Altice Acknowledges W.Va. Customer Care Woes
“Altice recognizes that it has faced performance challenges in West Virginia, particularly with respect to its delivery of field services and customer care,” the cable operator responded Tuesday to a Public Service Commission probe into subsidiary Suddenlink (see 2108240030). Altice…
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“has taken tangible steps to improve its operating model, investing millions of dollars” in the state, it said. A 2018 change separating field service operations from the larger organization “introduced certain service gaps and frailties,” leading to higher call volumes in 2019, Altice said. Problems were exacerbated by a new billing and operational support system in September 2019 and severe weather and the COVID-19 pandemic in 2020, it said. “Altice took these issues seriously and substantially reorganized its field operations organization in November 2020.” Altice tried to improve technician timelines and increased “service time allowances so that technicians spend enough time in the customer’s home to ensure that services are installed and inquiries are resolved.”