Sunday, April 10, 2011
April 9 Update
Today was Saturday so the number of calls were down a little but we still kept pretty busy. While they've hired a bunch of new people (including us) as Customer Service Reps, they apparently haven't beefed up the supervisors or "escalation" folks. There was one "lead" covering two or three support groups today and only one "escalation" person -- which meant endless time on hold when we needed help. I lost at least one caller while waiting on hold for escalation and had another poor lady on the phone for nearly an hour, much of it on hold while I tried to get more information and help than is available on our standard customer service screens. Tomorrow is Sunday. Should be interesting to see how that goes.