 hopeflickerCapitalism breeds greedPremium
join:2003-04-03
Long Beach, CA
kudos:1 | CS Customer service has always been crappy with cable companies. And yes, even way back when they were not so big.
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Religion does three things quite effectively: Divides people, Controls people, Deludes people. |
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Reviews:
 ·WOW Internet and..
| Mostly it depends on who your rep is at the time and how many times they've been bitched at for keeping the customer on the phone to log and not making their quota time. Those are the ones that will tell you anything just to get you off the phone.
All call centers have the time quotas. Usually maybe 5 to 10 minutes at the most and a certain amount of time for each hold. Depending on the company depends on if they're allowed to put the customer on hold. |
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 NightfallMy Goal Is To Deny YoursPremium,MVM
join:2001-08-03
Grand Rapids, MI
 ·Site5.com
·Comcast
 ·Callcentric
| said by hottboiinnc:Mostly it depends on who your rep is at the time and how many times they've been bitched at for keeping the customer on the phone to log and not making their quota time. Those are the ones that will tell you anything just to get you off the phone. All call centers have the time quotas. Usually maybe 5 to 10 minutes at the most and a certain amount of time for each hold. Depending on the company depends on if they're allowed to put the customer on hold. Still, a bad rep gives a bad impression on the company which makes the results look bad in the end. |
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Reviews:
 ·DSL EXTREME
| My favorite part is being able to call Comcast 24/7 for anything EXCEPT canceling their service. Then they make you call "during business hours", and run a really long queue with bad hold times. And they have the gall to call it their "customer retention" department. If they wanted to really retain customers that were leaving, they would man that line 24/7 with short hold times, and really try to make people happy again.
Lucky for me AT&T just laid fiber to a local RT, so I'm now getting my 6MB for 1/2 the price, and none of the streaming/filtering/bursty download/high ping time garbage that meant my effective Comcastic experience was often worse than my 1.5MB DSL 'backup' line.
Now, if I could only reach an operator, uh, retention specialist to cancel the service... |
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 CapinPetePremium
join:2002-12-23
West Palm Beach, FL | reply to hottboiinnc
said by hottboiinnc:Mostly it depends on who your rep is at the time and how many times they've been bitched at for keeping the customer on the phone to log and not making their quota time. Those are the ones that will tell you anything just to get you off the phone. All call centers have the time quotas. Usually maybe 5 to 10 minutes at the most and a certain amount of time for each hold. Depending on the company depends on if they're allowed to put the customer on hold. I used to work at a call center. It's true that you have to meet "average handle times" but it's exactly that, an average. Say, the average handle time is 10 minutes. If you spend 5 minutes on one call and 15 minutes on another, you have still met your goal.
I always felt like I was taking too long on the phone but my call times were spot on. This was probably because I knew what I was doing and didn't have to put people "on hold" to "research" things. I worked for a 3rd party and the account I was on was Compaq. I had people in my training class who didn't even know what an MP3 was!? I suspect these peoples average handle time for a call was much greater than the goal.
As long as these companies hire unqualified people to do tech support, billing, etc customer service ratings will never go up. To this day I am still bewildered as to how someone who didn't know what an MP3 was could have been hired to provide computer technical support over the telephone. |
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