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    If Easynet/Sky *must* outsource their support..

    This is a discussion on If Easynet/Sky *must* outsource their support.. within the Sky Broadband help forums, part of the Sky Broadband help and support category; They could have done a better job and have gone with somebody like iDesk (see http://www.idesk.com) . They're UK based, ...

    1. #1
      movielad's Avatar
      movielad is offline Sky User Member
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      If Easynet/Sky *must* outsource their support..

      They could have done a better job and have gone with somebody like iDesk (see http://www.idesk.com). They're UK based, and most of their call centre operations are based in London (not sure whether it's entirely Central-london based or whether they have some of the operation based out in Middlesex where the HQ is).

      When I was working for a large national ISP a few years ago (in the systems department - we were kept away from customers as much as possible - teehee), they were used for the frontline tier 1 and tier 2 support and although not *entirely* perfect, they are a damn site better than using a call centre outside the UK where you're not guaranteed the same level of support and can actually work out more expensive than keeping the call centre in the UK (particularly when you've got to send out managers and trainers over to the country concerned to provide training and support for the product).

      If what I'm reading here is true, and that the Phillipines are passing on calls back to tier 2 without following proper procedures, then I can only imagine that the overall cost to Sky is not going to be good. Whoever decided that outsourcing like this was a good idea obviously either doesn't need support (and the irony would be, of course, is that they don't use Sky Broadband at home) or is living in a cloud cuckoo land.

      Either way - you cannot do technical support on the cheap. It's bad enough that the staff in the Phillipines haven't even been able to use the product they're supposed to be supporting! It requires investment in people and facilities - things in which Sky/Easynet appear to be in the need of reinforcing pretty quickly.

      Just my tuppence.

      M.
      Last edited by movielad; 11-11-06 at 11:30 AM.


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      its not all philipines we have a large contact center in dunfermline with hundreds of staff, one in ireland aswell and then shepton then the philipines which is for when its far to busy and with large Ques.

      if you get one of them dont fancy talking best call back at a later time in the day

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      movielad's Avatar
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      Ah, so the Phillipines is merely an overspill call centre. Still, there are better alternatives to it.

      M.

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      The Doctor's Avatar
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      indeed m8, much better but it was allready there so I guess they thought it was better than nothing lol

     

     

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