NPOWER - undercover boss

ihateyes

What a loada tosh...... Npower are....

One click of a button, and the account is deleted.... cant be retrieved.... ii wonder how that woman got her £44 refund? i wonder what her next bill turned out to be, as they had lost all data???

quite pathetic.......

now fo hometeam..... should be fun/interesting!

dekaspace

ihateyes wrote: »

What a loada tosh...... Npower are....

One click of a button, and the account is deleted.... cant be retrieved.... ii wonder how that woman got her £44 refund? i wonder what her next bill turned out to be, as they had lost all data???

quite pathetic.......

now fo hometeam..... should be fun/interesting!

I was unsure if that meant the physical account was deleted or just they cleared the history on the screen since I have worked in call centres before(not NPower though but from the state of it I wish I did)

ihateyes

dekaspace wrote: »

I was unsure if that meant the physical account was deleted or just they cleared the history on the screen since I have worked in call centres before(not NPower though but from the state of it I wish I did)

nope it seemed the account was deleted......

also anyone thinking of NPower Hometeam..... 170 engineers, 46,000 customers.... those maths simply dont work out!!

BEWARE!

broxis11

I tried to watch it with an open mind. It seemed staged to me but then he did look like he was really out of touch so I`m undecided.

yoda011087

ihateyes wrote: »

nope it seemed the account was deleted......

The account would not have been deleted, but would not be able to have been recalled until another contact is made with that customer.

Accounts are never deleted at utilities - only made inactive once accounts are closed. This is so there is still a history of events in case problems arise further down the line.

Npower's contact system sounds like a right pain in the a**e; I'm glad the guy admitted a new one was needed.

Maybe all company bosses should do this kind of thing?

:cool:

seafarers_wife

it didnt mean the whole account history was deleted, it just ment that the details were lost from that advisors screen as they dont save anywhere, and to reaccess the account you would need some customer details to get back into the acount to do the required action that the customer was told about.

usually if that happens on a call, we would ask a manager to listen back to the call to get the account details so we could go on and do what needed to be done, might not be done till an hour down the line when we got the details and call listened to but it would get done.

DrEvazan

What's more un-nerving is the fact that they have Peter Kay do safety checks on their metres!

Lgas

DrEvazan wrote: »

What's more un-nerving is the fact that they have Peter Kay do safety checks on their metres!

Haha i'm glad someone else noticed that! :rotfl:

sazzie_sue

DrEvazan wrote: »

What's more un-nerving is the fact that they have Peter Kay do safety checks on their metres!

ohhhh have to giggle at this one.... Peter Kay is actually a friend of mine and its unreal how much he does look like him lol..... despite peoples opinion of the company (cause they are rubbish) he deserves recognising and i'm not just saying this cuase he's a friend, I am saying cause he works really hard doing loads of overtime and call outs till daft o'clock in the morning and hes a really friendly people person, the little old ladies love him, its nice to see a company giving back to their staff not just him but all of them and wish them the best of luck !!

SSx

System

personally i woud heve thought more of him if he had trawled the streets knocking on doors ,not really as good as the others.

davidgmmafan

"usually if that happens on a call, we would ask a manager to listen back to the call to get the account details so we could go on and do what needed to be done, might not be done till an hour down the line when we got the details and call listened to but it would get done"

That's all good and well but the call doesn't always record. There is another workaround where you basically copy the account number into another system which, if you go out of it can recall the last account number.

Overall I thought it was very fair, I would've like to have seen more about the call centre as this is where I live. However I felt the point about interviews was VERY well made. I see loads of people who cover say a manager position, and seem truly superhuman, but they keep failing the interview. Therefore the interview is flawed IMO. It is not doing what it is supposed to do which is find the best people.

The point about systems I felt was a little contrived. He said we're bringing in a new system. We know this as there has been information about it drip feeding down to us for ages. EDF have a similar system and we all know how they've been lately. Lets hope the fact they bought it off the shelf where as we are having it designed for (or by) us, I forget which, makes a difference.

If he took one impression from this I would hope it is this... Too often it feels like you are working with one or both hands tied behind your back. The worst thing about this is 99% of the problems we grapple with on a daily basis relate to something we have caused. Not on an individual level but as a company we are doing it to ourselves.

In other episodes some large changes seem to have been made, here I didn't get that impression so much but hey it can't hurt right?