How's the call center support now that TNCC was decimated ?
6 replies (most recent on top)
The transition to Avaya was a DISASTER. I can only imagine things will get worse without TNCC guidance or support going forward.
Well they let em all retire, quit or laid em off and then outsourced it all so all the expertise is gone. The Avaya move was a huge mistake because unqualified people made that choice. The Avaya roll out was a huge fiasco at the worst possible time to piss customers off, but hey they are getting what they deserve (Ichan and company that is). Xerox used to be gold but it has turned into fools gold and the fools at the top are realizing it. At least they have to fund my pension until I am dust :) thanks Carl
It’s awful
I have no idea what issues other people that responded are having but if you want changes in the queue setup, new skills created or revised call flows then good luck
That’s not a slight on the workers, it’s a declaration of so few knowing the system to execute the request
TNCC was a well oiled machine before this went to Avaya systems so for me it’s a lot of comparison
Not a good thing
Nothing at all against the teams that work in it as they always try.
The recent quick response time may be due to holidays and so many people being out of the office, so they may be getting a lot fewer requests to process which speeds up response time. Just a guess.
What happened to the TNCC? I put a ticket in last week and they responded same day. Used to take them 1-2 weeks to process tickets so service seems pretty good now.
How bad was the TNCC impacted?