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Comments on news posted 2007-08-22 08:24:48: An AT&T employee this morning e-mails us: "AT&T is now having people in India do all the job functions of the techs at 'ASI' also known as broadband assurance. These are all top pay union jobs. ..
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Malanthius
@pacbell.net
| The real deal I've been a testing tech since DSL started here in LA. I'm part of the 400 potential lost jobs. I'll tell you this. If it wasn't for the offices here in California ATT's data services would NOT be where they are today! Everyday is a constant apology to customers pissed off with our tier1 support overseas. I can't blame the customers, they have every right to be pissed off!
I could go on and on with examples of the problems caused by these so called techs. They have no idea what they are doing! Our service center is so overloaded with work that the wait time to get through to us can be up to 30 mins or more. Why? Cause we are doing tier1's job that they still have not learned after what 4 years??? From simple password issues to a misplaced filter that takes me 5 minutes to correct!
Now our brilliant management team thinks that these techs overseas will be able to do our jobs as well? It's unbelievable. And everyday they fill us with propaganda about how the customer comes first! Customer service is number 1!. Be honest guys! The almighty dollar is all this company cares about! Now don't get me wrong. A business needs to make money. But don't for once think that this company is hurting. Did anyone see former CEO Ed Whitacre's retirement package? »blogs.wsj.com/deals/2007/04/27/e···irement/
$158 million dollars, Not to mention other perks, such as country club fees ($25,000) and automobile benefits ($24,000 a year). Give me a break! No man is worth that. Especially one that lied to his employees preaching about customer service and doing nothing but make it worse for our customers to insure his over inflated severance.
Am I bitter? You're damn right I am! I pride myself on taking care of my customers, like most of the people in my office. This is a slap in the face from a company that owes us a debt of gratitude.
So here is my prediction for the future of your DSL service. Expect long delays in getting a tech to come to your house or business to fix a problem that could have been resolved over the phone. That is if Tier1 actually knew how to troubleshoot. On top of that most of these types of problems are billable to the customer. So perhaps this is another way of the company to create revenue  .
Do yourselves a favor. Someone posted the email address to the new CEO in this blog. If you are as outraged as I am and actually would like to insure good customer service write him and express your thoughts. It's either that or there's always cable to try. I wouldn't blame you!  | |
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ReVeLaTeD
Premium
join:2001-11-10
San Diego, CA
| My comments - about offshoring, and unions. First, unions. They're crap. Always have been. I had a high paying, great benefit union-based position before, at this very company in fact. Forced to pay union dues even if I chose not to be a member, staff is overworked and overpressured to sell even to people who already have everything, lots of lies and ambiguity. It was horrid. Great pay, but when you just don't LIKE what you do, who cares about great pay? And CWA is the worst of the worst; they don't care about the individual employees, they're in bed with AT&T to the fullest. Let there be even the slightest bit of doubt about something and CWA will "encourage" you to resign.
Now, offshoring. I'm fine with offshoring things like data entry, filing, basic administrative duties, but the offshore reps should NEVER be on the phone. That's what causes the complaints; having to speak to someone with a super heavy accent, you can't understand them, they can't understand you, they're clearly reading from a script and are fully incapable of assisting you. Keep them off the phone. Phone reps should always be American residents with full comprehension, and expression, of the English language. | |
| rsanz
join:2003-04-01
Chandler, AZ
| Insourcing or Outsourcing, it's all Job Destruction The AT&T outsourcing isn't anything new but it sure is sad for those that lose their jobs. Most of those people will be hunting for jobs in very bad job market so their long term outlook for careers is bleak. Even worse, what companies don't send overseas won't necessarily be jobs that Americans will be able to take. Any job that can't be outsourced can be insourced by the use of foreign "temporary" workers on visas such as H-1B, L-1, TN, etc.
It's not a pretty scene for American workers. Corporations have found a way to force Americans into a form of global labor arbitrage. I'm not sure most people in the U.S. have figured this out yet, but they will as they see their middle class lifestyles disappear.
To keep up with the latest news and analysis of outsourcing and insourcing, get on the free mailing list for the Job Destruction Newsletter. To find out more, go here:
»www.jobdestruction.info/ShameH1B···News.htm | |
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dum dum again
@swbell.net
|  I couldn't agree more.
CWA is the worst. The President of our local is married to an AT&T manager. WTF is that? Conflict of interest maybe? We ask the union for updates, status, future plans, and they act like we don't exist. Our union is NEVER proactive, only reactive. The company tells them to jump and they ask "how high sir?"
For years I've been told how invaluable I am to the company and customer service is a priority while at the same time I've been told to lie to customers about dispatch times and ticket closures. Well I feel sorry for customers now. A person in India won't have any sympathy for you, or give two craps about your fat American butt. At least I'd fight for you if I thought you got a raw deal and you weren't being an a-hole about it. A person in India will have almost no accountability. It's not like you're going to see them at the little league game Saturday.
But then again, the customers have demanded Walmart prices and now they're going to get Walmart service. | |
| jmullins37
join:2002-06-18
Niceville, FL | non union workers are just jealous Go find a real job instead of Walmart girls and boys. | |
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fatmanskinny
Premium
join:2004-01-04
Wandering
 ·Comcast Digital Vo..
 ·Comcast
| Is the glass half-full or half-empty? My take on outsourcing is that it is generally not a good idea because the service level tends to drop dramatically and my calls to support get longer and longer because I do not understand the agents.
On the other side of that, corporations will do what is best for them even if it means shipping jobs overseas. What we have to do as people is starting fighting with our money, not just our mouths.
You don't fight a fire by spraying gasoline on it. You fight it with water because that is what takes it out. Same with the corporations that we perceive as devaluing American workers. We have to begin (and continue) to fight with our money...that is the life of corporations. Also, we have to get actively involved in furthering our own individual lives all around and then spread that out to our communities and beyond.
Corporations and government will do what we continue to allow them to do.
--
The only place where Success comes before Work is in the dictionary. | |
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Dum Dum
@swbell.net
| Anyone spot a trend? Newsflash:
"Dell profit up 46 percent thanks to cheaper components
Dell Inc. reported a profit of US$733 million for its fiscal 2008 second quarter, up 46 percent from its mark of $502 million for the same period last year." After making all that money what is Dell's next move? Going to Disneyland? NO...
Dell is making progress on a long-term plan to reduce its operating expenses, CEO Michael Dell said in a statement. The company will do that through layoffs, improved productivity and investments in its infrastructure. In May, Dell announced it would lay off 8,800 people, about 10 percent of its workforce.
In recent months, Dell has also made a major change in its business plan by augmenting its online direct-sales model with deals to sell its PCs through retail partners such as Wal-Mart They made millions - in ONE quarter. So now they're going to lay off more workers. Oh, and there's that Wal-mart thing again. Union or not; Your job will be leaving America soon.
Source:
»news.yahoo.com/s/pcworld/2007083···MiZkM3wV | |
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