Chris Gates, a former call center representative for Charter Communications, told the St. Louis Post-Dispatch that Charter abuses their employees and lies to their customers. According to her, the number one question asked of CSRs is: ‘Where the !@#% is the tech?!’
So what do call center reps tell callers?
“We lie to them,” Gates says. “We tell them, ‘Absolutely, the technician will be there.’
Charter gives CSRs few options. Though they are not trained to answer technical questions, CSRs may transfer only 7% of all calls. If, for some reason, customers find this unacceptable, they are told to call a number that does not work. Adherence to the rules is strictly enforced; if a CSR shows up 30 seconds late for work, or returns 30 seconds late from lunch, it counts as a full absence. After 12 absences, the CSR is automatically fired. Classy, Charter. — CAREY GREENBERG-BERGER
A former cable company call center rep says: “We lie” to customers who ask when installer will arrive [St. Louis Post-Dispatch]