Call center rep here. My manager literally said our wait times are so high because “no one wants to work for the vendor call centers”. Daily we are getting completely battered with wait times over an hour and the customers are getting angrier with Verizon. This is ruining our survey scores and increasing mental stress. It really feels like VZW is focusing on cutting costs/outsourcing and downsizing frontline at the expense of their reputation.
7 replies (most recent on top)
this is what you get when you try to save money verizon can kiss my a-s. I’m gone next year
They know, they just don't care.
I’ve had to resort to smoking weed every night after work just to relax and de-stress. It’s works, but sad I’ve had to resort to this.
try being a store rep with a busy store and 3 reps on a regular basis.. one busy day we had 2…. its so stressful im just non chalant about it all these days. meds, therapy and not giving a f**k anymore definetely helps
The internal sky high absenteeism and “medical leave” rates are to blame as well. Don’t dump all the blame on the partners.
Just do like you all have been doing for years....Tell them, Go to the store. They will take care of it. Oh, you want a brand new car? They will give that to you as well. CS sends so much cr-p into the stotes its ridiculous. Try being face to face with these people when we cant do what CS says we can. My fav is when the customer says Oh you can do it because I called CS and they said you can.
Yes. This is the direction leadership has opted for. You are correct.