Thread regarding Verizon Communications Inc. layoffs

Post is true to working in the call center union employee. They can force mandatory overtime up to 7.5 hours per wk. They pay 65k per year is great. Yes lower lever management does harass for sales ,also to make sure you offered every product ,gave enough empathy and managed the customers objections to your sales offer.No job openings that are non management open very often.so you will be stuck on the phone if you choose to stay for the money.After the 1st year most hate the job and the customers ,the easy sales calls are routed to vendors .you mostly get disconnect calls or the one b--ching about the bill being to high and Vz gives you no competitive pricing so your hands are tied.

I'm thinking this post has to be with regards to the Fios call centers, not wireless, and YES, OT was absolutely mandatory and not voluntary. It's one of the reasons I chose to leave. The pay was great, about $35 an hour at top rate + bonuses but the consistent harassment by "managers" who were hired in off the street and know less than nothing and can offer zero assistance is maddening. My manager didn't even coach us due to service levels, just put coachings that never happened in the system and tried to hold us accountable for them.

Yea. Expect to be riffed just like IT! They dont need to pay you when its so much cheaper overseas! If you were offered the package. Take it!

@1wim Right on! We take the good with the bad, and keep on rolling along. Greener on the otherside, the grass always isn't.

I'm in a call center as well and while I'm definitely not defending the company or how the call centers work in terms of metrics, a lot of this post I don't agree with or see, at least not in my center.

For one overtime is NEVER forced, especially not an extra 8 hours a week. If you have a manager that is making you do that then you need to bring it up with your SM / HR.

I'm also curious what position you're in to be making 65k a year but still be hounded by a low level manager? I'm in tech where we make more than CS and only a few very tenured people who have kept their raises throughout different positions over the years come close to making that much. Someone who has been with the company for 2 years in a call center simply does not make that much money.

Calls and metrics are what they are (c-appy) and coaching doesn't do anything but waste everyone's time, but if you are going to have to work a call center position this is one of the best ones to work. I can't believe I'm actually defending this job lol as I have been so stressed from it too, but no one is forcing us to stay here. I guarantee this is exponentially better than working at a vendor center.

When I started 25 years ago at then Pac Tel Cellular /Airtouch you had to have a degree from College to even work in the Customer Care call Center. I got in and then continued to work my way up. Now I don't even think you have to have a HS diploma so you get what you pay for. I can't even imagine that job now, the public demands are out of control, if their phones don't work on a submarine they throw a fit, but that is our society today.Me Me Me. Glad I worked in a time whrn people still had manners and didn't expect to sit on a couch and get paid.

Thanks to @hzy for recognizing how hard the call center job truly is. Those same OP’s posting about the “skillless call center workers” are the same people that damn near cried like babies during strike. Imagine the mean and horrible abuse demonstreaded in some of these chats times 10! That’s what the call center workers deal with all day—bullies behind a phone or text!

The survey system is the worse. Voice of the customer...that's just crazy. Do you know how many nut jobs call in complaining about their bill or devices or anything under the sun, we get yelled at, cursed at...even Mother Theresa could not overturn the voice of the customer survey system which hits your performance. Example Hurricanes in FL and there are multiple outages. Customer says Rep is great but Verizon S---s...guess what . Your survey gets hit and can't be overturned and management simply knows as it's a process that comes from the very top. We are set up for failure. Tmobile started winning JD power for Customer service because they have departments dedicated for each function not Tech Support take every call type including billing, loyalty....maybe VZ will wake up. For now if the customer says Verizon did not fix their car radiator just know it's a failed survey for the rep and nothing can be done it's that ridiculous

dont worry you will be rebadged to an outsource call center VERY soon!

All those complaints... Did you walk away from the money? I would assume all those sales that you have to do is probably what makes the money you collect on paydays. It never ceases to amaze me at people who complain about what they do but still choose to do it. Maybe you have to work for what you earn? I mean doesn't Walmart pay $12 an hour? Maybe you're one of those young ones who think they should be able to just sit home and collect the money from their couch.

it's a sh*tty job. They earn their pay

Golden handcuffs, poor training, good money and bad managemebt. That's all true.

The forced OT I disagree with, Ddon't see that.

Back in the day there was 4 weeks of call center training.

Did that job during strike duty and left with a much better respect and appreciation for the work. It is difficult and stressful, made worse if you don't fully know what you are doing. Many positions trap people with the pay. The golden handcuffs.

Welcome to McDonalds can I stand here aimlessly while you tap on a Kiosk screen?

An entry level job is what you make of it. Grow or Atrophy...at your own discretion.