 uther
join:2001-12-04
Saint Louis, MO | Why Charter has Failed: 1) Outsourced installer/on-site tech money-sinks
Charter outsources most of their installs/tech calls to contractor companies. The contractor gets paid by Charter $75 to show up. Period. Doesn't matter if they roll by, do the job, or screw it up and not get it done.
Many a time when I worked at Charter I get calls of the installers driving up to the driveway, writing description of house, (Not even getting out of the vehicle!) and then driving off. They report that the customer wasn't home and get paid. Lather rinse repeat with service calls.
Charter's policy is that they take the word of the tech/contractor over the word of the customer 100% of the time. So the customer has no power or say in the matter.
Charter needs to eliminate all the contractor companies and bring them all in-house so they become responsible for the work they do and properly manage it. This is why they're hemmoraging customers and lose a lot of business.
2) Turning tech support into sales drones with a useless script.
Yes, the people that you call for tech support are expected to sell at least 3 things a day otherwise they will be fired. They use a stupid script called "S2S" or Service to Sales. If they actually fixed things instead of trying to sell without fixing the problem, perhaps they'd retain customer loyalty. Of course, Charter considers this "normal customer churn."
Charter doesn't value their techs on how much they fix or how well they fix things. They value them based on how much they sell. Oh, forgot, call times are supposed to be maximum 8 minutes. Good luck!
3) Outsourcing customer service/billing to India/Mexico City/Phillipines.
Charter tries to save money, but causes further frustration to it's customers with the outsourcing to foreign companies where the people who answer the phones speak with such thick accents that it's completely difficult to understand. Again, "normal customer churn" when the customer cancels service according to Charter.
4) FCC Violations - No Dial Tone for longer than 24 hours.
Don't believe me? I worked there. I received countless calls of customers who get no response from a truck-roll when they have no dialtone for as much as 2 weeks straight. What if these customers get burglarized or they have a medical emergency and because Charter's phone service has NDT and they refuse to fix it they become liable to a lawsuit for damages?
There ya go.
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Someone set up us the bomb! |
