July 28, 2010
Why is it that communications companies need separate departments for billing issues and technical issues?
It’s such a hassle having to be transferred between the two. You have to wait 20 minutes to talk to billing, then wait another 20 minutes when you’re transferred over to tech support.
I understand someone in billing may not have the technical expertise to handle a tech question, so why not just make the tech support staff handle the billing questions too? After all, billing isn’t THAT hard.
Suggested Reading:
Elektronische Rechnungslegung in Österreich im europäischen Vergleich: Studie über Rahmenbedingungen und Entwicklungsmöglichkeiten des E-Invoicing in Österreich ... mit europäischen Ländern (German Edition)Das E-Invoicing gewinnt sowohl für Rechnungssteller als auch für Rechnungsempfänger immer mehr an Bedeutung. Diese steigende Bedeutung basiert a... Read More >
Related Posts
Filed under Invoicing & Billing by 
Leave a Comment
Comments on Why is it that communications companies need separate departments for billing issues and technical issues?
because people are experts in those particular areas
billing = American Labor Workers TALKING ABOUT MONEY = FAST
Technical Issues = Indian Labor Workers (CHEAP LABOR) NEEDING HELP? = SLOW
I have found that Time-Warner Cable’s billing department is just as efficient as the tech people. So if they can be, others should.
Tech support cost much too much per hour. Some have proper degrees.
Billing employees need no education at all, and can be outsourced to farawayistan for cheap.
It’s not about having two departments, which incidentally they need. Let’s face it most corporation’s right hands don’t know what the left hands are doing. It’s about how their communications are set up. If they had humans to answer the phones you wouldn’t have to wait 20 minutes. Corporations are all about money, hence they choose machines instead of paying people to do a more professional, courteous job. If you don’t like how they work, write them a letter. People complain too much but take no action.
There is a short answer and a long answer.
The short answer is that most companies have systems for billing separate from technical help systems. This is in place for a number of reasons beyond the scope of this question.
The long answer is that your billing information may only extend as far as your account information which may have one or many different services. Your services requiring technical help may be considerably extensive and require expertise that the assistant is probably underpaid for. If you had to put those two disciplines together it would be considerably expensive. When you also consider that companies overcharge for most things, (even in Mumbai, India), you may end up having to pay for help which most companies are actually trying to avoid by keeping costs low.