Just found out that a company called TTEC is now taking our calls. They seem to be a company that handles all different industries of customer service. My concern is that they are taking calls for VZW one day and some other company the next. If you pull them up in Jabber it shows they are listed as "non-vzw" employees. Anyone else heard anything about this?
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I heard Hans has now outsourced ALL of Verizon's phone teams. It's sad, Verizon could be contributing to economic and inflation recovery but they just made it worse by outsourcing so many jobs. Verizon also rewards their long term employees by laying them off rather than harnessing their work experience and grooming them for the next level. When you work for Verizon and you are in a position for too long your loyalty gets reward by getting laid off because after 14, 21, or even 30 years with them you make too much money, and they tell you they have to "cut the fat". Verizon should be ashamed. They lay off loyal long term employees for inexperienced lower paid workers.
I worked on a third party contract for Verizon. I was based in Dallas, but the vendor had call centers outside of the US, too. It was problematic when customer services were out of country and technical support was here. It led to many unhappy customers seeking billing resolution through tech support. Luckily Fios was sold to Frontier Communications. That is a whole new mess.
Yes.. these ppl are the worse.. these folks from Atlanta, I think they work for c-appy Alorica. I feel bad for our customers to speak with these uninformed folks.. its sad, but if I hear an African-American female, I hang up and call back, literally 9 of 10 times the calls go south real quick.. One time I had to explain to a B2B technical service rep what a static IP was and use case and she didn't understand.
It’s only a matter of time before Hans sells the customer service reps off to vendors like he did when he was in charge of Sony Ericsson. He moved all the customer service reps from the call center to home based then sold them off to vendors and they kept taking calls for Sony , but as vendor reps so it saved Sony $$$.
The way it works is TTEC is technically a U.S. company that VZW uses as a vendor call center and they outsource most of their calls to the Philippines. That way Verizon can’t be accused of outsourcing to a different country, the vendor is the one outsourcing.
They’ve been outsourcing to them for years. The first time I got a call transferred from one of those reps her English was so broken and she didn’t even know how to explain the issue to me so I thought she was a customer but they told me they were a rep based out of the Philippines and they live on a compound for several months then get swapped out with new workers and she wasn’t supposed to tell me that. I said something to my team about it and was told by leadership to shut my mouth about it pretty much.
They’ve outsourced the network department going on 3 years now and we all see how that’s going. We had all 5G up and running before they treated everyone like c-ap then ran them off VSP, quit, or just another holiday season lay-off.
There are currently 35 outsourcing centers that support chat, sales, tech support, care, bgco, core, and lnp. They will eventually over the next couple years ramp up to 70 centers total. Currently 60 to 70 percent of the calls are handled by the SPC. Layoffs aren’t going to happen this year, call volumes are high and they don’t have enough man power. They are actually hiring 700-1000 new internal care reps, however if you are highly tenured you will probably be let go at some point next year. Once those other sites are fully ramped then they will probably maintain a 10% internal workforce. They want a 90/10 ratio, and in some departments that has already happened. They are currently modifying call routing and redesigning new hire training to consist of 2 weeks. They will just segment reps based on skill set and make training easier/ shorter. This will make it easier for less skilled reps to handle a limited call type/ scope. Ultimately they want to get rid of you (mostly your pay and benefits cost) and maintain profits. I would say based on agent assist bot coming out, the mobile app, and the Ivr updates with smarter call routing internal reps and supervisors probably have a shelf life of 2-3 years at most. Go back to school and start preparing for a new career because this is ending sooner than you think. I’ve known and seen this happening for the last 2-3 years. It’s very sad, I feel for my fellow teammates, but it’s the direction big red decided to go.
This is the future for the American socioeconomic stratum. High tech, low life. The retraining is just media fodder, for future outsourcing. The wiring has been on the wall, if you can see through all the "positioning," being made. Covid was the best thing to happen, to accelerate the grand plan.
Thats the goal. Look at who is doing construction, who is maintaining sites, who is building the database. Look at LinkedIn and see who our senior leadership follows and promotes.
