Some Questions For Mtnl Customer Service

urbanmojo

Newbie
[OP]
Apr 11, 2006
13
0
Some questions for MTNL "customer support", from a Delhi subscriber:1. When my internet is not working and I call customer service, why do you have me check my computer settings first of all, when auser's IP settings are rarely the problem? Do you not have the ability to check whether service is down in a particular area?2. If you don't have that ability, when is MTNL getting that ability? In North America ISP customer support organizations have had this ability for at least 7 years--to search for internet problems in different areas by phone or PIN numbers. They generally also assume that it is their problem first before checking user settings.3. When a customer service agent said they would transfer my call and we got disconnected, was that a mistake? Or was it on purpose so they wouldn't have to actually face the issue (and so they could keep their "number of calls taken per day" statistics looking good)?4. Why isn't there always a supervisor available for me to speak to when a problem isn't getting resolved? When the agent says they will get a supervisor, and the call gets disconnected, was that a mistake? (see above)5. When I press "2" to get an English speaker, I get somebody who speaks zero English, or, at best, bad English. What kind of English test do customer service English representatives have to pass to get a job answering English calls at MTNL? I speak some Hindi but not enough to effectively deal with Internet problems. 6. Do you rate your agents only on statistics like "average call talk time" and "calls answered", or also on call quality? Any good customer service organizations look at both, and have supervisors monitor calls on a regular basis, and "coach" agents at the end of a call.7. What kind of training do you offer agents besides "for every call read this same script to the customer, starting with the part about checking the IP settings" and "if a call is taking too long, hang up"?8. In which decade was your website designed? Did you hire a qualified web designer?9. Why did you give some users much higher speeds and then take it away? Is it just that you have a good sense of humour (in fact, does your sense of humour have anything to do with questions 1-8 above)I would appreciate your response as someone who has worked doing technical support in the past, and currently works as a consultant who helps call centers measure performance statistics. Since I can't get answers to these questions directly, any response from any anonymous MTNL employee on this forum would be appreciated.And to everyone else--please let me know if you also would like the answers to any or all of the questions above, or if you have any information regarding the answers to these questions. I know other people who have experienced all of the situations described above.Thanks!
 

dandy

Newbie
Sep 18, 2006
19
0
I may answer some, from the info gathered during my converstaions with some mtnl staff....

Some questions for MTNL "customer support", from a Delhi subscriber:

1. When my internet is not working and I call customer service, why do you have me check my computer settings first of all, when auser's IP settings are rarely the problem? Do you not have the ability to check whether service is down in a particular area?

They follow a script..

4. Why isn't there always a supervisor available for me to speak to when a problem isn't getting resolved? When the agent says they will get a supervisor, and the call gets disconnected, was that a mistake? (see above)

Standard Call center policy, not towaste too much time on a call and supervisor is never interested in taking too many calls anyway.

5. When I press "2" to get an English speaker, I get somebody who speaks zero English, or, at best, bad English. What kind of English test do customer service English representatives have to pass to get a job answering English calls at MTNL? I speak some Hindi but not enough to effectively deal with Internet problems.

What do u expect from a 12th pass (10th fail), their constraints are max salary ceiling of Rs. 6k / month salary. A good english speaking agent will be 10 plus. If a graduate who is good at english is getting ample opportunities in other call centers with starting salaries of 12 k/ month, why wud anyone work for 6k / mth?

6. Do you rate your agents only on statistics like "average call talk time" and "calls answered", or also on call quality? Any good customer service organizations look at both, and have supervisors monitor calls on a regular basis, and "coach" agents at the end of a call.

they hv to finish calls within 2 mins. Wonder how they can do it.

8. In which decade was your website designed? Did you hire a qualified web designer?

tenders, low quotes, red tapism, favoratism etc plus lack of futuristic vision. Chk out any Gov sites. e.g. Indian Railways. Absolute poor presentation.

9. Why did you give some users much higher speeds and then take it away? Is it just that you have a good sense of humour (in fact, does your sense of humour have anything to do with questions 1-8 above)

If you complain abt anything, u r gone. It happened to me today.

I would appreciate your response as someone who has worked doing technical support in the past, and currently works as a consultant who helps call centers measure performance statistics. Since I can't get answers to these questions directly, any response from any anonymous MTNL employee on this forum would be appreciated.

Whistle blowers in this country get killed. Hope u know it.

And to everyone else--please let me know if you also would like the answers to any or all of the questions above, or if you have any information regarding the answers to these questions. I know other people who have experienced all of the situations described above.

Visit this forum for any technical advice as most ppl at MTNL are telephone push/leftovers taking charge of Broadband. This is a redeployment policy. The senior ppl know something abt Broadband. They are also planning to introduce some software which u can download from their site and can troubleshoot most problems by urself. The software is under review and may hit the site in another 3 months.

My suggestion would be, if you aer not able to solve a problem within 2 hours, call the GM or DGM triband and voice your views. They are polite and make sure that the lower down do the work. I got more than 8 calls today from the GM's office to set right a problem.

Good luck to u....
 


ashishgoel

Don
Regulars
Jan 8, 2007
1,019
6
good question n to match them.. amazin answers....i can affirm, if these question happen to be put on MTNL guys, the answer will be a BIG SILENCE......
 

Apoorv Khatreja

Super Loser
Regulars
Nov 7, 2006
1,360
11
Delhi
One simple answer. In India, if power is given to a person who knows how to utilise it, he will do wonders for himself, leaving behind all others. That is why authority is always given to Noob Script monkeys like MTNL. If Airtel was made the primary broadband provider in India, we would all be enjoying 10 Mbps with 24 hours Customer supprt in 11 local languages. Then how would the government fill their pockets?
 


dandy

Newbie
Sep 18, 2006
19
0
QUOTE(Apoorv Khatreja @ Feb 20 2007, 01:20 AM) [snapback]80567[/snapback]
One simple answer. In India, if power is given to a person who knows how to utilise it, he will do wonders for himself, leaving behind all others. That is why authority is always given to Noob Script monkeys like MTNL. If Airtel was made the primary broadband provider in India, we would all be enjoying 10 Mbps with 24 hours Customer supprt in 11 local languages. Then how would the government fill their pockets?[/b]


Apoorv,

You are absolutely right.

But there is a serious problem with the basic nature of any provider, be it telephone, electricity, cell operator, Cable TV operator, schools or any place where one needs to avail of their services.

Once you are in you are milked, no matter how good / bad their services are. Either you dump them if not happy and sign on with the next "Milker" or enjoy being milked. As there is a saying which goes " If u r being raped, fight will all your might and escape, if not u better start enjoying it".

There should be a national level forum to address this problem and bring them to task for their arm twisting gimmicks. We the consumers pay through our noses and as an ordinary individual, cannot do anything, when in trouble.