aging cobber cables, speedtesting and checking my exchange information on Sam Knows - nothing have altered. Obviously my exchange haven't been upgraded.
    Now, why did the call centre give a customer such inaccurate information?

    Because IMHO they tell you anything to get you off the line as quickly as possible..
    When I recently joined BT I took a package BB,Vision & Calls, I had confirmation of everything apart from when the calls would be activated so I called the helpline and turns out due to an error the order had not been placed. Fair enough these things happen and a second order was placed and was given a date of 28/01/10 for activation.
    This date passed and I was still being billed by Virgin so you guessed it called the helpline. I was told by the helpful advisor oh yes your calls are most certainly with BT now and we are billing you for calls. With this I contacted Virgin to see why they were charging me only to find BT had sent no request to cancel the CPS on the line and calls were indeed still with Virgin.
    Another call to the BT helpline confirmed this was the case and a 3rd order had to be placed. So why was I told my calls were with BT by the previous advisor, mistake or lie you make your own mind up.
    I have also had problems with broadband but that's on another thread, on one contact to the helpline discussing my IP profile it suddenly occurred to me the advisor had no clue what an IP profile was but was still quite happy to make things up as she went along. After asking if she knew what it was she put me on hold and come back saying there is a fault in my area and that is why I am being disconnected and losing internet access. Bizarre as I have not been getting disconnected or losing internet access at all.
    I concluded she did not have the technical knowledge to answer my enquiry so just decided to make this up to get me off the line. How can this be helpful in any way?
    I have worked in a call centre and not saying they are all the same but the management seem obsessed with call times, the quicker you get them off the phone the better as more calls are handled per hour/day ect. This pressure feeds down to the advisor and pressure is on to deal with your call as quickly as possible.
    This only leads to one thing, poor customer service. The thing is the ones who lie or say anything to get you off the phone have good call times and management are happy. However if like me you actually wanted to help and spent a little time trying to resolve something your calls are longer and you are under performing.
    I used to argue the case if you deal with it properly the first time yes the call is longer but it does mean the customer does not have to call several times with the same issue and it is better for the customer.
    I think this is what is happening with BT technical helpline and they much prefer shorter call times to happy customers, even if that means telling you what you want to hear because it's so much easier and quicker that way and lets face it there is no chance you will get the same person again and when you do call back angry you will get someone else to speak to anyway.
    When I come to BT I knew there were cheaper services out there and the BB is quite expensive compared to some but I assumed paying a premium price I would get a quality service and good support should I need it. Well I have needed it and it sucks!
    Apart from the moderators on this forum they are great and will do anything they can to help, shame they can't go to the call centre and teach them some good old customer service skills.

  • Business One for call centre

    Hi friends
    One of my prospect is in call centre business
    he makes outbound calls to close the deals (the item is service) he requires system generated reminders for telephone calls
    there are no production or inventory related issues.could you pl suggest how to map this in business one..

    You could also consider the addon for service call. here is a brief explanation about it :
    Repetitive Invoicing and Service Call Management for SAP Business One
    'Repetitve Invoicing and Service Call Management' is an addon module for SAP Business One. Developed inside the UI, it allows users to create and schedule repetitive service calls for their customers' sites. Users can also create customer equipment cards, based on agreed service contracts, as well as manage the recurring billing process associated with providing those services..
    Check it in the service.sap.com/smb
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  • Poor Customer Service - BT Call Centres

