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Rogers upgrades network to boost reliability.(Rogers Cable TV Ltd.)(Brief Article)

By Careless, James
Publication: CED
Date: Sunday, July 1 2001

MSO invests millions in forceful response to bad PR

Rogers Cable is as mad as hell, and is not going to take it anymore: at least, when it comes to public bashing of the Rogers@Home high-speed Internet service. 

Figure 1: Rogers@Home Call Center statistics. 
 
    2001   Incoming    Number         Average          Average speed 
            calls     of calls      handle time          to answer 
                      handled 
 
January     264,890    159,780   13 min. & 43 sec.   12 min. & 28 sec. 
February    220,490    168,903   12 min. & 58 sec.    4 min. & 21

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