| reply to jmn1207
Re: Damage Control said by jmn1207:It seems that many of these conglomerates would rather spend money on propaganda and advertising to increase their image, rather than spend money to improve their products and services. Comcast hired 15,000 customer service reps. They spent some REAL money there.
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 hopeflickerCapitalism breeds greedPremium
join:2003-04-03
Long Beach, CA
kudos:1 | said by fAcEtIOUs:said by jmn1207:It seems that many of these conglomerates would rather spend money on propaganda and advertising to increase their image, rather than spend money to improve their products and services. Comcast hired 15,000 customer service reps. They spent some REAL money there. You can hire 15 billion CS reps but it still doesn't change the fact, nor will it fix the huge internal communications breakdown within these companies.
This, IMO is where a good majority of CS complaints stem from.
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Religion does three things quite effectively: Divides people, Controls people, Deludes people. |
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| reply to fAcEtIOUs
Read: Comcast signed a contract with call center operator and the call center operator in turn providing 15000 drones to answer calls on Comcast's behalf.
I highly doubt Comcast added 15000 employees to their payroll.
Impressive improvement, really...  |
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CorydonCultivant son jardinPremium
join:2008-02-18
Denver, CO
1 edit | reply to fAcEtIOUs
said by fAcEtIOUs:said by jmn1207:It seems that many of these conglomerates would rather spend money on propaganda and advertising to increase their image, rather than spend money to improve their products and services. Comcast hired 15,000 customer service reps. They spent some REAL money there. If they really hired 15,000 reps that they have direct control over (i.e. not outsourced) then there will be a payoff in customer service. It won't be immediate (unless you count time spent waiting on hold for someone to talk to) because those new folks need time to get up to speed. Maybe next year's results will be a bit better.
Now for the other stuff they can do to fix things:
1) Give all those new reps a means of directly contacting the guys in the trucks to get real ETAs and find out what's going on on the ground.
2) Give customers an easy way of escaping the automated voice response systems. I don't know of anyone who actually likes these things.
3) Give their reps some ability to handle problems from beginning to end. I think Verizon may be on the right track with assigning one rep to a customer. Yeah, that rep still has the same crappy billing system and escalation paths, but at least you get someone who knows the history on the account and can do follow up when it's warranted.
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| reply to walliser
said by walliser:Read: Comcast signed a contract with call center operator and the call center operator in turn providing 15000 drones to answer calls on Comcast's behalf. I highly doubt Comcast added 15000 employees to their payroll. Impressive improvement, really... No they really hired 15,000 reps in last 18 months and it is not some outsourced call center:
»Comcast Ramping Up Customer Retention Offers
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hopeflickerCapitalism breeds greedPremium
join:2003-04-03
Long Beach, CA
kudos:1 | said by fAcEtIOUs:said by walliser:Read: Comcast signed a contract with call center operator and the call center operator in turn providing 15000 drones to answer calls on Comcast's behalf. I highly doubt Comcast added 15000 employees to their payroll. Impressive improvement, really... No they really hired 15,000 reps in last 18 months and it is not some outsourced call center YET fixed!
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Religion does three things quite effectively: Divides people, Controls people, Deludes people. |
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 Morac
join:2001-08-30
Riverside, NJ
kudos:1
 ·Comcast
| reply to fAcEtIOUs
said by fAcEtIOUs:Comcast hired 15,000 customer service reps. They spent some REAL money there. All this does is allow me to reach someone who can't help me, faster. It doesn't actually solve any problems with support. |
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 funchordsHelloPremium,MVM
join:2001-03-11
Yarmouth Port, MA
kudos:5
1 edit | reply to fAcEtIOUs
Upon reflection, I do not wish to post. Take me back! |
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