8 years ago
1
Google Fiber Installers On Time For 96% Of Appointments, Call Center Hold Times Under A Minute
As Google Fiber grows out its operations into other cities, things will get more difficult as far as keeping up with demand. Until then, Google would like you to know that its installers are on time 96% of the time and the average hold time on the phone is just a shade above 30 seconds. If that’s not a shot at Comcast, I don’t know what is. Now please come to the rest of us.
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Some anecdotal bits.
Whenever Google Fiber came to install fiber at my house I had a chance to talk to the guy. He was a contractor for Google (not an employee). He used to work for TW.
Where TW had contractors pay for their own equipment, use their personal vehicles, buy their uniforms, etc. Google provided everything. Blue and white trucks, hats, coats (it was February), all the tools, cabling (fiber is expensive), everything to the contractors. He gushed on and on about how awesome of a place it was to work, too.
Whenever he came up for the install, there were 4 other Google vans on my street. Looked like they were invading the immediate area. I'm guessing they divided up areas into 'fiberhoods" so they could batch out the installs to occur in parallel. It was beneficial in my case since I wanted the fiber drop in the office on the second story. Installer didn't have a long enough fiber run to handle it, so he run two doors down to another installer who did. They both worked together and had it done in no time.
So, happy employees makes for better service. Even if they're contractors.