I'm sure Verizon Wireless leadership looks at this page, so hopefully my rant gets their attention. In the Messaging Customer Service/Tier 2 Tech department, we were told the new messaging platform would help us be more productive and efficient in helping customers. This has been a complete lie, and a huge failure. We were told we would never help more than 3 customers simultaneously, but that was a lie. It is normal for us to help up to 6 or 7 demanding customers at once. This is overwhelming for even the best employee. The expectation is that we must provide a personalized experience, first-contact resolution, and up-sell on plans and features, for each customer, but that is impossible. Not to mention our messaging system constantly crashes and we are forced to clear cookies and reboot our computers multiple times a day. These issues combined, make it virtually impossible to reach the metric expectations that leadership demands. If you truly cared about the employee, and the customer, you would replace this ineffective and counterproductive system.
9 replies (most recent on top)
Welcome to Big Red obviously you must not have much tenure or you would realize this is how they operate.
Its disappointing.
Yeah transparency is a must in 2.0
@2uvi+18nBTD7g this is what is told to people when they go through the interview process for the position. I applied, had an interview and that is exactly what I was told when I asked how many chats would be handling at a time and the interviewer, who is a sup in chat said no more than 3 at a time..
Sounds just like very department that helps customers
You were certainly never told you’d help 3 customer simultaneously max. Never.
Good luck with the weak directors in charge getting any of it addressed (S.G.)
You should work in retail...lol our pos systems and this new business 360 is a cluster. iPads die halfway into the day, no one knows how to fluently process an order in biz360 so we always revert to legacy, and Omni has a mind of its own. It’s not just you, it’s the entire company.
They don’t care. Unfortunately.
If they've invested money they'll see it crash and burn before they admit fault or cut their losses.
- Business 360