Ran across this video at EyelessWriter.com.
The individual doing the survey called Verizon 56 times with two
question regarding rates. 93% of the operators quoted an incorrect rate.

My
interpretation is that the issue is most likely due to ambiguous
documentation since most representatives did not seem to know whether
they were dealing with cents, dollars, wholes or fractions.

If
you are responsible for your company’s contact centre, for the sake of
your customers and your company, step away from your statistical
performance reports once in a while and call your own centre
anonymously. Call often, at different times of the day, during peak
hours, with unusual problems and inquiries. I am sure that many of you
will be shocked at what you discover!

Rick McCharles
Telecom Consultant, RIC Services, Toronto

CRTC’s
new chair, Konrad von Finckenstein stated today that the key questions
will not be whether deregulation will continue but rather how fast and
to what degree. Mr. von Finckenstein stated “make no mistake – less
regulation in telecom has been and will continue to be the commission’s
prime objective”.

There now seems to be alignment between the CRTC and
Industry Minister Maxime Bernier. I believe that the Canadian consumer
will ultimately benefit from a less regulated environment. Taking the
handcuffs off the Incumbents will result in more innovation,
competitiveness and more choices.

Five years ago, I would have
said that we needed to give VoIP competitor’s a chance to get
established, but today I believe that consumer based VoIP service is
priced artificially high and that competition is required to spark new
and innovative features. Let the competition begin!

Rick McCharles
www.ric.ca