I just wanted to share some insight from the PACT side. Alllll day we are putting out d-mb-ster fires that PSO creates.. I found out that, as of 8/14/25, corporate stores using Click to Call will now receive dedicated PSO support, eventually that will transitioned to indirect stores and PACT(aka core, coos) will no longer be the corporate employees.
PACT responsibilities are gradually being transitioned to PSO, similar to what happened with tech, messaging, customer service, and inside sales. From my observation and knowledge, Verizon’s AI development efforts seem to be directed more toward PSO than Corporate support because they rather pay someone 500 a month vs me 3000 every two weeks..
I genuinely empathize with stores and customers, I've seen incorrect phone numbers being changed, transfers to incorrect departments, long hold times, and inconsistent follow throughs (They dont have a clue)
Feedback is pointless. Verizon is a for-profit company, and their choices are obvious. My advice: retail teams may want to be cautious with Click to Call because you might end up being bounced around and a small problem turns into a HUGE problem that could've been avoided.
11 replies (most recent on top)
To be honest, they destroyed Customer Care by adding sales metrics into the PG.
@r6 if I had to rank them I would say Egypt and Jamaica are the worst, India and Mexico are meh, Philippines and Croatia are wild cards. The few US based PSO are alright but then again you hardly ever get bs calls from them
Can they at least outsource to competent PSO? You can tell T-Mobile also uses Philippines by the accent and their agents are actually competent based on having to call them when dealing with ntp.
I am saying this as a loser phone jockey that will see a huge pay cut and lose great benefits when the inevitable happens and I have to get another job, but JUST DO IT ALREADY.
Half my are calls fixing issues and correcting lies told by PSO instead of my actual job function. VZ is already losing money by having to have 2 people do the same job.
If what was told to us about the cost of a transfer is accurate then half of the calls I get are actively costing this company money, and that doesn’t even include the calls where credits are involved.
@r5 yep. I agree with you. Pso just needs to take over - lay me off please 🙏 I am not a pso trainer. Pso Philippines, India, Europe, and Mexico don’t do a great job. Those dedicated pso groups that help c2c corp reps still transfer to pact - what a joke.
Also PACT here and Verizon doesn't want employees or customers. That is why every single "update" to our systems is an effort to make it harder for everyone to help customers. Every price increase is meant to push more customers away. Hans will bring the company to its knees so it can be sold off to private equity. Back in 2023 when they did the mass layoff of care and all the Tier 1 PACT people I saw the writing on the wall. Being Tier2 I didn't get a choice to take a severance or I would have. My job is literally answering calls from PSOs and answering their d-mb questions. I get that its a good opportunity for them and much cheaper for Verizon, but every month its a fresh batch of new PSOs who don't know what they're doing and I don't give a F*** anymore. I really hope they can let us go really soon.
The majority of my days are spent dealing with accounts that some PSO fubar'ed in some way. Store reps are calling on the random hope that they get an experienced rep like me. 40% of my calls are drop transfers from a PSO and usually the customer isnt told they are being transferred or why. Ser Hans of Blackrock isnt here to solve problems, he is here to raid the company. He did brag about layoffs, after all.
I am seeing accounts of 5+ years asking for port out pins. When this happened in the past my thought was "they'll be back" but not anymore. We are hemoraging customers and there isnt a damned thing that the front line can do about it.
@b9 that’s my guess too but I would honestly prefer it to happen sooner. With the recent changes to ACSS and Omni it’s going to be a sh-t show of an iPhone launch and holiday season. Since it’s inevitable I’d rather just have it happen. Personally I am willing to literally flip burgers at this point if it comes to it.
@ba trust me ive seen enough to understand. its only a matter of time before all departments are ran by pso and ai
Verizon doesn't 2 shts about you or customers. Verizon only cares about their investors. Stop drinking that Verizon Kool Aid and observe what's going on at the stores and with customers
@b7 exactly - i have a strong feeling it's coming after the holidays because this company want to finish strong 4th q. PSO is a joke. PSO lacks listening skills.
lol saw that post as well about the PSO click to call. At this point it’s inevitable, which is why I started updating my resume. To be honest at this point idc much, just waiting on that layoff to come. But I would love to be fly on the wall when PSO care dumps a customer on PSO PACT for an issue caused by PSO.
Thankfully it will be easy to switch from, Verizon when it does happen, because having dealt with our PSO I wouldn’t trust them to even activate my phone.
Its obvious they dont even care about the customers, only their money. Why else do the price guarantee then raise rates. This company is a dumpster fire right now. Quotas higher than ever and people leaving left and right. Network degradation at an all time high as well, while they tout their delusional best network bs. TMO beat verizon. Now verizon is just home to the 'best value guarantee' with no guarantees ever and people getting ripped off all the time.