Customers are holding longer than ever now. Us reps are holding for internal departments up to 40 minutes sometimes. What is going on here? Thought we had a bunch of 3rd party centers supporting us now. I hate the secrets. What ever happened to being open and honest about the plans of the business? This is becoming more and more shady. Plus did anyone see that 5 minute useless video about the new sti program? It explains nothing and sups have nothing to say either. I cant imagine it will be getting more plentiful. F—ing greedy b–tards. CEO gets millions in stock options yet we can't even get 15 minutes to have a huddle with our team. Pathetic.
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If you got paid $11 an hour as an outsourced worker from home, would you care about being excellent on the phones?
I doubt it.
Quit your crying. If it is that bad quit. Event with Covid there are jobs.
The vendors are handling 65-70 percent of the call volume. They have about 35+ center locations around the globe. Currently they are adding more locations virtually of course. It's been slower than expected because of covid-19. If Covid wasn't here, the new centers would be fully up and at capacity. This is most likely why the waits are bad. They anticipated having 9+ centers open and running by the fall. That didn't happen, so internal is feeling the burden of bad project management. Although this does allow for more job security in the short term. In the end the vendors are many companies eating away at your jobs. It's only matter of time till they reach 90% or more. Verizon is stacking all of its chips on vendors to handle 90% or more of call volume in the near future. Just like corp stores will be over run by indirects, so to will hba reps by vendors. Did you know vendors are working at home too, and they are being hired around the world, just not in a city with a call center. They literally have them for every department, every job title, and now they have all of our tools. We train them like internal and their leadership has the same coaching tools like internal. How do I know this, well... I'm one of many who is making this happen. I don't feel good about this, but they don't pay me for my feelings, they pay me to get a job done. If you are in customer service, tech support, or PAC you probably have in my estimate till we time in 2022 before the sun starts setting. Start figuring out your next steps, I say this because I will be as well. The sun won't set as fast on me, but even I will be on the wrong side of the coin at some point as well. Don't get me twisted, Verizon has been great and I love working for this company, however every position has an expiration date. In summary, enjoy what you have now, and start working on yourself.
Haha, the fact leadership still can’t get all channels on the same page is a serious indictment of their effectiveness. I can’t tell you how many customers came to a corporate store to return their device or “waive” the upgrade fee when they bought at indirect.
Hold times are long because of the iPhone launch, all these people getting their phones, power on activations is not working as it was supposed to, so folks call in. Also, the fact that stores no longer activate phones, customers don't read instructions and call instead to have someone hold their hand and wipe their a$$ while they set up their phone. Hell, people can't even read the on screen instructions and decide what personalizations they want on their own damn phone. Care gets the call and if an activation takes longer than 2 minutes they dump the customer over to tech support, by the time tech gets the call the phone finally activated. Indirects being questioned by customers about their set up and go fees and why there is also an upgrade fee, telling the customers to call customer service to credit the upgrade fee, not how this works.
This company is a beautiful disaster!
It takes a few hang ups and call backs to get the right care rep. Just find a new job. Verizon is a sinking ship and isn’t that obvious by now?
We are working on all of this. We have Lean six sigma, an outdated fraternity of elite process engineer working on streamlining all of this.
The solution is: you are all a name and a number. We don’t care. Things are going to get worse and not better. Keep collecting your paychecks while you can. It shouldn’t matter how long you are on hold. We combine your $17/hr plus cores $18/hr it costs $35/hr to solve one problem over a $250 phone on a $40 plan. Cuts in to our margins, solve your own problems.
No point in having click to call in the retail channel, wait times are astronomical there as well and no one seems to know wtf they’re doing. I believe ALL employees that are in the call centers should work in retail to understand the business because those t–ds you have in there now know absolutely Jack sh–. I had someone ask “what’s tracfone” when trying to port a number over top an existing line.