Regarding the Sunday letter, “Workers at home raises security risk”:
The criticism of our program allowing customer service representatives to work from home is misguided. Comcast is subject to local and federal customer privacy laws that are among the most stringent in the nation.
Our employees who work from home adhere to the same security requirements and customer privacy standards as all Comcast employees. They use password-protected, company-owned computers connected to our network through a secure gateway. They are unable to add a printer or any USB device to the computer. They are unable to use a floppy or CD drive or even change any network settings. They can only log onto the computer when it is attached to the company network.
All customer calls handled by our representatives, whether they are at home or in an office, are monitored for service quality. Similar to all but a handful of our call center representatives who deal with complicated billing issues, our stay-at-home representatives do not have access to customer credit card numbers, computer passwords or even complete Social Security numbers. If the representative takes a credit card payment from a customer over the phone, the number is automatically removed and no longer available once the transaction has been completed. The only customer information representatives can access are phone numbers and billing addresses.
Finally, our employees know that working from home is a privilege they earn through the quality of their work. We believe the program has been a great success and are proud to offer our customer service representatives the option of working from home.
Cindy Gallanger
VP Customer Care
Steve Kipp
VP of Communications Comcast
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