I work at WFA and frequently have to call Operations with an IRA, New Account , account transfer question, etc. Many of these people are in St.Louis, but more often are being answered by people "overseas". They cannot answer the simplest of questions. They continually just repeat the question back to me over and over as they check their "script". It's maddening.
Not too long ago it would be a 2 minute call, get your answer and that was it. Today that same question needs to be "escalated" to someone in the US where it's answered immediately. How does someone in India even know what an IRA is? These people are useless. Harsh but true. This company is constantly preaching about diversity, yet many of these St.Louis employees are Black that will be eventually displaced. The percentage of employees from India are steadily increasing, but they're horrendous. Why not just do away with all of them and refer all questions to Infomax from now on.
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As an FA I can confirm that there VERY FEW helpful people on the other end of the phone, whether it's India, Philippines, or St Louis. The support is flat out awful.
Companies send jobs overseas to save money and improve shareholder returns.
That is not a liberal progressive policy, that's follow the money, and the money is all GOP.
But I guess some people will just blame everything on "the other guys" no matter what the facts show.
Here’s how the India deal went down at WFA:
Privileged MBA Schmoozer jumps on the India idea 10 or so years ago. Sells the idea to management, who doesn’t know anything about the work or the downstream impact but hears “save-money💡“. MBA Schmoozer flies back and forth to India, staying only in the best of hotels and often bringing his wife, all on WFA’s tab.
In the meantime, managers who’s areas will be adversely impacted, explain there is no logical way to split these interwoven processes up. This is because our technology is not even close to being sophisticated enough to execute this plan without multiple disastrous problems affecting many related departments. (*Please note that we have unfulfilled system enhancement requests going back 15 years.) Management says “Do it anyway and try to sound positive to your employees.” “Oh and don’t ever let anyone say the word, India. Call it Gentech.”
For the past 10 years, our managers and employees and the many interrelated departments are still dealing with the fallout. There are painful problems nearly every day. Those processes should have never been split off, the communication is strained & difficult, our outdated systems still make the processes extremely piece-meal and manual. The whole idea took us backwards, rather than forwards, and it is still backwards to this day. The outsourcing negatively affects 100s of employees, as well as our highest-producing FAs and their wealthiest clients.
Fast forward to today: Top management says “💡These departments are not operating to top efficiency! Let’s reorganize and make these managers (who responsibly explained there would be negative downstream effects) ) re-interview for their jobs! ”
And the privileged MBA Schmoozer, who sold and supported the plan, is long gone to another LOB.
: @zxr+16RBbdhW. Hell no, but I don't blame the people receiving the jobs either. It wasn't their call. It was the folks in management here.
@ysj: I pose the same question to you:
Assuming you live in the US, are you willing to work for $2 an hour?
My point is that I could pose arguments supporting the humanitarian benefits and the shareholder benefits of US companies sending US jobs overseas all day long (I wouldn’t, but I could). However I can’t help but observe that, in general, most people support an idea as long as it doesn’t directly hurt THEM.
“ I’m good with those Call Center jobs going overseas, because that’s not what I do. It is a viable option.”
I think the same of employees who support Wells Fargo laying off 1 out of every 4 of their friends, team mates and neighbors. It’s certainly a defendable stance, and I could support it, as long as it’s not ME.
“ I don’t think I am the bloat, or I am the ineffective manager. I work hard, it’s all those other people, so I’m ok with it.”
@qvf: ONE QUESTION:
Assuming you are living in the US, are you willing to work for India wages?
In other words, I agree with everything you say in theory, blaming the wrong people etc. But that is the question posed to you today.
My experience with WFIP has been relatively positive and would say you get the same quality of workers in I&P as you do here, although my experience is on the back office side. They will continue to be a viable option because a stateside position with a base of $100k can be had for $25k in India.
You all are blaming the wrong people. You blame India and our other overseas partners for the decisions made by management in the US. Are you willing to do your job for less? If not, then you are also to blame. Almost everyone no matter where they're from want better lives for themselves and their families. Some places don't subscribe to the same priorities we Americans do. They will do it cheaper and shareholders want maximum ROI. If you want to resolve a problem, start by looking in the mirror.
yea they hire the cheapest people in egs, probably working in fast food wanting a better job but are cheap
EGS has always been a train wreck. Somehow we find the worst of the worst when we hire there
Unfortunately any call center for Wells employees to call is likely to move, and most customer facing call centers eventually go. Sometimes it works and sometimes it’s a disaster.
@bbg+16RBbdhW
Philippines has been shut down.... we have a very small group of people now there... its all india
I work at WFA home office and am hearing similar complaints from our FAs more and more. Not necessarily about calls going overseas, but long hold times and inability to get a knowledgeable person on the other end. Way too much turnover in our Call Centers. Also might partially be due to Covid and WFH?
InfoMAX is a nightmare too. The firm is very proud of InfoMAX but it’s a maze. Rarely updated, a lot of the people listed under Who To Call don’t work here any more.
If you are an FA, or work in a branch: I would document my issues, even record a couple of your calls and then escalate your complaint to that department’s manager or maybe your Regional? You are who we are supposed to be providing service to.
Ahhhhh! The reality of “Globalization” and its impact are beginning to be realized. The “celebration” of “Diversity” and “Globalization” are progressive code words for shipping US jobs oversea to the International Community. Now sing along the tune, “ We Are The World” as we come together with no borders, just one big call center.
WFC does not have customer facing call centers in India. It’s the Philippines