| Call Metric Hell I definitely agree that the community should have more options in regards to getting better customer service. Sadly, any fines in this regard will merely cause Comcast to implement harsher call metrics, i.e.:
Supe: "You will complete all calls within an average of 4 minutes, 30 seconds to achieve call metrics.
Rep: "Ummmm...what about actual fixes? Our current processes take longer than that."
Supe: "You'll just have to find a way to make them shorter. Disciplinary action will be issued against those who are unable to achieve the numbers."
*shrugs* A municipality gives fines and management will simply pass it off onto the reps. No win situation either way. |
