5+ years and I have never seen something change so drastically. Just from the representive side there is no care for the employee. The care is for the bottom line. The position use to start at $21 an hour. Now it starts at $18. The training is an embarrassment. In the Dolan days training was a few weeks one product and skill at a time. More knowledge based and created to assist the customer. The training now is done in the matter of 3 weeks where you need to learn, billing, internet, tv, phone, internet, business class, altice one equipment, legacy cable boxes, modems, and routers. It relies heavily on automated "tools" rather than supplying the rep with the proper knowledge regarding the product so they can develop customer support that says "we care about our customers". Extremely numbers driven. They have unrealistic goals for reps to handle each call and still attempt to provide some sort of reliable support. One fun KPI that was add for tech support is "sales". You now are required to sell as well or it can negatively affect your review. The scheduling is awful. It changes every 6 to 8 months, with no regards to the employees and the outside of work lives they have, like having children, college, or anything else. It's not fair to us. Altice isn't our life. There is no support for us on the floor. The lead line is always closed, and that's our next level of technical support for us! The supervisors are either hired out of the company, or are customer service sups moved to tech support. They dont have the technical knowledge needed to support reps when a higher level of technical support is needed. They broke down the optimum billing and tv department and merged tech support and them together, so now everyone has to learn skills quickly they weren't trained for. This way they save money on having multiple departments with more reps specificly trained in the skill for that department, but instead they can cut out reps by multi skill "training" less reps for the same amount of calls, and use call centers in George, Florida, and South Africa to do strictly billing and tv, because it's cheaper to do these jobs there. Health insurance out of pay check cost has increased a total of 300% from the previous year. When it was Cablevision, under 50k a year before overtime health insurance was free. Once over 50k the price goes to a small amount. $23 a month. Under Altice a single person policy for a new employee making under 50k a year for the $900 deductible United Healthcare plan is roughly $120 - $130 a month with $40 copay drs/$80 specialist, when the previous $900 deductible plan through United Healthcare, with the exact same coverages, cost the employee around $43 a month with $25 copay drs/ $40 specialist. This is how cheap the company is. There was a 6 month period where they stopped supply the cafeterias with plastic ware. There is no employee relations with human resources anymore. Trying to get an answer from them, gets you sent to the hr support desk instead. If you need a job, work here. Regarding customers, the premature lunch of faulty equipment even after beta tested has left our customers with a bad taste in their mouths, and it's called altice one. The fees and pricing of services continue to increase. Sports tv and broad cast TV surcharges in 2016 were combined and equaled $5.96. Modems (Arris 1602, 822/802, 804, Cisco dpq3925, Motorola sbv6220, plus unmentioned ones)were free or 4.95 rental fee, and cable boxes(Scientific Atlanta 4200, 4200hd, 4250hd, 8300, 8300hd and Samsung 5320) were $8 rental fee. Now the broadcast tv and sports tv surcharges will be $8.97 and $5.99 respectively. That's $9 in surcharge increases, 2nd of 2018 alone where it rose from a total of $5 this year. Equipment rental fees are at $10 for modems and $11 for cableboxes, all of which is old equipment that has not had any investment into it. Raising rental fees on old equipment to get whatever you can from the customer. Broadcast basic sent up from $17.99 to $19.99 at end of 2017 and is now going up to $24.99 with new increase in availability of channels for the package. If you have a chance to look, look elsewhere. The churn period of my position is like 8 months to a year.
