If you are on the front lines or support front line reps and have time in-between calls just know SPC agents are fielding 85% of the volume. Depending on the department it could be more, and we are adding additional sites this year. Please get ready by end of year or next year. I don't think Verizon will have internal call takers by Jan 2025. Could be sooner who knows, but seeing these numbers... it looks grim for internal.
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RTO for some. Not customer service. They rather outsource.
Agree about Irving/Hidden Ridge, I was there two weeks ago, in the morning, and the place is a ghost town. Ladies room was dirty? It appears that there are more facilities and security people floating around than regular employees. I won’t go back again unless they force us to.
For most days that I’m in Irving we could easily have enough space to work out of a starbucks. .
CS will be gone before year's end.
Eventually AI will replace all V-teamers.
Not surprising - look at the writing on the wall. All VZW call centers closed, Tulsa and Temple Terrace buildings barely any utilization, Alpharetta Campus - all 3 buildings closed. Everything’s on the table as I can overhear the leasing team conversations here in BR. Trickle down economics . It all makes sense. VZ is running a business and iin the next few years will eventually impact most of us.
*Berizons
That plan has been in the works for the last 2-3 years … what’s new?
Can't wait to watch this place implode. They screwed over so many people. Both reps and customers equally. What comes around goes around.
Yes add more Verizon's, that will turn the ship around. /S