🚗 🚙 Turn your trusty old car into trustworthy journalism Learn more

Has "unusually high call volume" become the norm for customer service?

Jul 27, 2023
Service lines were swamped early in the pandemic, and many overseas call centers shut down. Companies want you to go online instead.
“Please remember there’s another human being on the other end of that phone,” said one customer service representative.
Richard Pohle/WPA Pool via Getty Images

Comcast’s new call center is stuffed with Silicon Valley-style perks. Will that help its customer service problem?

Oct 28, 2019
The Delaware office is part of the cable company’s $1 billion push to improve its customer relations.
Call center employees can decompress around a turtle and fish-stocked pond.
Miles Bryan/Marketplace