First it was Sprint's customer care policies.... Now, we have a great example of Verizon's. Richard Mullins documents some of the issues associated with Verizon's Tampa Call Center.
I believe that all of these issues exist at some call centers. None of this information is new. However, the interesting part, to me, is the aspects associated with the FiOS up-selling and the customer care issues associated with the new technology. It appears that US providers of IPTV are not just having issues with truck-rolls and connecting users to the service. It also appears that billing those services properly is also having issues.
Again, I believe that these are areas where US-based IPTV vendors need to standardize their policies and procedures as well as their technology to properly serve these new markets.
Posted April 14, 2008 8:00 AM
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