Topic: UK help lines - BT should ensure thier staff can speak reasonable English

[Andyeilio]

OK, heres my gripe.....but first a qualifier.

This is not about race, but about cost cutting.

Needed to get a new BT home hub, it was broken, I new this because it didnt work.

My old hub (kept just in case) worked, the 6 month old one didnt, so its broken, not my PC, or line

So, had to go through the fault finding with a lovely lady, who had difficutly understanding me, and I had difficulty understanding her! Not her fault but BT's.

For example

Q1) Is there any lights on the hub?

My A1) No, no lights on at all

Q2) Ok, is there a power light on
A2) No, there is no lights on at all

Q3) ok, is there a light on underneath the ethernet connecion
A3) NO, THERE IS NO LIGHTS ON AT ALLLLLLL ARRGGGHHH

And so it went on, after half an hour of this, I was promised a new hub, I could have saved them that time if they had just listed.

Rant over, thanks for listening

[Liam]

They are a waste of time BT

I called them once because our broadband went offline and I spend 20 minutes arguing with someone as they where trying to say I had a modem!

MUPPETS!

[JimmyTheHoover]

And so it went on, after half an hour of this, I was promised a new hub, I could have saved them that time if they had just listed.

Personally I don't see what leaning to the side would have done to improve your experience Andy.... 

...but you need to appreciate that for "consistency of service" all first line help desk operate on a "flowchart principle" and the steps listed need to be followed - problem is with those who draw up the flowchart logic - although of course the whole approach is designed to reduce the overall "skill" level required at the front end....

[Andyeilio]

Liam, couldnt agree more. left some of my comments out, including delay in response.

Jimmy, I agree, I know a lot of helpines use this process to downskill the operators, however, surely some common sense and training is required, as is a grapsing of the language.

NHS direct is another classic..........

My son has a high temperature....

OK, is he breathing, yes, does he have a pulse, yes.........OMG.

If he wasnt breathing I wouldnt be worried about his soddin temperature!!!

Again, this isnt necessarily the fault of the call takers, rather the bean counters who are cost cutting, and persons who write the logic tree/drop downs

[JimmyTheHoover]

Glad you agree with me Andy 

...just gotta love "Is he breathing....." 

[Andyeilio]

Its the same issue, probabally more so worried about litigation, helpline let my child die, or some such rubbish.

 

[Andyeilio]

Got an Esurvey request from BT this morning, I gave it to them straight!

[JimmyTheHoover]

Got an Esurvey request from BT this morning, I gave it to them straight!

Timing is Everything.....