September RTO For Call Center Employee’s?

So the cat’s out of the bag. Call Center (on the phone employees) won’t be returning to office till September, and there is discussion about having them be permanent WFH.

Seriously?

For context, I work in quality monitoring where I evaluate and run risk assessments for these employees (basically I listen to their calls and grade them against their p&p). The long and short is I’m staff. I get to go into the office 3 days a week starting on 3/14 and listen to calls from employees who get to sit home in their flip flops licking Cheeto dust off their fingers this spring, summer, and maybe longer. They literally have customer payment and account information in their homes.

I realize we all need to go back, but their seems to be a reverse skills bias going on
here. The phone is entry level. Made to suffer. Rewarding them for abysmal vaccination status reporting is ridiculous.

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It's because they can't keep people on staff. I can't speak for the other call centers, but the WIM investment contact center has a huge problem with attrition. They've increased base pay, implemented more flexible pto options, and now letting the Frontline folks wfh until at least September in the hopes that they can stabilize service levels. What I'm curious about is those not on the Frontline. How many people will actually jump ship due to rto vs just talking big game on this site. I hope it becomes a huge problem for WF that people leave due to rto. Maybe then they will be more flexible. But whatever. I need my job and I'm super glad I will be able to wfh two days per week. At least it's not 5 days... Yet.

Personally, I think they are leaving them home while they work on off shoring more of the positions. They think they lucked out. By September, half of them will be gone. The last time I was involved in a project to do this, all CS 1s were off shored and the 1s had to do 2 level work if they had the room to move them. Otherwise, it was layoff time.

@1gds+1fr437Os, lol, we didn’t HAVE a Compliance department when the fake accounts scandal happened. That was part of the problem. Now, we have a quite large Compliance department, yet….still many problems, so it sure wasn’t a cure-all.

It's funny that the individuals above the Cheetos eaters in compliance and quality control allowed all those fake accounts to be passed by on their watch. Which either means they were either incompetent, did not care, or they were there just as cheer leaders for upper management basically irrelevant. I guess this is the reason this area of the bank went into hiding for about a year after the story came out.

This is my 11th year at WF. Even during the "sales scandal" I liked the company, it was an extremely small subset doing something bad. NOW....now that extremely small subset doing something bad is our CEO and 1-2+ down. In my 11th year, I cannot wait for an engagement survey. I've always been positive in those, not this year. I'm going all in. No, I don't think it will ever see the light of day, but I am curious when/IF they will have a company-wide survey this year.

Contact Centers are over capacity and they are still short staffed based on service levels thus creating this situation. Come September it is up to each site to decide the flexibility I.E. rotating weeks or just keep the agents still working from home.

It's a scheme to eliminate staff employees that aren't in lock step agreement with RTO. Once those undesirables (in the eyes of leadership, not mine) leave, the only people left will be the yes men willing to be commissars in the hallways.

Is this why my Help Desk call has been taking an hour to reach someone?

Good, that means my office will be less crowded.

I’m guessing this is possibly because phone service reps are packed in like rats.

Also- I’ll bet these positions are increasingly hard to fill because they are truly miserable jobs at Wells Fargo from what I have witnessed, and many other companies have been offering permanent WFH to their phone services reps for years.

Personally, I’m happy to see any “lower- on-the-totem pole” WFC employees get a break. They certainly deserve it.

Charlie’s ego is the driving factor. He can’t admit he was wrong about productivity impacts, and that “working better together” is tone deaf when you’re working virtually with peers in different states, time zones, and countries. RTO for staff instead of frontline call center is ultimately about call volume management. If the phone rep gets sick at work it affects the queue and drives up call abandonment. If staff gets sick, their work will still be there when they get back or it can be redirected.

From experience, I agree, phone reps really do need to be managed in person. The basis for their metrics alone are to easily manipulated in an uncontrolled environment.

That sounds like a great job you have, not! And good for the little people, which I think is what you meant to really say. Because let's face it, that job blows and they deserve a little something, something.

Yes! This is also crazy considering many in Technology have been working from home for years and are now being thrown into the office.

Thread regarding Wells Fargo & Co. layoffs

September RTO For Call Center Employee’s?

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