Hey guys, Liz Donehue here. Some of you may have seen the newest video of a Comcast customer using YouTube to try and take down the communications conglomerate. In the video, a young man tries to contact the retention department to disconnect his services, and then is put on hold for more than three hours. He then calls from a different phone, where he receives an automated message telling him to call back during business hours. As a former retention specialist, I can speak to the fact that this video is misleading in a number of ways (dont get me wrong, I quit on my 90th day with the monster fun sponge, but it is misleading and I want to clear up a few...facts) 1. The customer is calling in at 7:17pm, which he states in the description of the video. When he was in the queue, its possible there were no representatives to physically take his call. Thus, when he called in the second time, he received the automated message, since the phone lines to retention were offline. Comcast has three divisions to where their calls are routed to - West Division (Seattle, Portland, San Francisco/Bay Area, Denver, SLC, ABQ, Tucson, Minneapolis, and Houston), Northeast Division (Chicago, NYC, Boston, Philadelphia, etc) and Southeast Division (Atlanta, Miami, Orlando, Raleigh). There are TWO retention centers for each division, making wait times sometimes longer than two hours during peak times. In short, its possible the customer was based in California (7:17pm), and was routed to a call center in the Midwest (9:19pm), its possible he could have called in only 11 minutes before the retention department was offline. 2. Each call handled by retention averages roughly 17 minutes. During these calls, Comcast Account Executives confirm information, try to retain the customer, summarize the change of services, and notify the customer of new services, previously unavailable. During my time at Comcast, I was closely monitored in that I couldnt have a customer on hold for no more than two minutes. If a hold time was longer than two minutes, a supervisor would approach me to alert me and help speed up the process. The more than three hours insinuates the customer never actually spoke to a representative, and was simply placed in the bottom of the queue, where he remained until business hours werent in operation. From what Ive heard, trainees are now going through extra procedures to handle customers who are vocal about the difficulties experienced by the public, something I was never trained to do. What I was trained to do was slam other companies such as DirecTV and Dish so that I could retain business for Comcast. With the statements above, Im not trying to defend the company. What I am trying to do is to provide an inside look at the company and the lengths customers are taking to dismantle their creed of the future of awesome. Clearly, the public is unhappy, whether their services are subpar and/or because Comcast is the only cable/internet/tv service available in their area. The video itself is at the link below. -Liz https://youtube/watch?v=9uoWzMOp8fQ
Posted on: Sat, 16 Aug 2014 03:33:22 +0000
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