    I have been having problems with my phone line and broadband for over a month now.  The Call Centre in India (whilst staffed by very nice people) is completely inadequte.  There is no follow through, they do not appear to make notes when there is an ongoing issue (unless of course they are getting me to repeat myself for the fun of it!), conversations get lost in translation, they promise to call back and then don't, and then you have to start fresh with another member of staff.  They work to a scripted conversation, any deviation from this and they can't cope.  
    I am not a complainer, quite the opposite but I have been driven to distraction by the process of contacting a Call Centre in India when you have a technical problem however, when there is a sale to be made you can speak to someone in a Call Centre in the UK. The carving up of BT services has not been done for the benefit of the consumer.  The disjointedness has, in my view, led to a complete inability to provide good customer service.   As a result, I am considering putting in a formal complaint and sending a copy of a letter to OFCOM or the likes.
    Can anyone on the forum help in terms of a name to direct a letter to and whether OFCOM is the appropriate body?  I have tried emailing BT Complaints but no response and don't want to send a letter off without someone to contact to follow through.  Below is a not so brief timeline of events to date!  Many thanks in advance!
    w/c 25 June
    Started contacting BT as problem arose with quality of my land line (e.g. crackling) and broadband loosing connection.
    A number of calls ensued taking me through a scripted conversation and many line tests.  Each time I was told I do not have a problem.  Eventually insisted (after being patched through to a level 2 supervisor) that an engineer visited my property.
    4 July
    An appointment was made with an engineer between 8am – 1pm.  As no one had showed, I contacted the Call Centre and was informed that an engineer was working on a problem with the main junction box.  Engineer arrived at 4pm, did not examine my phone line but said problem is now resolved  It was not.
    5 July onwards
    Many calls to the Call Centre, all operatives assuring me that there is not a problem with a line and they can fix the problem I am having within 24 hours.  After many line tests, rebooting, resetting of broadband etc.  I eventually persuaded them to send another engineer.
    12 July
    Young apprentice visited (lovely young man and we wrote a very nice email to his line manager as we were impressed with his attitude).
    He did not however resolve the issue, he completely renewed all of my broadband equipment and left.
    W/c 16 July
    Started phone calls again to Call Centre.  They kept running line tests and telling me there is no problem.  Had to explain the term intermittent and there was indeed a problem. 
    Eventually got through to a level 2 Technician who ran a special test that only he could do and he could see that there was indeed a problem but that he could fix it within 24 hours.  He could not.
    A few more phone calls, and I eventually got them to agree to send out another engineer.
    31 July
    Wrote a complaint regarding service on BT website.  Incident number 120731-003877.  No reply received however did get an email about how to improve my broadband speed!  I live in a rural area, anything about 1mb would be a miracle.
    Early August
    Received a phone call from a nice young lady based in London working as part of the BT sales team offering me a discount on my broadband package if I agreed to sign a 12 month contract.  She did not know anything about the issues I have been having.  In the hope that the conversation was indeed being recorded I explained everything!
    No follow up.  As a gesture it would have been nice if someone from sales had phoned me back, offered sympathy and perhaps the discounted package with immediate effect (without a contract requirement) seeing as I have effectively had no internet for a month and possibly the lowest connection speed in the country.
    9 August
    Another engineer arrived with 35 years experience and excellent member of staff.  Conducted a full line test and low and behold, problem found with line 83 meters from my property (exact location where we had an issue the previous year and that I had been trying to tell the Call Centre staff about).
    On examination, the engineer confirmed it needed replacing.  Also that the space between the telegraph poles was 75 meters and should actually only be a maximum of 63 meters hence, tension on line which has caused the problem.
    He called for assistance and both he and a colleague were about to replace the line when he was called off the job by his line manager.  Something to do with Health and Safety. hmmmm..... he did have a colleague, a Hiab and all specialist equipment.  I did wonder whether cost was a factor as we are the last house on the line.
    10 August
    Further phone calls to Call Centre, told again that they needed to run a line test and that they could get my phone working in 24 hours.  Informed them that it was very improbable.  
    11 August
    Level 2 supervisor finally returned my call as promised and confirmed that a new line was needed. She gave me the telephone number of the telephone line faults department to phone to enquire when this would be done.
    13 August
    Phoned the telephone faults department to ask for a date when the line would be replaced.  Level 1 technician wanted to run line test and assured me that he will be able to solve my problem with a few simple steps and that it would be fixed within 24 hours.  I informed him that it would be impossible.  I asked to speak to a level 2 supervisor.  He put me on hold for 10 minutes and then informed me that a level 2 supervisor could not help me.  He agreed to book an engineer to come out and repair the fault (he had never done this for any other customer before but as I was a special case he agreed to do so!).  I had to provided him with exact details of the fault.  I requested that he refer to the report given by the last engineer that visited but no, he wanted the details from me, slowly, so he could type it out.
    I have an appointment for Thursday 16 August between 8am and 6pm.  Not hopeful.
    I requested the number of a telephone complaints department or any member of staff I could speak with in the UK.  He could not find a number for me.

