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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SPC - Strategic Partnership Channel
What’s SPC?
"Verizon, the network America relies on..." Too bad Hans didn't rely on American workers and caused the company to tank from the inside out. Instead of making good business decisions to generate revenue, he tried to save money by paying people lower wages who are outsourced. Then he refused to increase wages for front line and caused anyone skilled to stay or motivate people to excel. Also any internal front line hiring in the last three years was from low income locations where Hans could pay lower wages and get his diversity quota, which backfired since those people churned or are horrible hires.
Sampath will replace Hans (as a high level diversity hire and to appease the board agenda) and he will cut any remaining US employees. The internal jobs will be outsourced to India and Verizon will fully collapse within the next 12 to 18 months.
The NRB will be rebadged to Infosys in about eighteen months.
@bmq+1mdhyokL Lol as a corporate PACT rep I would love for them to outsource all of us. Imagine an Indian walmart WARP rep calling us only to get someone from the Philippines who speaks as bad english as they do while they both argue over “making the line upgrade eligible”. Just to be fly on that wall.
we will fix the company one device setup at a time. If that doesn't work we will add $2 charges per line to our long term customers accounts. If that doesn't work we will just up the surcharges for no reason and if that doesn't work we will have a just being a customer charge and charge you for just being with us. If you don't get it by that time we will just ask you nicely to leave.
Yes- we have lost our clout and reputation in a big way. It’s so sad to see what was once a great, fun place to work to go down the tubes. And it’s only going to get worse - and guess who is suffering? Our poor customers... and they are leaving in droves. You can’t charge top dollar and deliver poor service....Thank you Hans.
Cs will be gone before the end of this year.
Can't believe it's taking this long. I would have already outsourced half of inside sales, and all of customer care/PACT/Fraud. Rotate the ones who are decent into analyst roles to monitor and offer oversight and transfer 25% more stores to authorized retailers.
Sadly all signs point to this. The company saves a ton of money but what they don’t realize is how its affecting customers and the brand. This will one of those major changes that happens but then they will slowly back track on it in ways. Ie: individual commission in retail stores
Can't wait to watch this place implode. They screwed over so many people. Both reps and customers equally. What comes around goes around.