WOW !! JUST WANT TO THANK HANS FOR THE EXCEPTIONAL JOB IN ELIMINATING 3000 CUSTOMER SERVICE POSITIONS AND ALLOWING US TO HAVE THESE PHENOMENAL CUSTOMER SERVICE AGENTS FROM THE PHILLIPINES….
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Don’t give a damn anymore. I have my calls set to auto pilot in order to satisfy their models. If I can help the cx I will. If I can’t then back to the transfer cycle you go. Since the outsource reps are so much better they can take care of the issues they cause.
I’ve been trying to find subtle ways to tell customers to port out. Once I can do that without getting flagged. I’m gonna cause all kinds of churn. Ya’ll should have offered me a package because after seeing the sh-t you pulled I have no faith in vzw and will cause as much churn as possible until RIFed, PIP out or find a another job
I’m in Tier 2 tech support and a majority of my calls are doing cleanup of a mess a rep from the Philippines or India made and the customer is pi---d. SPC is a part of this new business model of providing better exceptional customer service for the customers what a joke. It’s about them saving money. They thought churn was before just wait.
So many customers are frustrated when they call in and get crummy cust service. Then they come into the retail store in order to get there billing question solved. These customers are then frustrated as they have to wait to get a rep because we are all setting up phones while the new lines walk out of the store. Hans couldn't run a garage sale. He is making us the Frontier/Spirit of wireless. We soon will be selling vap cartridges and solar panels.
I remember when HV was touting 5yee as a network built for smart cars. What happened ? This ultra wide band mmwave has a signal range of 20 feet.
I agree, now customer will be more frustrating when someone is trying to help them out with a rooster sound in the background .
Back to work im.gifting andy the new Lamborghini truck on up to speed tomorrow stay tuned.
Change energizes us
Love
Hv
When the churn rate goes up to 2% as a result of off-shoring that $300M spend is going to look more like $1 B.
Also - OP, no need for caps lock to make yourself heard.
They see it on paper only. 6000 salary plus benefits might run $450-500M then you have to pay whatever the contract is so maybe we're net $300M? The 6 transfers and 3 hour calls have a cost. The frustration of employees and customers alike have a cost. The tarnishing of the brand has a cost but they fail to monetize those. Numbers are figurative but you all get the point.
Tale of two cities
The executives paid millions zero accountability
The employees paid hourly all the accountability.
Like you stop spending money on promoting fios and its our fault calls aren't coming in.
so hard to see how this will save the company money. The overseas agents cause so many problems.
6,000 actually
Dude is a pure tu-d. The Verizon bowl of Exec. turds simply needs to be flushed.