jim bob jr
@sbcglobal.net
| reply to Jim Bob Jr
Re: Earthlink is outsourcing the last of it's US techs
Unfortunately I think the new ceo is part of the problem, I'm pretty sure that michael lundsford only has one thing on his mind and that's the bottom line. If earthlink is willing to outsource their business customer's tech support (these guys pay substantially more in some cases for their service than consumers do) then why would they care about outsourcing residential tech support.
The only saving bit of information that I've heard (but this is rumor I have no proof) is that west's contract with Earthlink is fixing to be up and Earthlink has decided not to renew it. I'm hoping this is true, I know that earthlink had begun to listen in to certain calls (you know how it says this call may be monitored or recorded for quality purposes) and was not happy with what was happening, the constant transfers the lying (I know for a fact that tier 1 techs will cry outage when there is not one) among other things.
These are things that I know Earthlink is not happy about and wants to change, what they are going to do to make those changes is the important thing. One thing you have to keep in mind when dealing with their tech support is they have certain stats they have to keep up with one of them (the most important one to west) is their call time, I know for a fact that the tier 2 call time was supposed to be kept to an average of 16 minutes, now this is generally enough time to fix basic issues but not near enough time to tech more complicated software issues. That's why it seems like the techs are desperate to get you off the phone, that's also why some of you get transferred needlessly ( to lower the average call time).
Hopefully what I heard is right, I know it is in every body's best interest because west does not care about the customers they care about making money and in most cases west makes money off of each call their agent takes, that's why they make the average call time such a high priority there. As long as they can get you off the phone and the next customer on it they don't care. Just thought you guys should know these things.
I'll post more if I can think of anything.
If any of you have any questions please feel free to ask I'm gonna check in on this thread later on in the evening. |
