The third party vendors are cheaper labor of course, but at what cost? The care agents transfer to ‘real care’ aka American reps, as soon as they answer the call anyway, or just hangs up the call or gives the wrong info leaving store reps with a mess to clean up. When reps call care they get an even worse third party…..people leave due to bad service, so is it even worth it?
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Vendor reps may not do better, but they are certainly cheaper. IT managed services has been a disaster but the message never gets high enough because people are afraid to speak up. And so the remaining IT people just shrug their shoulders and tell their clients to escalate their issues up the chain on their side. Bottom line, the c suite is saving money and that's really all they care about. Quality is no longer a concern. You all can bi--h and moan all you want, but it won't change a thing. The writing is on the wall and you can read it or not.
Just...no.
I see the data and have heard the calls. The data is manipulated both by vendors and corporate to provide the customer facing reps with the misleading "vendor reps do better than direct" line. It simply is not accurate.
Han was known to move his company to outsourcing from direct hire. We will be outsourcing our stores to indirect locations as well and getting out of brick and.l mortor as well.
And if one wishes to argue for outsourcing labor, I will point to what has happened to our back end systems since we fired over 3000 IT folks and outsourced them to India. Our back end systems are falling apart.
Simple, it's about cost. If my overhead goes down x% for a y% loss in quality or productivity...do the math.
Tell that to all the store reps and customers that tell me all day that I was the first rep that was able to help them and the rest were just apologizing and not doing anything to fix the issue. You operations analysts are so out of touch that its hilarious. I would rather offshore an analyst. Pay someone in rupees to sit at home and pretend to work instead of dollars.
Store reps are the worst. Rip people off, then when confronted by the people you ripped off, play d-mb and tell them to call care! Lots of calls from the worthless store reps get sent for things they can and should be doing.
Whether it's internal care or outsourced care, both groups send people to the store for stuff we don't do or haven't done for years. Omni 2.0 does not have the ability to direct perform transfer your service. Yet, care agents send people to the store everyday for us to do it. I know there is a smart link you can use but it rarely works. Just the other day a care rep told someone the store can refresh the cpu on his phone. I mean I don't think either version of care is that helpful
@2xud+1l4ksSaK You obviously don't work for the company or you don't work in a role that actually has to deal with outsourced care or often. It's almost an every day occurrence. I have a hard time to believe you because if you've worked here for more then a week you would know outsource care is terrible for everyone involved and does more harm than good.
Honestly, vendor agents perform better on calls. Sure they don’t really hit the empathy notes, but they never skip providing disclosures or setting billing expectations. They use ALL their tools. If you monitor internal calls, the corners that are cut compared to vendor calls is insane. I’m shocked we haven’t sent all calls to the vendors.
I wish they would get rid of care all together. All they do is send customers into the stores anyways. what's the point to call just to have one say, "oh you have to go to the store"
@1xwo+1l4ksSaK that's the biggest BS lie ever. Stop bullsh-ttong people Corp shill. We deal with it, see it and hear about it all day long. "Customer service said you can 3D print me a new battery and then install it for free" stop lying
As someone who sees reporting daily comparing internal to vendor managed… no one in internal care has any cause to think or speak that 3rd parties are transferring out or causing issues. The transfer rate from internal is almost double … DOUBLE that from our vendors. The the performance is at par or better in most metrics. Look, I’m no fan of this company and it’s practices on a lot of things. But let’s not make up cr-p to make you feel significant.
Lmao. The 3rd party reps sound like they follow a script. Especially the BGCO. If you have to go third party at least go to Mexico.
I am just going by the (Op btw) I’ve collected from members of my team as well as others. The calls coming in are a mess……and they’re predominantly transferred from 3rd party.
I guess the real question is, do we have real data which shows the impact? Or is leadership only looking at part of the data that shows the complete picture. I'm sure there is analysis around one call resolution, repeat callers, and churn. What does that actually show? And...what other areas are not seen by this view that need to be considered? (ex. Customer coming in to the store; store has to clean up the mess).