What do you guys think about TMO's future looks like, ATS lost faith in this company after going through so many layoffs. How the company would survive after losing so many talented people?
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"these care reps don't realize they are fighting to loose their own job by hitting these new metrics"
No, we know. We are also being hammered with trainings on increasing collections.
Won't be long before they come back for us.
I have heard something quite different from someone fairly high in the organization. What I have heard is that TMobile is shifting a lot of the network responsibility and decision making away from regionial offices to market or area based groups. This is why you see so much of the cuts affecting the regional staff and its much lighter in the markets. Some of the RVPs have hinted that there will be some market realignment changes as well which points to something like this as well. So a state like Texas may have its own area team and get its direction from that group rather than from a larger south region team.
This is exactly what I see happening.
They are outsourcing for sure. to CBRE and Amdocs and other places. just cheaper for them of course. They are also pushing care HARD to improve FCR and CRT. They stopped focus on NPS completely and shifted focus to the other metrics. throwing money at us for high fcr too. it's all to reduce care. less ppl calling in and calls becoming shorter means less care needed. these care reps don't realize they are fighting to loose their own job by hitting these new metrics