Thread regarding Verizon Wireless layoffs

Customers hate outsourcing. It's a fact. I use Discover card for this reason alone. 100% US based customer service. I will support businesses that take care of their people and keep jobs in the US

I remember when Customers used to call demanding for someone to take their payment instead of using the IVR SMH!!

Now that we charge for agent assisted payments they are “magically” using it without complaining

nowadays companies are looking at outsourcing in order to keep prices and cost low - it’s not just a VZ game! AT&T has been sending calls to the Philippines for years and they have managed. I wouldnt be surprised if t-mob jumps on the same boat once they realize the cost savings -

Let’s face it! customers will eventually get used to it … there is always the option of implementing an us-based agent assisted fee hahaha

If verizon started a huge campaign and promise to have 100% US based customer service, they would have people switching in droves. Also an 800 number that takes you to a person directly after dialing with no automated system. When will companies understand that literally no one like an automated call system. I’ve literally watch executives use it and hang up out of frustration.

The irony is that so many scammer calls and scammers come from overseas. Yet, businesses continue to outsource overseas. This is why people's personal information and identities get stolen!

Care should be 100% outsourced. On and offshore and can do the job cheaper.

If I had a dollar for everytime a customer says that I would be rich. Customers don't like it at all.h It's a fact that customers in general hate outsourcing. Quality matters and you get what you pay for. It needs to be stopped.

Are you aware that we are going to be outsourcing in South Africa? And are already outsourcing in the Philippines, Egypt.... We are outsourcing now more than ever. And you can tell that if you're in care by the customer saying oh my gosh thank God you speak English or I couldn't understand the last person so I hung up and called back in.
The customers are aware of this outsourcing and don't like it.

@2mep+1iw3io0Q is right though. The issues started even before Hans took over

OP+1iw3io0Q- we aren't even talk 15 to 20 years ago. Once Hans (you?) became Ceo everything got worse. Don't pi-s on my leg and tell me it's raining. He is the only that gets to destroy this company and comes out winning either way.

@2shq+1iw3io0Q Telecom has always been a "greedy" industry!

I would be the first one to agree that Hans and the board of directors have made terrible moves lately and are under huge pressure to deliver to investor expectations which is the reason for all these "greedy" moves.

What's the reason for all these cost-saving moves (closing corporate stores, outsourcing, commission restructures etc?)? Well, 15-20 years ago when carriers had the luxury of billing customers for overage charges (45 - 50 cents/minute) (it was pure abuse- ohh ge-z, I remember)- Should we call this greed? Back then, Wireless was a profitable business at the customer's expense of course. Eventually, people got tired of the abuse and started demanding unlimited everything, more value for less money, of course, profits have not been the same since then. So no more fancy CS weeks, bye-bye yearly phone upgrades and 35% accessory discount for employees, new schedules to get rid of Sunday and night differential.

People will continue to see downsizing, more automation, less internal reps, whether they like it or not. Take advantage of tuition reimbursement, and stop whining because of having to support a new call type.

Did you know that T-Mobile, the industry leader just laid off hundreds of people last week so they can finish paying for their Sprint acquisition? (another telecom greedy move here). Now you see? it's not just a Hans problem.

Time for a reality check!

2shq+1iw3io0Q- or should I say Hans. Maybe you are not understanding what I said because you aren't from here. I never said Verizon is outsourcing in order to increase wages for internal reps. That makes zero sense. And for you to even think this was my implication is rather frightening and explains why Verizon is in the trouble it is. Especially if you are Hans or high up on the totem pole.

I know exactly why verizon is outsourcing. It's greed. Verizon was King for many years because they had quality reps and a quality network. Little by little that changed because we started converting corporate stores to indirect, customer service no longer US based, IT is now outsourced and not to mention all the bad business decisions after bad business decisions that Leadership made.

Verizon is heavily in debt because of all these terrible decisions and leadership thinks the answer to their prayers is to outsource it. Lord forbid you all take a paycut.

If last quarter wasn't an indication of how that's working noting will be and by then it will be too late to save this new age Titanic. You get what you pay for and just because it may work for one company doesn't mean it will for all of them. Quality doesn't come cheap. Verizon was the McLaren of cell phone carriers. Only problem is now you want to still be the McLaren using Ford Pinto parts and labor. It won't work. Mark my words.

