AT&T continues to pursue offshoring strategies. Why? Their decisions are penny-wise and pound-foolish, saving money in the short-run and losing loyal customers and loyal workers over time. And the costs of replacing loyal customers and workers far outweigh the short-term gains.
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Horrendous
AT&T has the worst phone support I’ve ever experienced. They hide the customer support phone number on their site and then make you jump through hoops to get it. The site asks: Which of these four customer types are you? What is your Zip code? What type of support do you need? Then you finally see a ‘Call Us’ button. Now you enter AT&T phone tree hell. “I see you’re calling from 858-731-5252,” says the computer voice. “Is this the phone number where the problem is occurring?” “No,” I say. “Please say the 10 digital account number on your bill?” I say “I don’t know it.” “What type of service do you have? says the computer voice.” hang up.
This company will continue to outsource jobs because it's cheap. Where is the outrage from Trump regarding AT&Ts outsourcing??? Maybe that's what the Cohen bribes paid for.
my managers is dumb as a cow, the day he gets replaced, would be the day talent is rewarded, it always starts at the top, buddy
I don't blame AT&T for wanting employees to keep upgrading their skills and learning new technologies. That's just common corporate sense. Problem is, someone's skills don't seem to affect whether they're laid off. I saw guys with 20 years of experience, with current skills, institutional knowledge and creative minds get the boot and be replaced with 20-somethings with no clue. If AT&T demands current skills, it should reward those who comply.
Don’t know about y’all but I love being spoken to in broken English with Slavic tones when calling the tech line, and then getting hung up on.
I hope they collect enough customers info every month to do well since I’m sure they’re paid peanuts.
The offshoring is a problem. I have first account experience with the issues it causes. Granted, I am generalizing, but from my interactions - the overseas groups do not have the same level of concern for the company or our SLA's. I have literally had someone overseas put the phone down (or flip their headset up, not sure) when I was reporting an issue. I could hear all the laughing in the background, and the person I was on the line with was chatting and singing tunes in gossip with another worker. I was not able to understand what they were saying, but I waited 15 minutes and they never came back to the phone. I had to call in twice more to get any assistance. Yes, I reported it to the supervisor... nothing happened that I am aware of.
That’s fine to learn all this new c-ap but t is laying people off and out sourcing them even if they do know it. Just wait until you get canned a few months shy of your pension next year then come back and talk to me about your upgraded skills. Then go try and interview with some young person and try to impress them with your nano degree from t university. Best of luck my friend.
I don’t believe Flack was being intentionally divisive, though like me, tends to weave a long story before the final plot is revealed.
Flack said, “it’s your responsibility to improve yourself so you can adapt to the change.” T management actually said pretty much the same thing a few years ago when it was announced that we would be 80K employees lighter by 2020.
Since then, every quarter, like clockwork we watch with the knowledge that one in three of us will eventually be going through a Surplus. In 30+ I am witnessing the very best being surplussed from our ranks, call it a brain drain.
How can it be right that the T hierarchy has intentionally placed an axe over our necks often while expecting our best work? Call me crazy, but that philosophy sounds crazy!
-@3tja, Do yu miean by divised?
divisive post ... not cool
I don’t care about watching tv over the internet. I just use a damn antennae that costs 10 bucks at wal mart with no monthly fees.
I think the point of the car analogy is, change has happened. 20 years ago, the internet was in its infancy. People largely got online via telephone modem, ie, data over voice. Television has separate transports, and the telegraph was on its last legs.
Now, everything is moving to being over Internet Protocol (IP). VOIP, voice over IP, Direct TV Now - television over IP. Even on the cellphone side, to replace the walky-talkie voice quality voice is moving (slowly) towards being over the data connection. SMS messaging is competiting with messaging over data, which is internet protocol.
There is going to be 2 pipes, IP over fiber/copper and wireless IP. The network is moving toward autonomous networks, controlled by artificial intelligence.
There simply will be less jobs in this environment going forward. And the workers will need to be versed in these technologies.
On the sales/service side, there will be some automation, like chat bots and so forth.
new cars don't need all that new c-ap, all it does is jack up the price and make us bigger wage slaves to pay it all off
Ok i am going to chime in here. Flack jacket on. I know i will be pummeled. I am 53 years old. I hav lived in the US for over 32 years. When I bought my first car in 1989 it had air, manual windows, a carburetor and am radio among other things like rear wheel drum brakes. I bought a car last week its had so many new stuff i am still learning about them ( i have bought vehicles since then). if a i drive too close to a vehicle in front of me it beeps and even apply brakes, if I am backing up and come too close to something or if another vehicle or person passes behind me it beeps (it may even apply brakes) if I plan to change lane and dont see a vehicle in my blind spot i see a flashing light and a beep, if i drift into another lane it beeps, show me in my dash that I am drifting etc. my point? Thing change. If we dont accept and adopt we will be left out in the cold. Its rough when changes come but peoples tastes change, lets not put the entire blame on the company but make ourself more marketable over the years so when changes come we can adjust. Finally save some money so we cam wealthier the changes. Its YOUR responsibility to improve yourself so you can adapt to the change NOT the company. Stop blaming the company. Ok go for the hits. i am ready.
I worked for AT&T, which was SWBT when I started back in 1998. The value of numbers far outweighs the value of its employees as well as its loyal customers. After 15 years, my office in Dallas was shut down and we were allowed to "follow our work" to St Louis or be laid off. Since I would reach my 20 years by the end date of this surplus, I took the lay off. Subsequently I was able to retire and draw my full pension. But for those who only had 18 years, 15 years, etc. they were able to either move to St Louis or get a nice severance package... but no retirement! After all that time invested in a company, our job means that much to this company, nothing more than the numbers the customers represent to them. It will only get worse...
Sales is in English - service, pot luck.
@UW1An4G-zjw, so, basically, you won't get decent service from AT&T unless you prove yourself worthy by spending half your paycheck with them? This is why AT&T is going down.
The reason is that AT&T’s Got Your Number (Lifetime Value), obviously you are someone who’s never worked in a customer support department, AT&T places a numerical value on each customer based on how lucrative their account is or will continue to be. When you are a brand new customer, you are assigned a customer number of 0. Keep paying your bill on time, buy a more expensive phone or plan and pick up some extra lines and you can bump your number up to about 3. Level 5 is the highest level and is reserved for large business accounts that spend thousands and thousands of dollars a year.
so if you have a 0-1, expect the sh--tiest customer service in the planet which would be without any doubt in Philippines or Bangalore.