Thread regarding Cisco Systems Inc. layoffs

"Why doesn't the ELT realise that they cannot just replace key technical people by offshoring whole teams of knowledgeable staff like this?"

Many of our larger customers have to purchase Cisco equipment. It's eerily similar to Boeing's relationship with the military. Quality issues and incompetence due to the lack of competition

Why doesn't the ELT realise that they cannot just replace key technical people by offshoring whole teams of knowledgeable staff like this? It leads customer satisfaction to tank completely. I have customers telling me they will not be buying Cisco next time round as a result of poor TAC experiences and systemic quality issues that are getting worse with each passing year.

Tac engineer speaking, could only agree with the tac manager who speaks out underneath. Strategy or what one would call out for the flavor of the month strategy seems to be build around cost cutting in TAC. And move margins to pro active services. So tac will always be under pressure and understaffed. The last couple of years (way pre COVID it started) have been going in this direction and it's unlikely to stop. But no worries a new Svp will surely come with new speeches on how expensive we are and need to save money....(read which center will be next to be axed)

I'm the original replier @tqk+1fgevKUz and I totally agree with what @caa+1fgevKUz said. I was part of TAC Sydney working as part of the DC Switching Team (Nexus BU) they wholesale outsourced us to Bangalore. Before that point, our team was constantly under pressure, we had a team or 30 (but really 20~ because we had to work weekends and had people missing during the weekdays) and everyday it was 6-8 hours of pure struggle keeping up with the case load while maintaining the quality we believed the customers deserved for the price they were paying.

TAC is more focused on selling blinky light websites like Success Tracks and adoption infinity racetracks. The block and tackle customer case handling is a low priority now. And customers are noticing things are worse than ever.

TAC manager here - All easy cases were offloaded to vendors. The vendors who take the cases are less experienced and care less about the cases. It's not their business so there is really no reason for them to care. But they are "less expensive" so Cisco doesn't care.

The internal TAC teams have been given all the hard cases, so now they are all overloaded and understaffed. And the BU's keep cutting TAC staff every time they want more budget for building useless features and initiatives. So they are also at all time low moral. They know the axe is coming for them at some point - why put in any serious effort?

The BU has to keep making useless features and programs so they can stay relevant and not get LR'ed themselves. So we have bloated junk software that has a ton of useless features that complicate TAC cases and do nothing for our customers.

You dodged a terrible working experience being LR'ed when you were.

How could they fix it? They could bring TAC back in-house. Stop the constant moral ki----g LR cycles, and let the TAC teams manage their own budgets rather than having to beg from the BU that doesn't give a rat's hind end about support and cuts support budget every chance they get.

They replaced the Bingo system /w randomized Surveys (I think the Random Email system was bu-----t because it only ever seemed to trigger Emails for easier tickets, tickets that they could predict would get a good NPS (Net Promoter)/Bingo score). Also because Engineers knew that every ticket resulted in an Survey people started to game the system (handing a bad case over for someone else to close it, or asking the customer to give them a good review).

If you feel strongly about the case quality, the Engineer should have their manager in their signature. Reach out directly with the case number. Cisco support has gone to sh-t during the pandemic because of mass outsourcing and layoffs.

Regards,
TAC Engineer 4 years.