Greetings,
I can say that as a legacy TWC subscriber in Wisconsin that the CSR's have been good for the past several years. I think globally though the reps experience could be better. A big problem seems to be that many of the reps are giving out conflicting information, especially the level 1 CSR's in most cases who are taking the calls. Even when the call is supposedly transferred to a higher department, often times even within the higher up levels of communication, the reps do not have the correct answers for services, packages, and pricing. This has certainly gotten worse for so many customers since the change from TWC to Spectrum.
What are the causes of this? Why would one rep say one thing and another rep say something completely different with regards to the same question? They are obviously looking at accounts and computer screens in conveying this information. Therefore you would anticipate that their answers would be as uniform as possible. Are they making things up if they don't know the answer?
What kind of training is required to be a Spectrum rep and how does one advance from say a level 1 to level 2 tier of support? It would seem that accuracy of information is not happening at the global level and that communication breakdown is also happening. I can say from my experience that the reps have been pleasant, but they are not being given the correct communication in the processing of customers' requests a lot of times. What can Spectrum do to improve on this issue?
Satch