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| Charter Tech I'm a field tech for Charter. This is a problem that is caused by a few things- outsourced call centers who are a good phone call or three away from us techs, sales reps who tell the customer one thing (sure, the tech will install your phone, tivo and blender and he'll be there at 8:00) and then set up something entirely different (1-5pm for hsi install), and a small army of contractors who frequently simply don't show for jobs that are unpleasant- making them even more unpleasant when I get them because now the customer is irate. Don't blame the csr, don't blame the tech, we know it's ridiculous and we tell our bosses but nobody in management cares. And we see the customers leaving. Personaly, I'm sorry to hear these complaints. Best of luck to all of you. | | |
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 paulhaskewUnoffical Dominos Spokesman
join:2002-01-10
Vancouver, WA | I worked (yes past tense) for Charter for 2.5 years and we were told to lie to customers on a multitude of occasions. As you stated management does care, they just care about call metrics, being the #1 call center in the nation, and making sure we hit our numbers for answering calls within X amount of time so fines don't happen...
I feel sorry for the customers of Charter as management within that company all the way to Paul A. don't seem to care about them. It's all about the money in the end, just do enough to make sure it keeps flowing, but nothing else... UGH!
Hence why I quit! Can't work for a company that operates on lies, facsimiles and false pretenses... Good luck to all the other Charter employees, hopefully a consumer will understand the HELL you have to go through working there as a front line employee... Your the most important, but also the most underpaid and shown the least gratitude for making it through the muck...
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Anything I say can and will be used against me in a court of law.
Somewhere over the rainbow lies the valley with gigabit fiber.
Dude, I got a Dell UltraSharp 2005FPW. | |
 xdeadhead220, 221, Whatever It Takes.Premium
join:2000-11-08
Mechanicsburg, PA
1 edit | reply to plattypus1
this could so be a verizon online (VOL) based thread as well. seriously.
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I am not herbert. | |
 Vodka2
join:2005-12-20
Sacramento, CA | reply to paulhaskew
(I put this in the forums, but it's not appearing here, so I'm cross posting.)
Since we have a problem delineating between former anonymous outsourced representatives and former previously-named direct employees of Charter...
I've stated my first and last name here before, as a former direct employee of Charter.
I can tell you that the practices described in the first 2 linked posts are accurate -- namely, that you would pump calls without experience and attempt to upsell, or risk being disciplined or terminated by management.
I have a ton of it. I held on to my notes and observations in case I was ever called upon to testify, since I knew I was pretty vocal at the time, and it might come up again later on. So, if you want some direct quotes, first hand information, history, evidence, etc, feel free to PM me. I'll be glad to share.
**EDIT**: Two for one deal -- come for the lack of customer focus, stay for the lack of quality infrastructure. | |
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