Did anyone else leave yesterday’s East call feeling patronized and frustrated? It felt less like a strategic update and more like an attempt to gaslight the entire organization into believing agent locations are outperforming corporate stores.
We are being fed "metrics" that supposedly show agent stores winning in customer experience, yet those of us on the ground know the reality doesn't match the slides. If this move is strictly a cost-cutting measure, then have the professional courage to say that. Instead, we got "glamorous" hosting, skits, and tired slogans while our actual reality is being ignored.
The most insulting part? While leadership plays around with "hustle" acronyms, those same "devoted" agents are already telling our teams which corporate stores they’ll be taking over in the coming months.
We are out here working our hardest for this company, but it’s impossible to have "heart" for a leadership team that chooses performances and made-up metrics over transparency and respect. The act is getting old. It’s time to stop the show and start paying attention to what your teams are actually going through.
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Verizon used to have decent leaders that wouldn't resort to those tactics to drive performance improvement. Those days are long gone. The performance of the stores ultimately falls on leadership. If they did not prepare the store personnel properly, then they reap what they sowed.
Verizon us treading fast to Sprint!
The bext chapter will be to get aquired, divest assets and DEI Directors/Executives go to Summer Camp to make new friends!
I know it feels that way to you, no doubt. I will tell you that the data often times shows (and has for years) that agent stores do perform near the same level as corporate stores. I was in customer service for 13 years and I can tell you that while there are some wild things that happen at agent stores, there are also wild things that happen at corporate stores. The call center is the same story. Vendor call centers have been performing at near the same level as US based call centers for years as it relates to CES, Retention, revenue generation etc which is very hard to swallow due to all the horror stories we hear about vendor call centers. Often times we throw stones in a glass house! CSRs dont want to believe this and I can remember sharing this data with my teams back in 2018 and forward...They laughed...but look at us now. Verizon is doomed I am afraid. Getting big Sprint vibes with these latest moves. Cutting costs is not a good sign. Doing more with less never works but here we are. We will go through this again and again until we are sold. Anybody who retires from Verizon has dodged MANY bullets, that much is certain.