NTL tackles its customer service

Summary:News just in: NTL's addressing its customer service issues by adding "a new back office system from Convergys". Not a bad idea at all, seeing as it currently has (count 'em) four billing and customer service systems in place.

News just in: NTL's addressing its customer service issues by adding "a new back office system from Convergys". Not a bad idea at all, seeing as it currently has (count 'em) four billing and customer service systems in place. As the PR department itself admits, "NTL's move comes at an interesting time in its history"...

"Convergys's system was used by Telewest to provide its customers with a single bill for all services (TV, Internet, telephone), resulting in a reduction in customer calls and an increase in customer satisfaction," it says here.

As a former customer of Telewest (and of NTL before that, prior to their merger), I will keep my opinion to myself on this one.

Topics: Telcos

About

David Meyer is a freelance technology journalist. He fell into journalism when he realised his musical career wouldn't be paying many bills. His early journalistic career was spent in general news, working behind the scenes for BBC radio and on-air as a newsreader for independent stations. David's main focus is on communications, of both... Full Bio

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