@2fxu+1iw3io0Q what world do you live in? What makes you think that VZ is outsourcing in order to increase wages for internal reps when the company is barely making any profit with the new plans?

It's all about economics and cutting cost! Nowadays consumers are demanding more for less, in order to keep this model, VZ must reduce operational costs - it's that simple! Many reps got so comfortable, especially the tenure ones, making 70-75K/year answering phones, milking the OT, and now are seeing the writing on the wall ...

This year, SPC expanded significantly in preparation to support more vendors and cut internal reps. If you still believe this model will "destroy" VZ, you should look at how companies like AT&T (Care), Walmart (chat ops) have made the switch and are doing just fine!

Internal reps: Have you been preparing for the future by taking advantage of tuition reimbursement? Do you still think VZ will continue to give ya annual increases until you're capped and then keep you at that salary range until its time to retire? Are you an OT King/Queen believing that in 2-3 years you will still be bringing that extra cash home?

Its time to wake up and face reality ...

2fxu+1iw3io0Q- good to know that you feel reps are worth $2 an hour USD in Indian Rupees. Enjoy reaping what you sow.

@2wos+1iw3io0Q: that is simply not true. We desperately want to pay reps what they're worth. In order to pay reps what they're worth, we have to employ overseas reps.

2ssp+1iw3io0Q- The company strategy is to get rid of corporate reps and outsource. They don't want to pay people what they are worth so they want vendors or to outsource overseas. Look at what all the outsourcing/vendors has gotten them so far, 12000 in sales nationwide! Outsourcing is what destroyed this company.

Yes the company strategy is to have as many employees who can field any type of call. It allows them to better load balance and lay off a chunk of workers. He ready to field any type of call or lose your job.

1ozv+1iw3io0Q- That's cute, blame the corporate reps. Outsourcing/vendors is the exact reason Verizon is failing. Constant netwotk issues/system issues (never an issue when IT/Tech was US based), indirect reps/vendor reps telling customers blatantly inaccurate information or customers complain that the rep didn't understand them or they the rep (never an issue when customer service was US based and corporate only), don't even get me started on the indirect stores. But go ahead, keep gaslighting corporate reps. You'll see who really gets screwed. Verizon 2.0 aka Circuit City 2.0.

Come work in a store, when I hired in I was sales, that's it, now I'm a tech, a greeter, inside sales, business sales, cold caller, inventory person, customer service and I make $23,000 less than I did 3 yrs ago!!!

The original poster will quit their 20.00 + an hour job with benefits for the complaint of having to actually work. This is the exact reason VZ is outsourcing all jobs/ departments. By late next year most of internal call takers will be cut. The cues currently are low for call volume and we are stacking more offshore sites over the next 8 months. The original poster hates there job, just quit then, or hang on till the big cuts come... either way everyone on the phones and supporting internal is screwed.

TYS and Pact calls are literally the easiest call type to take. You don't even talk to customers most the time.

The answer is always downsizing. If they can cross train enough people they can cut jobs.

Taking TYS and PACT calls is not like you have to learn a whole new skill set, just a different convo with your caller and a new button to click in the system.

T-mobile? Yeahh They laid off thousands of employees this week plus customers keep complaining about lack of coverage after merging with sprint; not enough network capacity

The person below makes a great point. It's not like your working a front facing job. Handling calls is what you do. Who cares where the call is coming from or what its about ?

our wish you could edit post.

Are job is sales based and we have kpi's we must hit but we don't get commission.

First off let me preface by saying I don’t agree with a lot of things Verizon is doing and not doing at the moment.

Help me to understand something here. So you work the phone lines for Care and not in telesales correct ? So regardless of the fact your job is to be on the phone helping customers in every way possible. If your job is not on commission and sales based then why do you care who you are talking to ? Don’t you guys just redirect the calls anyway ? That’s like working in McDonalds being a cashier and telling the customer you can only sell fries at your register. Then management says today you need to sell cheeseburgers as well and the cashier gets upset. I’m sorry I don’t agree with you on this one.

I’m not in your department, but let’s say that seems to be the VZ 2.0 way. VSP cut the bodies away, and the duties were here to stay.
Just lands on the closest parties and expected to take it with a smile and nod.