LLU up to now is not rate adaptive! if and when Orange go over to ADSL max ( or similar ) things may get better.
I'm certain I read it is rate adaptive, though not in those exact words, maybe you should check through the KB a bit. I won't guarantee that though.
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Listening and explaining in a consistent way should resolve this, problem is that for the same problem you can get 3 different stories from 3 different CSA's ( not including you Elhana )
Yeah it should really, problems crop up when agents pick a possible cause and say thats the problem and correcting that will cure it. Quite annoys me, you say it's the most likely and mention other possibilities and if they have to hang up give them a bunch of things to try. Saves time and speeds up the whole process.
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Call transfer seems to work OK for other industries!
You still have to explain all again when you phone another dept. At least with a call transfer time is saved by (a) not having to do security checks again and (b) cust. details will be active including the steps already taken from the previous CSA.
I really don't want to get into the pros and cons of transfers. Really it comes down to queues, if there's queues then transferring will usually worsen the queues overall.
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You would be surprised at the increase in customer satisfaction, and more importantly customer retention, when a company admits to their shortcomings. Customers are not stupid and accept that errors/problems do occur, it's part of life. What they don't stand is companies denying that the fault is theirs only to be found out.
Saying " we're sorry we have a fault/problem we are doing our best to resolve it and WE will keep YOU informed of progress " and doing what you say reaps rewards.
It would be good if that did happen but there has to some major change in thinking by management for it to really begin in my opinion. It would be nice if they were a bit more open with staff over changes and what could be effected.
Just being more open with a few things I personally think wouldn't work so well right now, sure some would be more satisfied but they'd really need to go the whole hog for it to have a real impact.
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If Oranges upper/middle management were as conciencious in there job as Elhana is in hers I don't think we would have as many problems.
Yeah management is where things are decided, unfortuantly they love to look at stats and pie charts more than they probably should.
It looks like it's rate adaptive to me, judging by the line stats posted on this site.
Of course, some of the problems on here are because it isn't 'adapting' well enough (and also because Orange don't seem to be explaining the hows and whys of eliminating/reducing local noise well enough to their customers).
By any name, (BB MAX, ADSL MAX, BT MAX) .....the new technology is much the same for all operators ... it IS rate adaptive.
While rate adaptive is a loose term, since a lot of factors affect the actual rate, it may also be afected by CPE (Customer Premise Equipment), Signal to Noise ratio, Contention (number of concurrent users) and even to the problems related to exchange equipment.
All these (and many more) factors affect the actual speeds (and disconnects ) that users face. However, unless it is a hardware fault at the exchange, it does not affect a large spectrum of users.
Will appreciate if any market research or survey has shown what percentage of LLU'ed customers face a CONSISTENT problem? If anyone has that data, pls. post it (or its link) here.
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) that users face. However, unless it is a hardware fault at the exchange, it does not affect a large spectrum of users.
