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Started by Jack 1000, Tuesday Feb 28, 2012, 05:17:29 pm
Quote from: ArgMeMatey;58335There is always one answer to questions like this: It costs too much. If they have local offices answering calls, there are many people who will call that local office for everything. So the local office will be doing triage for billing, repairs, sales, and installation. They would need queueing and auto-attendant for each local office. Eventually to manage things, the local office manager would have to say, "OK, one person is primarily handling the phones" at peak times, and sometimes there would have to be two people handling phones. During outages they would have to route calls to a call center due to volume. Bottom line, if there weren't an economy of scale in call centers, no one would be doing it. If they charged for each call, that would be another matter. But these calls are a revenue drain. Until a competitor offers lower prices and better service, they will do whatever costs them less money.
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