The goal is to get rid of you, its not a secret at this point. It is why Hans was brought on and until he leaves there is still more cutting to go
October is being mentioned because October 1st is the effective date the work from home program becomes permanent for all call center employees. Anyone temporarily using a company provided router can no longer. They should be using this time to prepare for the transition, meaning they need to get home internet and those in temporary workspaces will now need to have a private, designated workspace. Basically, the same standards that are required for HBA will now be required for those who thought they were temporarily going to be working from home and returning to their respective call centers after Sept 30th. No one is answering the question of what happens or what options may be avaliable if anyone is unable to or simply doesn't want to permanently work from home, so it seems pretty safe to say layoff will be likely.
They want to fire any old schoolers on the front line. Lower wages helps their 10 billion dollar grab. Verizon trying to lead the express store idea while sacrificing top employees that produced. Sounds smart but giving up on your talent??? Not so
As far as why I think there will be lay off is because of all the secrecy on the shift bids, the lay offs and restructuring that happened to the stores. Verizon pledged to cut spending by 2022, with covid those efforts had a bunches of wrenches thrown in it. Lastly the fact that our surveys are in the gutter across the board. If bad surveys are gonna roll in might as well save money on the people causing the bad surveys. The focus on the customer c-ap that leadership talks about is straight horse sh–. They gutted IT, they gutted the stores, they gutted bgco. Its time for CS to feel the heat. As a side note its obvious that the dumb a– that started this thread is a union shill. If you have been on the phones you know damn well that ttec and conduit have been used for years, this is nothing new and doesn’t matter. Verizon doesn’t want competent reps. They would prefer that we strike so that they can fire us in the at will states for walking off the job.
@1ecp+16nhIBDO The person I originally replied to thinks that they are going to straight up sell us to the out sourcing company. There is no way that happens. Not only would that violate many state laws but it would be stupid. I do firmly believe that we will be laid off and more jobs will be given to the outsourced centers. Did you eve read what I said?
Update: Conduit Global is another outsourcing company that has been confirmed to be taking our calls. They show up as a "non-vzw" employee. These are not only our jobs at stake but also our livelihoods. Please share this with everyone you know. Spread the word. We need all call center employees to understand that we are being duped. We are just expendable pawns in a game where the man in charge is grossly overpaid and can care less about those that attempt to hold this company together amongst all the selfish changes we have seen customers endure. Enough is enough!! We need to stand up for each other and communicate with one another. Do not fear as you can post here anonymously. ♡
I have a very serious question. What reasons do you think there will be a layoff in October?
@1ecp+16nhIBDO TRUTH
@1ywp+16nhIBDO and you're probably the same id–t that believed they wouldn't outsource IT or convert corporate stores to indirect.
Can someone please shed some light on why October is being mentioned? How did you hear about a change in October? I understand if you can't say exactly but if you can please shed a little more light it would appreciated.
Not so patiently waiting for October
This is in response to @1ehz+16nhIBDO. We all know something is going to happen in October in the call centers but what you posted is just down right stupid.They can't just sell off the reps to an outsourced company. My bet is on a massive lay off with an option to transfer to the outsourced company or being moved to part time. At that point I don't see many reps taking that option. The reason why most corporate reps stay on is because of the pay and benefits. No one would do this job if it wasn't for that. Either way the outsourced reps are all under US companies but we can damn well tell that the person talking to me is not from the US. Based on my own research on these companies show that they have centers in the US so that they can claim to be a US company but they use their outsourced centers after getting the contracts. TTEC specifically has been around for a while. I think OP just noticed it because TTEC hired on a bunch of new people and they are transferring calls like crazy. If you access to the actual call center system you can see exactly who transfers to you. Either way I am just waiting for the layoff. I have been kicking my self ever since not taking the one last one. They are just trying to make the job as horrible as possible so people will just quit but no way Hans, you are gonna have to either fire me or pay me that severance.
This has been happening for a while. They even have reps in other countries disguised in remarks as reps from USA. The answer we always get is they are outsourced not much we can do just deal with it.
Are you able to share how you know about a specific date of change?
Just wait until WFH reps are sold off to these outsourced companies. They are keeping everyone in the dark about Oct 1st probably because by years end WFH will be outsourced. When this happens you can kiss your pay and benefits goodbye. Not right away but once you are no longer owned by Verizon the other company can and will do whatever they want.
America, suppose to be the greatest Country in the world yet we are the only country that takes care of other countries before we take care of our own.
I have never seen someone labeled as a non-employee taking calls no.
Lol you just heard about this?