In my opinion for what it's worth. MSO's have steadily went away from customer relations , and are geared more towards reports. This has taken the ability for not only in-house techs, but also contract partners to perform up to customers expectations. Because of point systems and quota we have lost sight of the big picture which is customer retention and customer satisfaction level. The improvement should start at the call center level, we all know that more times than not a customer is "sold" or promised unrealistic promotions or expectations. This places any future tech that has a call at this subs house in jeapordy of failing to meet their expectations. Now as a contract partner there are requirements from every MSO that each job be performed in a particular way, wheter QC related or procedural. We all know that NO two jobs are identical, some take longer than others, but contract partners are paid based on avg time alloted for that particular job type/ billing code. Hence the typical contracter does as little as possible, but tries to "get by" so that he/she can meet their other appointments. Now you add in uncotrolables such as contract partners not only are responsible for their quota, but also that of any in-house work that can't be completed by inhouse technicians either due to ineptness (such as wall fisches) or time restraints (not allowed overtime) so now you have created a division between what should be a team. Both in house as well as contract partners should be graded on an equal playing field to create that teamwork environment.In other words share the overload. A payscale must also be implemented (but not taken advantage of) to offset additional time on a job by contract partners to meet the customers expectations. I would even consider taking away most of the QC items, I remember in the late 90's there was hardly any quality control being performed by MSO's, however i would bet if you go back and research you would find that the customer satisfaction level was much higher. I understand that while more services are offered now and systems are more suseptable to signal degragation than in the 90's, but there has to be a happy medium. Also I have seen first hand line issues turned in by contract partners aren't a priority to system techs, however inhouse techs can have a system tech roll to a job in minutes.I would suggest a cure for this would to be to creat two teams of system techs, one for in house BBT's the other for contract BBT's, this should be on an alternating schedule (quaterly) so as to create that competition between teamates. I could ramble on forever and i appologize for any typos. This is or would be a good starting point .
FYI: I have heard that Charter is headed in the right direction. If what i have heard is truly happening, get on board now with them. It's a new Day.
Re: Managers/Supes
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