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 Ebolla
join:2005-09-28
Dracut, MA | reply to Morac
Re: Don't talk about fixing problems.... said by Morac:This is because customer support is at a national level. For example if you call Comcast with a problem, you end up talking to someone in Texas, Florida, Louisiana or wherever else Comcast decides to put a call center. The person has very little information about your local Comcast system, which is run independently from Comcast corporate. Incorrect, MOST support is done at a regional level, in new england area its even more localized then it used to be. 2 years ago reps in the 5 call centers in MA/NH/CT took calls for NH/MA/ME/CT, Now CT takes CT calls, the call centers outside of boston take boston metro and the cape area's. The center in NH and northern MA take care of NH/ME and northeast MA. Some of the reps take phone/cable/internet so no need to have all calls for internet outsourced.
There are some calls directed to differant area's but it has to do with overflow of call volume, Internet calls still mostly outsourced but in NE region about 35% of those calls now inhouse. Some phone(CDV) needs to go to a national center that deals with switches. | | |
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 Morac
join:2001-08-30
Riverside, NJ
kudos:1
 ·Comcast
| said by Ebolla:Incorrect, MOST support is done at a regional level, in new england area its even more localized then it used to be. 2 years ago reps in the 5 call centers in MA/NH/CT took calls for NH/MA/ME/CT, Now CT takes CT calls, the call centers outside of boston take boston metro and the cape area's. The center in NH and northern MA take care of NH/ME and northeast MA. Some of the reps take phone/cable/internet so no need to have all calls for internet outsourced. I've found it to be the opposite of what you claim. There is a local call center in Voorhees, NJ which is less that 20 miles from where I live. A few years ago, any call I made into Comcast usually went to that call center, unless I called late at night, in which case the call would end up in Canada somewhere.
As of late, I've never had a call go to the Voorhees call center. This year alone, I've made over 10 calls (at different times of day) and every single one of them went to either Florida, Texas or Louisiana. I even asked to be specifically directed to Voorhees and ended up back in Texas. This wasn't during a "high volume" period since there were no outages in my area at the time.
Calling my local support number always redirects to the 800 number which then goes to some random call center in the country.
So while Comcast New England might be more regional, that doesn't spill over to other Comcast franchises.
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