How are we going to 'delight the customer' if our customer service is horrible?
8 replies (most recent on top)
BT off-shoring projects were put on hold for 2 months late last year. Projects are progressing as normal since January. No stop to off-shoring/on-shoring activities as this is key to VZ resource strategy.
No. Not at all.
He's doubling down with the things customers hate; AI help and going to the lowest bidder for humans.
Offshore is not held accountable for anything, zero repercussions - that is the problem. Over budget? We need more money! Missed deadline? Onshore did not communicate well!
You need to have sync up meetings at 10pm with them to make they actually do the work; then meet up again at 7am to see if it was done.
The offshore execs are worse - if you are not one onshore, they completely ignore you. They will respond to emails only if you copy your Senior Director or above...
Time is long past to stop using the VZI model. The pain points they cause is not worth the monetary savings.
Dan said he was going to stop outsourcing. I expect he will renege on that.
@ar yea because the My Verizon app works so well. Ask me how I know.
Call center representatives need to go, they refuse to RTO and be more than a number. They still wanna get paid the same amount they did when they commuted into the office.
They will still exist but I think he will drastically reduce the ability to actually speak to someone and drive customers to self serve via an app or website.
Hopefully the awful arrangement with HCL will be curtailed…so many things wrong with it and definitely not a company that gives you a warm feeling…