I miss the Irvine Call Center.
I miss the Pot Luck meals. I miss Activations. I miss quality Customer Service.
The overseas Call Centers are horrible. The learning curve isn't flattening out. Why is there so much background noise?
9 replies (most recent on top)
I got RIFd in Aug 2023. Boy was that the best thing ever for me. Hind sight 20/20 I win. 🏆
Hans + Scampath = fail for VZW. I immediately switched to T Mobile and have been happy. T Mobile Tuesday's are awesome. Shell gas is $.25 off a gallon. Free gloves. Free flashlights. No increase in prices. Walk into a store and get help immediately. I enjoyed being a supervisor for VZW and me and my teams always performed well. Only thing I miss is the benefits (insurance).
Got laid off when care got cut and everything went overseas. After a few glasses of wine one evening I blasted Sampath on his LinkedIn and told him what a sh-t he was. He replied he makes no apologies for doing what’s best for the company. lol. Another one driving it into the ground. Stay strong folks.
You ever hear, you will own nothing and be happy. Well customer Service will su-k and you will be happy. Now that the big 3 have a monopoly on cell Service, all cust serv will su-k no matter where you go.
Oh man that sh-t is wild to me. As someone that works with ports and activation stateside. I see this sh-t all the time by PSO reps. Ports on top of temp numbers are great for reseller ports but because of that behavior people have stopped doing it and now failed activations due to reseller ports are back to being common.
As far as them stealing your sales. Who thought it was a great idea to give activations reps a sale goal or a bonus? As far as corp reps go I can tell you with 100% certainty that there is no reason for any corporate activation rep to steal your sale because we don’t make commission or a bonus on lines added or upgrades The only time we “steal” a sale is when your ecode gets blanked out while building a line manually. Which is easily remedied by copy pasting the ecode if it is blank
Here are some tips to make your lives a little easier.
If you need to call for a failed activation and don’t want to deal with PSO use option 6 (if you know, you know) for ports on top of temp numbers, if the tier 1 port rep seems shady ask for tier 2 (hint hint majority of them should be corp reps) there are some pso tier 2 but for now it is majority corporate. In fact do not call care at all for ports, call the port team
You want to avoid calling in at all?
Do not add multiline insurance into the a
Order containing the activation, if the customer already has it make sure it is not a one of the 2 or 3 line only multi line insurance features. If it is change the insurance to the generic multi line then do your order.
If the customer has any plan that is a share plan (anything before mix and match) do not do the plan change along with the activation. Change plan first then do the order
If you need to add a port in onetalk line DO NOT use a temp number ever
And make sure the number it self is typed in correctly. Even if you have no account info for the port just use random numbers for the account info, we can edit the port after you get the correct info.
Always ask your customer if they did anything online themselves before coming in. If they did, ask if they got an order number
If you see a pending order on the account but have no clue why, do not call regular customer care, most of them won’t be able to see pending orders like you do in Omni. Call activations or option 6
If you need help with loyalty offers, call customer service and ask for loyalty if they try to transfer to activations hang up.
If you need help with promo corrections use the promo tools you have. Anyone you call will use the exact same tools you have. If you are not sure on how to use the tools then call in but god help you.
Can’t think of any other common but infuriating reasons for call ins.
Reply if you got specific questions will try answer to the best of my abilities
It's ok everyone! Sampath said "don't think you can do anyone's job better" when asked about the outsourced call center. EVERYONE IS DOING IT!
I agree with you. It's all gone though. It is never coming back.
- I remember when winning the J.D. Power Customer Service award was a source of pride.
- You are right about the "Learning Curve." Things are not improving.
- This is terrible to say; however, when I call in from a store with a customer, I just cringe when I hear the heavy accent. At that point, it's a coin toss. Will they know what I'm talking about? Will they give me attitude?
- When I took calls, we were held to standards. Why do I have to walk them through menus? It's been three years since I took a call. Why do I still know the systems better than they do? They must have performance reviews. Right?
- Lastly, your noise comment - I'm almost 100% certain I heard a horse in the background on one call. I grew up on a farm in Tennessee and I know horses. Where was this site located?
Don't give customers temporary mtn to be replaced by the port numbers, if the customer can't use the automated system (which most cant)the overseas rep will add the port number and not replace the temporary mtn,thus when csr disconnect you get the charge back .Also,don't call them regarding a failed activation, they'll steal that as well (they must get some sought of bonus to add new lines) I don't call them for anything!The other day a rep called them and the person said this is Mia at VZW, on a speaker phone, every employee within ear shot just burst out laughing and the rep hung up and reran the failed activations. By the way csr service rep was kept calling back his phone to get the new line for the next 15 mins.Lack of class,respect, and no integrity towards the frontline.
I work in the stores and couldn’t agree more about Customer Service. It’s horrible! I am a 20 year employee and I agree the learning curve is not flattening out. The overseas customer service reps have zero idea what you are even talking about when you call them for something basic never-mind something big! It’s a nightmare and it’s chaos and it’s going to likely cause Verizon to lose MILLIONS of customers. In my opinion, they are the worst customer service of any company I’ve ever dealt with. They also have attitudes when you ask them what you should do when they don’t come up with a solution for the customer you have standing right in front of you in the store….:even though we know the solution as employees in corp stores, but they don’t listen and can never help even though we are telling them how to do it! Verizon took away the ability for us to do basic things like remove a device from the lost/stolen list and now we spend 2 hours on the phone getting passed around to multiple departments just to get that done. The background noise is not professional and I’ve even heard roosters and goats. Imagine what it’s like being a customer having to call and not knowing how to explain your issue as well as an employee would, and the frustration that comes in dealing with that. Customers tell me it’s easier to leave than deal with them. It’s a joke! I miss quality customer service as well and I know for a fact our customers do too!
That is like asking Hans to justify his raise this year.