CWA Local 7270 President Mark Doffing spoke at a Minnesota Public Utilities Commission hearing on service concerns at Frontier Communications, highlighting how Frontier has left the community behind through a lack of investment in their local workforce.
CWA Local 7270 President Mark Doffing spoke at a Minnesota Public Utilities Commission hearing on service concerns at Frontier Communications. More than 100 CWA members work at Frontier as technicians and in call centers in the southern Minnesota area. During his testimony, Doffing highlighted how Frontier has left the community behind through a lack of investment in their local workforce.
"Our members are on the frontline working with customers every day," said Doffing. "They see the problems that customers experience first-hand. They have witnessed the changes in business practices and understaffing that are the underlying cause of these problems. Simply put, Frontier has not invested sufficiently in the network in Minnesota and in the level of workforce necessary to provide quality service to Minnesota customers."
Doffing also spoke about how customers are experiencing service problems as the result of Frontier eliminating local customer service jobs. "Minnesota residential customers used to be put in contact with a call center here in Minnesota, staffed with CWA-members, who were familiar with the area and the customers. Now calls go into a single, nationwide customer line. Customers are frustrated that they must call repeatedly to get their service or billing issues resolved."
Doffing urged the Commission and the Department of Commerce to ensure that Frontier does what is right for customers and Minnesota communities.