| Capacity.... Spoke with a co-worker who shares the same commute as I do, turns out Wave has doubled in subscribers since I last worked there (14 months ago), yet the call center hasn't. They still have the same amount of CSR/TSR's working for them & almost none of them are people I know. High turnover rate, which I guess is odd given that none of them are temp workers (yet).
They took over many new areas, yet didn't anything to compensate. So having to implement daily caps doesn't surprise me. They say its temporary, but given the past screw ups I've experienced while working for them, this could go on for 6-8 months.
Both the Starstream & RCN takeovers were handled so poorly. Even though many of the WaveBB Suits came from Comcast, they clearly need a bit more experience. At the time I left the company, I felt they were struggling. Kirkland missed all goals for profit sharing and they don't even audit their orders (in case CSRs screw up). Looks like the best way to catch up, now that the economy is having problems, is to milk its data customers. |
