As of Monday, they will offer a representative with age plus time in the company [65 years] 3 weeks pay per year in the company. If you are a customer and has 3 services and all 3 services are out (no outage) a technician will be in your house 4 days later. Today Sunday, RCC is closing tomorrow pool so no one can keep overbooking appointments. Altice reduce the points in all installations to 11 points, to over book the techs, if a customer has an 8-11 60% of the time, tech will not be there on time. If tech will do an installation that will take them more than 1 hour, via iPad they are "claiming" customer is not home. Tech are not calling customer, RCC is no longer calling customer to inform tech will be running late. If a customer has a 2-5 pm, RCC is calling customer at 4:50 pm to inform them that tech will not show up and they need to call customer service to reschedule appt. Call center in the Dominican Republic has hired 400 representative since January 2016 and paying them US $3.15 per hour (RD $150 Dominican Pesos) per hour. Representative from the Dominican Republic are only trained for 3 weeks, instead of 6-8 weeks representative that started in Cablevision 5-8years ago. Starting September 10, Bronx Call center will start a new shift with 62 options for 225 representatives and 35 of those options are 4x10 (4 days, 10 hours shift) without consecutive days off.
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None of this matters if it stays on this site!
All big news networks want a story
What good does it do (now) to co tinue posting on this site and not bring it to the attention of the media?
There are enough posting on here.
Find media that is willing to take a look at this site, do the work, make the story.
If all we do is chatter amongst ourselves about "what has happened or what is coming" then we have done nothing.
Its like being in a boat and rowing toward the waterfall that everyone talks about.
Call the media conglomerates and aak to be anonymous at first because of fear of backlash.
If you started with Altice your trainning is 3 weeks to if you work in the USA Call Centers.
ALTICE SERVICE QUALITY METRICS
Under the Merger Order, the Company is required to meet the following Service Quality Metrics:
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maintain a rate of service and repair calls per customer that is within ten percent (10%) of the average rate Cablevision met in 2015
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resolve ninety percent (90%) of trouble calls within two days
As presented below, Altice has performed better
than the metrics required by the Order for the report period ending 2Q17.
In 2015, Cablevision’s average rate of repair and service calls (“R&S Calls”) per customer was (REDACTED) which is the benchmark rate against which the Company’s performance is measured to show compliance with the Conditions in the Merger Order. For the period ending 2Q17, based on a 12-month rolling average, the Company’s R&S Call rate per customer was (REDACTED), with (REDACTED) of trouble calls resolved within two (2) days. Both these rates are well within the service quality metrics specified in the Merger Order.
official link here
http://documents.dps.ny.gov/public/Common/ViewDoc.aspx?DocRefId={A2E79DFC-7699-4773-8903-C3A2D0823B2A}
Altice filed this document with the New York State Public Service Commission last week. It seems as though you may have evidence that contradicts this report. If so, I suggest that you immediately take action and contact the Commission's office and provide them your proof. See below for info.
James Denn
Public Information Officer
New York State Public Service Commission
Empire State Plaza Agency Building 3
Albany, NY 12223-1350
Phone: (518) 474-7080
Fax: (518) 474-0421
Email: james.denn@dps.ny.gov
Should of went union no voice no choice, all this was done in 1 years time
$3.15 an hour? Wow! Proof that altice cares nothing about poor people or Hispanics. Meanwhile the big wigs are raking in millions a year
Its only the beginning. So much for superior customer service. Sounds like hell is about to freeze over. And its our customers who pay.