    Hi,
    Your line and exchange is maintained by Openreach and not BT Retail (your communication provider). BT Retail do not get priority over other communication provider as Openreach treat all communication providers/ISP's equally.
    If you would like to contact the BT Care Team they will be able to look into your account notes and to help you get it resolved. BT Care Team are a UK Based BT Specialist Team.
    Click here to contact BT Care Team
    They wil contact you by email or phone within 3 working days. You will be given a automated reference number please make note of this.
    cheers
    jac_95 | BT.com Help Site | BT Service Status
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  • UK based broadband call centre?

    Is there a number I can call to speak to someone based in the UK please? I'm utterly sick of the garbage service I'm getting and I can't be bothered with the 50mins of troubleshooting I have to do every time I have a fault, which is always an issue at the exchange. 7 faults in 8 months, every single one is external to my property and we've gone for up to a week without broadband or BT Vision. 3 Engineers have checked the internal equipment and cabling in my house and never found a single fault. It's time for BT to do something or let me out of this contract.

    Halfmad wrote:
    Is there a number I can call to speak to someone based in the UK please? I'm utterly sick of the garbage service I'm getting and I can't be bothered with the 50mins of troubleshooting I have to do every time I have a fault, which is always an issue at the exchange. 7 faults in 8 months, every single one is external to my property and we've gone for up to a week without broadband or BT Vision. 3 Engineers have checked the internal equipment and cabling in my house and never found a single fault. It's time for BT to do something or let me out of this contract.
    Second and third line support (where the real experts live) are in this country. First line service ("Help desk") isn't run by BT at all - it's outsourced to an Indian IT services company (HCL Technologies).The people employed by HCL aren't trained telecom specialists. They're call centre agents working off a BT-supplied script.
    HCL are incentivised to handle and close as many fault reports as possible. In other words, they are effectively penalised for every fault they refer on to the UK-based BT second line support. That's why it's so difficult to get past them.
    The reason that the help desk is subcontracted is to keep the costs of service down. They're cheaper than a UK equivalent.
    All the large UK ISPs cut corners on service to keep costs down and profits up. If you want expert, UK based support, you can have it. Just not with BT.
    There are several excellent, smaller ISPs who provide a superior service all round, but at a higher price. You pays your money and you makes your choice.

  • Moving the Call Centres to back UK?

    There were a number of suggestions a while ago that BT were likely to move at least some of the call centre work back to the UK. It seems to have gone quiet about this.
    Having just had a long tussle with some of our Asian friends on behalf of a client (there was eventually a satisfactory outcome after a number of calls when I eventually got to speak to someone in the UK who solved the issue in a couple of hours), I wondered if anyone knows whether it is going to actually happen . . . ?

