I work for a company that provides cable, Internet, and phone. I've worked for other companies before, and most of them understand that most people work during the day and therefore have the most help to answer calls at night.
Well, not this company. We'll go from having over 100 agents on in the middle of the day when most people are working, down to maybe twenty and sometimes, five.
This of COURSE pushed hold times to well past 30 min, in some cases, over an hour because they have five people answering calls for this company from several different states. That's going from sitting and waiting for 20 minutes between calls in the middle of the day.
My question is, who would, if anyone, be able to hold this company accountable?
Do I contact FTC? FCC? Should I even bother? Is there anything that can be done? I feel like there's some regulation about this because they are a company that provides ways to communicate and there are regulations about being able to get help needed.
(Btw this company doesn't even have a million customers. There is absolutely no reason a company with so few customers should have such a hard time staffing their phones properly).