In field developmental training is ad hoc Technician compensation has a built in 'wage supressor' meaning cancels due to customer moving, dying, complaints about call center ops all contribute to reducing commission and no way for a tech to neutralize those cancels thru pro active, controllable measures on their own part.
The day to day operations, reporting, etc, uses a DOS based computer system (that's right, no typo, DOS) Routing of over 8,000 service vehicles is grossly inefficient and wastes technicians time and opportunity to earn (ever heard of Microsoft Streets and Trips?) Initial classroom and online training is adequate and meets state requirements. Call center attrition rate as of March '15 is 30% and a regular source of customer complaints.
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