    jjgraphics wrote:
    You must have been very lucky with the BT Indian call centres.
    Possibly, though I've only ever delt with them as a customer, and apparently not as often as you have. I can only speak as I find, as do you.
    The quote from Sir Keith Watson, although historic, typifies the daft attitude in many businesses that price is the most important aspect of any service. It is not. Efficiency is most important and efficiency normally leads to lower costs. It is crazy to outsource these jobs to another country when we have people unemployed in the UK, many of whom would be pleased to have a call centre job.
    My view is that if people could understand the call centre staff better and if the call centre staff were properly trained to do their job so that each problem was dealt with more efficiently and in a shorter time, far fewer staff would be needed and there would be no need to outsource the service to a country where a significant number of the staff are simply script readers have no real idea what they are doing.
    All true, but all business owners/managers/company directors would disagree with you - the one's I've met anyway. Especially when it comes to price, and keeping business costs down, especially the costs of employing staff, or for that matter the costs of actually manufacturing a product in this country!
    The key problem in this country has been that call centre jobs, like so many other jobs, are classed as a low paid, minimum wage, **bleep** job that no one really wants to do. Combine that with shift working, or unsociable hours, and you have a lethal cocktail that no UK worker will touch unless it's extremely well paid, their desperate to work, or the DHSS are forcing them to take the job at gunpoint! £5.80/hour simply won't cut it, and all you'll end up with is a high turnover of staff. And in that sort of working environment you can forget staff training! The people who are supposed to train either won't bother or only give you 5 minutes of their time and then watch you sink or swim. I mean, if this person is only going to stick around until they can get another job, or get pissed off and leave, or until they get knocked up by their spotty boyfriend and end up becoming a single mother living on benefits, what's the point in wasting the companies time, money and breath training this person? Plus, on top of that, you would also have to pay the UK employees national insurance, probably provide them with some sort of pension, maternity pay...
    I saw this first hand, 15 years ago, in the electronics industry. This is why so many UK jobs have gone abroad. Employers simply can't get the quality of staff they perceive they want at the right price, plus the costs associated with running a business here are considered to be too high.
    Sad, but true.
    Does anyone know anything about the move of the call centres back to the UK?
    Have you tried directly asking the moderators this question?

  • Call Centre no help at all!

    Can somebody please help me! I have spent approx 5 hrs on the phone to BT in the last few days and am getting so frustrated at going around in the same circles.
    I dont know if its a line fault, broadband issue or Vision issue and the Call Centre arent helping at all. Initially my BT Vision was playing up, programmes freezing and jumping. Then we noticed that the landline had no dial tone. I never use my landline so hadnt noticed but my mother mentioned she tried to call me a few times over the last week and although I was home my phone hadnt rung.
    Yesterday BT called me to say that the phoneline is now fixed and all the other issues should now be sorted. However they are not. My telephone now works, but my BT Vision is still jumping and my broadband is very slow. I am told I should be getting speeds of 15mb however tests show I am getting 2.4mb
    I have patiently done as the operators have asked me, turning off the hub, vision box etc a million times (only a slight exaggeration) and plugging my phoneline into the test box etc etc.
    I have just got off the phone again to customer services, the operator wanted me to go through all the same things again, line tests, wired connection, turn the box on and off etc etc however I asked him to check my call logs to see we have done all of this many times and not got anywhere so we now need another solution. He tried to insist we need to do these tests again, so I asked to speak to a supervisor, he told me a supervisor would say the same and I asked to be put through anyway.... and he hung up on me!
    Now enough is really enough! As I am clearly getting no where by calling the call centre, what can I do? I hope someone can help!

    ADSL Line Status
    Connection Information
    Line state:
    Connectedppp0_0
    Connection time:
    0 days, 00:09:17
    Downstream:
    14.97 Mbps
    Upstream:
    1.109 Mbps
    ADSL Settings
    VPI/VCI:
    0/38
    Type:
    PPPoA
    Modulation:
    G.992.5 Annex A
    Latency type:
    Interleaved
    Noise margin (Down/Up):
    3.6 dB / 6.0 dB
    Line attenuation (Down/Up):
    22.6 dB / 14.3 dB
    Output power (Down/Up):
    19.8 dBm / 12.4 dBm
    FEC Events (Down/Up):
    6520080 / 0
    CRC Events (Down/Up):
    26538 / 0
    Loss of Framing (Local/Remote):
    0 / 0
    Loss of Signal (Local/Remote):
    0 / 0
    Loss of Power (Local/Remote):
    0 / 0
    HEC Events (Down/Up):
    72873 / 0
    Error Seconds (Local/Remote):
    9502 / 4

  • Slow Broadband Slow Call centre Slow Everything......

