I notice that CSR now give their employee id number as part of their introduction, but other than that I haven't seen a change in the "intelligence" of the representatives themselves.
I will give them a plus that they now appear to have a CSR chat room, where CSR's can ask each other questions in case one CSR knows something that another does not. I actually got some semi-useful information from that when I asked a question that the CSR had no clue about, but got the answer from the chat room.
None of this helps though when the CSRs still can't tell you why there is an outage in your area or the estimated ETA on having it fixed. My area has had a few prime time outages lasting over 4 hours the past few weeks and no one seems to know why. --
Unfortunately that is probably because the call center is not local and they don't have any true link to what is going on locally in the various different markets. They along with most other cable companies need to implement something where they let the call center know what's going on at a local level especially if it's something like an outage. I'm a tech for a company and I can't tell you how many times we've had work orders generated for outages when they shouldn't have been i feel your pain
reply to anon222 During day time hours most of your phones calls will go to a local call center unless they are overloaded. My calls go to either Union or Voorhees during office hours, and then to Virginia or Louisiana or elsewhere during later hours or overloaded times. -- Sriram Satish Comcast of NJ II: 39 HD channels.
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