There is a talk that Accenture is going to setup and manage the call centers in Manila for all of the VZ Wireless. Accenture has successfully setup and managing the VES centers for a while in Manila.
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Manila may be a financial success for Vz but if a customer had to confirm the resolution before a ticket was closed you can bet Accenture's revenue from Vz would fall drastically. Customers are not happy will the service they get without the intervention from US based actual VZ employees. It's only logical that Accenture employees should be more interested in making Accenture profits not VZ.
207 It does not mean Accenture has done a good job then the American workers. It just means VZ saved a lot $$ by offshoring the work. We are not comparing Accenture with other BPO companies.
I thought I'll never say this, but in the grand schema of things, Accenture has done a good job for us, that's why they are expanding their footprint. Sorry, got to say it as it is.
Accenture may not be successful in delivering a quality service. In Manila centers, average employee stays about 12 months and churn rate is very high given the odd hours of work to match US time. VES products are very complex and most of the staff is poorly trained.
Accenture is successful in convincing VZ leaders on the benifits of offshoring the work..
Wireless already uses "out sourced" call centers. They're called the SPC Channel. For now they're in America, but for how long?
Qualify of off-shore VES support totally sucks
Accenture is the reason for layoffs
Accenture has "successfully" set up centers in the Philippines to service VES? They HAVE set up centers there, but to I would keep the word "success" completely out of usage in describing that situation. VES support should have been the LAST line of business Verizon sent over there. VES service support is a bit more complicated than fixing an issue the average Tom, Dick, and Harry are having with their wireless plan.
I have to provide "Las line of defense" support on customer tickets those stupid mother f-ers over there. Turnover is high. Basically if the customer has ANY issue involving a circuit, the Philippino rep looks at the most invoice and most recent iteration of the contract, even if that has nothing to do with anything, and that is it. Ticket usually then just gets closed by rep with no resolution. But who cares about resolution? The ticket was closed within the 2 day SLA and measured as such. Bean-counters satisfied.
If that were the case, why move the Elgin call center to Rolling Meadows? Why not just shut down and outsource the work as the leases come up at call centers?
I would think at some point in time all of the wireless call centers (i.e. customer service) will be moved offshore.
Manila teams perform all the backoffice work for VES, including service delivery.