    Where to begin..Like many people I use my mobile more than my landline for making calls.
    So, when my landline was making a terrible noise it was not the end of the world. Then Broadband went a bit Pete Tong on me acting slow..No probs just explain to BT the prob and all should be fine  (Simples)..
    Day 1.. Engineer repairs Telephone line...Even thou I mentioned Broadband slow not put right.
    Day 2  Ring BT to explain nice phone line no Broadband (almost 1 hour on the phone to call centre)
              Done the usual speed test - 13mgb coming to the house then 0.03 from hub to computer..
              Everything points to a prob from line to hub.
              So a new filter was dispatched
    4 Days later filter turns up
    Guess what?  Still the same..Ring Call centre 1 hour later explained prob...Dispatch a new hub...3 days later Hub turns up
    Guess what? Same old..Ring call centre 1 hour later explain prob...By now begging for an engineer to come out.I am told if the problem lies my end then there will be a charge..(by now could not care about charge get someone out!!!)
    What I should make clear  this is over 5 weeks now. I am paying for a service I cant get..
    By now 5/10/13 I decided to tackle the prob head on and get my own Engineer from check a trade.  (i paid for this service)..A former BT man arrived at my house and did the relevant tests and discovered that my IP PROFILE is set to 0.14mbps.. He was dumb founded to here of my plight...Well, I have passed on this information to BT and lets hope it gets sorted....Needless to say Im not happy with BT

    Hi stu61,
    Sorry to hear that your having issues with your BT Retail services.
    You will either be on the ADSLMax (upto 8mbps) service or if your exchange has been BTw 21cn upgraded you maybe on the ADSL2/2+ (upto 12/20mbps) service depending on your line quality and length.
    However these upto speeds may not be the speeds you will get as ADSL broadband connections are very dependent on the distance from your property to the exchange and the quality of your line. The further away you are from your local exchange the slower your broadband speed will be.
    To enable the community to help you please see the advice below:
    Please see Keith's help guide here: Helping forum members to help you, it will go through some checks that are needed for us to help you.
    A summary of the checks are:
    1a) Is your router/Homehub connected by a BT NTE5 master socket, Adsl Filtered Master Socket or Extension Socket?   Please bear in mind that extension cables and extension sockets can reduce the broadband's performance. If you have an Old LJU master socket then please say.
    1b) Have you tried the Test Socket? - if you have one.
    2) Can you please run a BT speed test (including IP Profile) http://speedtest.btwholesale.com (not beta version)[Best done with a wired, Ethernet, connection] After Quick Test is done you need to click "Further Diagnostics" to get IP Profile.
    3) is there any noise on your line. dial 17070 option2 ,called quite line test, from landline phone. should be silent but slight hum normal on cordless phone.
    4) please post adsl line statistics 
    ADSL Line Statistic Help:
     If you have a BT Home Hub like the one below...
     Then:
     1) Go to http://192.168.1.254 or http://bthomehub.home
     2) click Settings
     3) Click Advanced Settings
     4) Click Broadband
     5) Click Connection or sometimes called ADSL (see picture Below)
    The direct Address is http://bthomehub.home/index.cgi?active_page=9116 (for bthomehub3.A firmware ending in 1.3)
    or http://bthomehub.home/index.cgi?active_page=9118 (for bthomehub3.A firmware ending in 94.1.11)
    You will need to copy and past all the adsl line statistics ( Including HEC, CRC and FEC errors). You may need to click " More Details"
     If you have a HomeHub 4 then the majority of the ADSL Stats shown in the previous Hubs will not be there.
    There are more useful links on Keith's website here: If you have an ADSL connection, please select this link
    Don't have a BT Homehub/Voyager?
    • http://192.168.0.1 for a netgear router and look for ADSL adsl statistics with information like noise margin and line attenuation, connection speed
    • http://192.168.2.1 for a belkin router and look for ADSL adsl statistics with information like noise margin and line attenuation, Data Rate
     cheers
    I'm no expert, so please correct me if I'm wrong

