http://andyonsoftware.com/2007/03/another-kind-of-call-centre/ Andy Hayler, founder of Kalido and The Information Difference, gives his views on the enterprise software market. Issues covered include data warehousing, master data management, business intelligence and data quality. Fri, 12 Aug 2011 09:22:13 +0200 http://wordpress.org/?v=2.8.4 hourly 1 http://andyonsoftware.com/2007/03/another-kind-of-call-centre/comment-page-1/#comment-24713 ChrisR Fri, 09 Mar 2007 22:00:48 +0000 http://andyonsoftware.com/2007/03/another-kind-of-call-centre/#comment-24713 I think you may over-state BT's indifference to its customers: an acquaintance of mine, newly employed by BT, tried to get a BT broadband line and phone package installed at home, authorised and paid for by the company itself. To cut a very long story short, he also had pretty much all the problems described here and in the comments. So he gave up. Which suggests that the problem with BT is not that it doesn't really value customers; rather, it is "institutionally useless" - just completely incapable of providing competent professional service to anyone. I think you may over-state BT’s indifference to its customers: an acquaintance of mine, newly employed by BT, tried to get a BT broadband line and phone package installed at home, authorised and paid for by the company itself.
To cut a very long story short, he also had pretty much all the problems described here and in the comments. So he gave up.
Which suggests that the problem with BT is not that it doesn’t really value customers; rather, it is “institutionally useless” – just completely incapable of providing competent professional service to anyone.

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