Thread regarding Verizon Wireless layoffs

@bwet+1obrG1c1 Show the data either in an official or non official capacity. Until them we all know its bs. But on the flip side. Ever since I started using the tricks that vendors use my numbers have been good. I guess just lying like vendors, does help with numbers.

I've never heard anyone say that and that makes no sense.

Here's an oldie but a goodie from the WFH crowd...
It doesn't matter if the reps are in America, Mexico, India, The Philippines or any other place you can imagine. I can do my job no matter where they are. It's all the same to me.

And those of you so proud of the outsourcing and layoffs that are part of the problem - wait til your number comes up and you get laid off.

There is no way a new rep just hired and trained in India is as knowledgable as a rep in the US that has worked for the company for years. The next thing is they are going to cut customer service reps in the US hours so they quit and VZ can outsource more jobs. VZ has become a terrible company because of bad decisions mad at the top. If you are part of the outsourcing and firing you should be ashamed. You are part of the problem.

Employees that don’t actually take calls actually believe that BS about the numbers proving they are better than internal reps. Drink that Koolaid. I’ve had customers tell me that a rep had told them not to call back for 3 days cuz we would be closed. And when I look at the remarks said rep was from a different country. Sounds like they are trying to rig their 3 Day. Then when those customers call back 3 days later maybe it’s set up for them to be routed to an internal rep purposely knowing they are going to be pi---d and mess up our numbers. Anyone that’s ever worked in facilities, back when we had call centers, can tell u about sitting in on meetings where it was decided that certain call types would get routed to certain centers with higher tenured reps in an effort to tank their numbers all in an effort to get the reps paid more on write ups. Those in charge create the narrative they want.

My aunt called me for help cuz she called in about going over her data and the rep told her if she sees bars of signal that means her data is on and she needs to make those go away by turning wifi on and cellular off. So the rep walked her thru doing that, but the bars of signal were still there and they spent 2 hours trying to “fix” that to make sure she doesn’t use cellular data and go over her 10gb plan. My Aunt finally just told the rep she had to go then called me later and I was like “yeah no u want to see the staircase going up to the right that’s ur signal for calls…” and that seeing 4g instead of the wifi symbol is how u know ur cellular data is on. My Aunt said she asked the rep where she was located and she told her the Philippines. I called in to help my neighbor make a payment on his hospitalized in a coma wife’s account and had to tell the rep, who was obviously in a call center by the background noise Aka a vendor, to use CTI to transfer me to #PMT. I have a hard time believing the so called data that says the vendor reps perform better than us, that’s just them fudging the numbers to show stakeholders and convince them to go outsourced and oh it saves us a lot of money yippee!

Call center and retail reps know that outsourcing threatens their jobs. obviously, they are going to report bad experiences with vendors. If the vendors are better than they are, they know that means their jobs will eventually be eliminated. They are afraid and that's natural.
The data represents actual statistics gathered from our systems and surveys from our customer base. There is no bias. The vendors do outperform domestic reps in all areas including customer satisfaction and cost. It's indisputable. The data shows it without making any adjustments or alterations. In fact, when we run the data through standard filters, the gap only widens.
I do wish I could say differently. I would prefer that we had a robust and economical US workforce. The numbers don't lie and business is business.
The good news is you still have time to turn things around. It's a tall order given the vendor performance vs the hourly rate of vendor reps . I have faith in American ingenuity, though. stop complaining about how bad they are, and start working on how to beat them.

The only reason they are outsourcing overseas is because it's cheaper. They don't care if the service is better or worse as long as it is cheaper.

@bqry+1obrG1c1- So you're presenting anecdotal evidence with a personal bias. As if that's accurate.
DOLT!

Statistics can be and often are manipulated to justify a narrative and I suspect it. Without being provided the raw data, the narrative can not be trusted. Unfortunately, leadership has shown that it be true with responses to past issues.

All I know is that 30 to 40% of my calls are from "PSOs" (what most refer to as vendors) requesting direction that they should get from thier leadership or cold transfers regarding issue my area does not handle.

8pkx+1obrG1c1- or, anyone else who says the vendors do not outperform the onshore reps... show us the data that supports YOUR claim.
Keep in mind that you'll have to post verifiable data or we'll all believe you're making it up.
I actually have access to the data. I can see the truth. I'm sure others here can as well. We'll know if you make it up.
Also, keep in mind that the exact data points you have access to will narrow down or pinpoint what position you hold within the company.
I'm certain some lurking here would be very interested in finding out who is publicly posting proprietary data.

@3ngy+1obrG1c1 - Show us the stats. Let's see them.

I have been with the company for a very long time. All of the third party centers, all of the overseas sites, Alorica, etc., they are not outperforming us. Show us the proof.

Care management certainly doesn't agree with you.

Nice try.

Some people here have never listened to a single call handled by an internal agent and it shows.

If that were true, 6jhi, domestic First Time Resolution would be blowing away vendor FTR.
I hate to burst your bubble. But, that's not the case. It's REALLY not.

Let’s put that into perspective (outperforming in stats)… SPC reps get the basic 1st call. They outright lie to a customer because they aren’t trained nearly as well. Give them a random $50 credit gor “inconvenience “. But the customer thinks the rep is great because they were told what they wanted to hear. Rep gets high survey, gets them off the phone quick because no real research was done. Tells customer it will be fixed in 7 days. 7 days pass and it’s not fixed. Customer goes to store. Waits for help, only to be told they have to call in. Repeat this 3x. 4th time, customer is irate, but is now a repeat caller so it’s an actual Verizon rep this time. VZ rep fixes the problem, but has to tell the customer the truth- SPC gave misinformation. Now its a long phone call, with an escalation and a poor score. All which affects stats. The only way VZ reps are scoring lower is because they are putting out the fires SPC has created. Management doesn’t want to address it because the truth of WHY doesn’t fit their narrative or justification. GTFOH with that nonsense.

@3ngy+1obrG1c1 Release the stats, some stooge always parrots this on these types of posts. I’ve heard the same thing being parroted when a SM or a Director is asked a similar question during a town hall. and it is always the same answer “we’ll look into it.” If you or VZW had any ba--s you would show us the metrics.

@3ngy+1obrG1c1so when a customer calls they are these magic gods solving all problems and adding value but when it's an employee needing assistance you have to hand up 6 times just to get some one remotely competent? maybe you're thinking of the asurion reps slamming home protect on customers and mixing up your call centers

You were outperformed in every metric by the partners while scapegoating them for everything.

Sadly it’s the way the world is moving in general - budget driven>quality. It’s happening with everything: food, movies, services. New world as predicted by the noted Greek philosopher:
“Meh-Good enough”

• Mediocrates

Not only Verizon, a lot of corporation's call center are oversea too, for example Microsoft, AT&T.