smokythebear
join:2004-07-13
30881
clubs:
| reply to TK Junk Mail
Re: Why billing is screwed up
My understanding is that because of the numerous different services that verizon offers and because of the nature of the company structure (i.e. Since verizon is made up of numerous small companies) their billing divisions are completely different. For example, on my monthly bill, I receive three different parts, one from the FIOS TV division, then one from the FIOS data division, and one from the phone part. Then you gotta figure too that the billing with DSL is a whole different matter, and if I had a different phone service then it would be a whole different department.
The good thing though is that they have set up the "special call centers" so at least it is a step in the right direction. But as the article mentions, if there is an unresolved issue, it does become a pain. |
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RIRWIN1983
join:2005-08-30
Columbus, OH
 ·RoadRunner Cable
 ·AT&T Yahoo
·AT&T DSL Service
 ·Cingular Wireless
| There are no "special call centers" all it is a normal call center that has a few rows of reps who primarly answer calls for certan products and are trained as such. I worked for the DSL side and thats how it was at our center, there was 2 rows for mac support, and 2 rows for the msn software that came with dsl. we all were trained on the dsl stuff, those 2 sets of rows just got extra traning on either mac or msn. |
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King Duck
join:2005-04-10
Elizabeth City, NC
| Verizon has separate Fiber Solutions Centers (FSC) for Fios, when I was there we had 5 or 6, not sure how many now.
These are solely dedicated to Fios tech support.
Billing also now has separate centers, if we called the old centers we got transferred.
Whilst there have been gliches, Verizon are still trying very hard to get it all right. |
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smokythebear
join:2004-07-13
30881
clubs: | yes, thats exactly what i was talking about. Thanks for expanding on my post  |
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telvista slave
@dngr.net
| reply to King Duck
They also outsource some fios support to telvista in irving, tx. In an attempt to hide the existence of the outsourcing from certain union areas, telvista ("park west fsc") is to transfer any callers not from Florida, Texas, Calif, Washington, Oregon, or South Carolina.
Telvista fsc reps don't have access to all the tools "real" reps do. They also do not support (and thus transfer) video. However, most are former dsl agents and are more technically inclined than your average verizon fsc rep, a good number of which are former billing/service reps.
Note that the relationship is not new. Telvista has provided dsl support for verizon from the beginning. |
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