  • IPhone locking up when answering a multi-party call

    My iPhone locks up when I either try to switch over to a 2nd call coming in. I answer the call and the phone number shows but the timer sits at zero and when I hit the home button I get MULTI PARTY CALL and my iPhone locks up. The only way out of it is to turn off my iPhone and turn it back on. I thought it was perhaps a Firmware issue but I have the latest firmwhere and even restored back to factory defaults. I had thought the problem was also when there was too much texts and voicemail and the problem was a memory issue and have cleared out all my texts as well as much of my voicemail. It still have the issue. Does anyone else have the same problem I do trying to put 1 call on hold and answer a 2nd call?
    Thanks!
    Bill

    I have the same problem!
    it's a total crap shoot when you answer a call while you're on one, I know it's not just me a couple of friends are having the same issue... I would love to have this fixed!

  • Iphone 6 call quality issue....

    Hi, yesterday i saw software update in my iphone 6 and i thought it will solve the call quality issue , but unfortunately it was not for that.
    Dear iphone support , the call quality in iphone 6 is really bad, I was using iphone 4S and that had great voice quality. iphone 6 voice during call is not clear , it has noise .
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    Since my iPhone 6 has great Call Quality,
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    If it is really they should be able to fix it.
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  • Useless call centre - how can I get an intelligent...

    My broadband is dropping every couple of days, often for 5 to 10 minutes.  Red lights on the modem and the BT Home Hub  splash screen on the computer saying it can't connect to the internet.
    I phoned the help number and spoke to a call centre presumably in India judging by the accent and odd use of the english language. 
    He checked the connection at his end and said it was fine.  I repeated that it was OK now, but it had dropped an hour earlier, well as every couple of days.
    "Now I have to explain something to you sir.  Your hub can accumulate blockages.  It is like static electricity they can make your light turn red and block your connection."   WTF?  He asked me to reset the hub to get rid of the static, despite the fact that I'd told him I pull the power on the hub every couple of days in the vain hope it'll speed up the reconnection (it doesn't). 
    Then he said again that his computer says there is no problem with the network so the fault must be in my house.  So I repeat that the problem took place an hour ago, so the connection is fine now.  I asked if the dropped connection an hour ago showed on his computer.  "No sir. I can see your connection is fine". I asked about dropped connections in recent days, but  he said there had been no dropepd connections.
    He then started talking about wifi settings and that lots of devices on wifi can cause problems.  So I repeated again that the box has a red light and all my devices can see the homehub interface, but we cannot get connected to the internet.
    Then he started on about making sure we have the right wifi channel.  So I said I wasn't going to talk about wifi anymore, the problem is with the network, and it happened an hour ago, and it happened on other days.  "No sir, your connection is fine, I will email you some details about how to improve wifi in your house."
    I then said I didn't want to talk about this anymore and I would end the conversation. I put the phone down.
    Then my mobile rung "Sir, I have to tell you about your wifi."  I reply "No thank you, I don't want to discuss this with you"
    Then my moble rang again "Sir, there are some things I can tell you about fixing your wifi."  I reply "No thank you, I don't want to discuss this with you"
    arrrrggggghhhhhh !
    Is there any way of speaking to a person who understands that a red light on the modem and a homehub that says it is dicsonnected from the broadband might actually be a problem with the broadband connection? 
    Also when I've had the same thing a few years ago I though the helpdesk operator could see how many dropped connections had taken place?  The chap tonight was insistent there was no record of dropped connections.
    edit to add:  I'm on a Hub 5 type A plugged into the master socket.  No other sockets in the house.

