I sure as hell am not making enough to deal with these headaches in CSR. Formally retail, then Care, and now on a new Care “team,” that really just feels like a way for Verizon to add more to our plate with no added compensation.
This is such a morally bankrupt company, I can’t believe some of y’all are so blind.
You are taking those calls because there is no “system” in place to outsource this type of call. That’s all.
Same thing with the winback department. It has been removed and now csr process these. So many issues that can’t be resolved though, they rarely work and none knows what to do when it doesn’t work
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There used to be a TYS department until relatively recently which I'm guessing is why OP posted this. Yes, they trained some of us with an inadequate 2 hour training but there are a lot of errors and complications with TYS. I'm guessing you just haven't had to do many yet. There is a reason there was a TYS department.
TYS is just Customer Care Representatives. There is no specialized department. When you transfer to TYS in CTI that's just a normal Customer Care person who knows how to do TYS and is gated to take your calls. TYS can be learned in a few hours and not difficult at all. No difference in pay that Customer Service since they are a CSR.
Hans Inc believes increasing duties without increasing pay is the way to increase shareholder value.
If you are given more work without a pay increase, you have been demoted.
That "opportunity" to show your leadership skills for free is only an opportunity for Verizon to get cheaper labor. They dangle the carrot but the chance of winning an actual promotion is extremely low. It is all about getting more from you for free.
It is time to find a company that treats its employees right and rewards increased duties with increased pay.
@2bcv+19XP6SPb: Couldn’t of said it better myself. We’re so hopelessly f—ed.
This company is so far off the rails with decisions like these. Why take competent, well-trained professionals off of a complicated task and replace them with people you've barely trained and given zero resources to? Are you firing the former TYS department in April because they made too much?
Whoever thinks that you can keep hiring vendors for cheap because CS is an easy job anyone can do is out of their f-ing mind. This TYS snafu is all the proof you need. Spend some time on the frontline before you screw this company over even more.
Serious question though, what was the range for TYS department salary? I’m genuinely curious.