    1. Product name:
    BT Home Hub
    2. Serial number:
    +068343+NQ34940784
    3. Firmware version:
    Software version 4.7.5.1.83.8.204 (Type A) Last updated 22/01/15
    4. Board version:
    BT Hub 5A
    5. DSL uptime:
    0 days, 00:58:41
    6. Data rate:
    9995 / 39993
    7. Maximum data rate:
    11929 / 48683
    8. Noise margin:
    6.6 / 9.5
    9. Line attenuation:
    25.6 / 20.4
    10. Signal attenuation:
    25.4 / 20.0
    11. Data sent/received:
    8.6 MB / 61.5 MB
    12. Broadband username:
    [email protected]
    13. BT Wi-fi:
    Yes

  • Integrate MS CRM with call centre avaya

    Hi, all.
    Prompt please how it is possible to integrate MS CRM with call centre avaya

    Hi Elka,
    Please check this link : http://www.avayausers.com/showthread.php?p=52698
    Let me know, if this is not what you are looking for,
    Regards,
    Chinmay
    http://metrix.blogspot.com

  • Call centre refuses to reset my password

    I want to cancel my account. Now spent possibly up to ten hours trying to communicate with Bt over this matter but they at the call centre cant be flexible and wont assist.
    I pay the account for phone + broadband monthly. But my father is on the bill as the account holder despite me trying over the years to alter this. He is now not only frail and has dementia but is also blind. There is no understanding here. I look after him, I live with him and I take care of his affairs. I pay the bills with my account diligently each month
    BUT bt still wont let me access my account online to login and change my now unusable locked out password.
    This is a living nightmare. I dont want to spend anymore of my precious time or money trying relentlessly to do this simple action.
    I feel totally ripped off by Bt as the problem isnt sorted and I dont think this is probably offering a good service but actually taking my money for goods that arent recieved, can anyone advise on this.
    I am so frustrated I feel the only way to be free of all this stress is to cancel the accoutn but I wont be able to do that as they want to speak to my father as Im not good enough apparently.
    Madness, who made up these Draconian rules????????????
    All I actually want to do is to be able to use the broadband connection vian btwifi when Im out and I need to reset the password. But as previously explained I cant as they wont let me carry on with the phone call as Im not my father, who cant communicate anymore.................

    Shhhh wrote:
    I want to cancel my account. Now spent possibly up to ten hours trying to communicate with Bt over this matter but they at the call centre cant be flexible and wont assist.
    I pay the account for phone + broadband monthly. But my father is on the bill as the account holder despite me trying over the years to alter this. He is now not only frail and has dementia but is also blind. There is no understanding here. I look after him, I live with him and I take care of his affairs. I pay the bills with my account diligently each month
    BUT bt still wont let me access my account online to login and change my now unusable locked out password.
    This is a living nightmare. I dont want to spend anymore of my precious time or money trying relentlessly to do this simple action.
    I feel totally ripped off by Bt as the problem isnt sorted and I dont think this is probably offering a good service but actually taking my money for goods that arent recieved, can anyone advise on this.
    I am so frustrated I feel the only way to be free of all this stress is to cancel the accoutn but I wont be able to do that as they want to speak to my father as Im not good enough apparently.
    Madness, who made up these Draconian rules????????????
    All I actually want to do is to be able to use the broadband connection vian btwifi when Im out and I need to reset the password. But as previously explained I cant as they wont let me carry on with the phone call as Im not my father, who cant communicate anymore.................
    Hi Welcome to the forums.
    Sorry to hear about your situation.
    If I may be frank initially, it makes sense thar the account holder with any security answers are used to ascertain the owner of the account. It's not really draconian as it could be abused by anyone knowing some (but not all) of the details.
    However, you say you take control of his affairs - do you actually have Power of Attorney in this sad situation ? If you do then the appropriate document needs to be sent to the correct BT department in order for you to control the phone etc. Sorry I don't know where you would send this, but a moderator would be able to help here.
    If you don't have PoA, then it might be worth considering, and needs to be discussed with any other family members. This will help in all sorts of areas, e.g. bank accounts, utilities etc. I don't expect they mind who actually pays the money, but the account holder needs to be validated.
    It's a very sensitive topic of course, so I wish you well in this,
    http://www.andyweb.co.uk/shortcuts
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