Anonymousss
@alltel.net
| reply to thewebgeek
Re: Windstream DSL Helpdesk Closing
This really makes me sick to my stomach..
The fact that we provided our own technical support and did not outsource, honestly, surprised me a little bit when I joined the helpdesk almost 4 years ago.
I had worked at an American-based outsourced tech support center in the past where it truly was a "read-the-script-and-get-them-off-the-phone-ASAP" type of environment and have since dealt enough overseas operators and phone-robots to drive anyone insane. I assure you, Windstream was not such a place.
Walking into the then-Alltel Internet Customer Care Center was like breathing in a breath of fresh air. You'd see techs with C++, perl, and Cisco books on their desks, first-tier techs that had no trouble navigating IOS or re-provisioning a DSLAM, even a few techs linking together chain-mail while troubleshooting why a connection just would not work.. This was like nothing I had seen before.. I loved it.
But little-by-little it all started chipping away.. Until technicians were no longer technicians, they became "Customer Service Representatives".. I've been praised and I've been belittled by customers over the years but I always felt that I was actually helping, as opposed to just following a script as so many other "support centers" do.
Now, rather than fix the mistakes in steering the helpdesk in the wrong direction, those at the helm let the ship sink.
I met my fianceé and many friends there, and I wish the best to all whose jobs and livelihood is being affected for the sake of the almighty dollar.
I no longer work at the helpdesk so I guess I dodged the bullet this time, but it still makes me sick.
Goodbye Broadband Customer Care Center, you will be missed. |
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outsourcingblows
@alltel.net
| reply to Wildcat
I work at Windstream and the news of this has made me a little bit disgusted at my employer. But not only are the Tech Support Reps being outsourced to India, they are also consolidating their Customer Service Operations from the Dalton and Cornelia GA call centers to just the Cornelia call center. Keep in mind ive just gotten out of an 8-week traning class to be a CSR about a month ago at work at the Dalton Call center. And theyre consolidating Financial Services, SAG, and Assignment to the Dalton call center. This means I have to move to an entirely new department within the next few months by applying for openings, or I will simply be moved. Most likely to Financial Services since I have no senority. As for the CSR's that Windstream has left in America, they are most likely keeping them here because we are primarily trained from day 1 to be sales reps, not service reps. And Im sure they have the common sense to know that no one is going to sign up for DSL or Dish network from a person who cant even speak decent english. |
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Piggie
I Actually use Windstream
Premium
join:2005-11-23
Orange Springs, FL
 ·HughesNet Satellit..
 ·Windstream
| reply to Wildcat
said by Wildcat :
Planners got six months notice, Salina and Lincoln get 3/2. They're not consolidating those two desks. Based on Wildcat's statement here and nothing else, no reference, no link, no nothing but knowing how cooperate American now works; This at least to me bares credence to my earlier statement, there was no trial period. Well there was sorta, had to determine if Wipro Technologies was a good outsourcing company and they would answer promptly, talk plain enough, etc or they should seek another outsourcing company. Not if outsourcing worked for Windstream and it's customers.
Now if that got too complex to follow, they were testing if they liked Wipro Technologies or not, but plans to outsource were a done deal it sounds like to me 6 month ago.
This post to this point is based on reading between the lines, knowing current American business practices and not on inside knowledge, nor on any documented link or source reference. But I add, had Wildcat been interviewed and what he said printed, I could then shift the blame to the publisher or news director and to some it would be more true. Funny people believe the news.
said by outsourcingblows :
As for the CSR's that Windstream has left in America, they are most likely keeping them here because we are primarily trained from day 1 to be sales reps, not service reps. And I'm sure they have the common sense to know that no one is going to sign up for DSL or Dish network from a person who cant even speak decent English. Hughes, Dell, HP, and others know this like the back of their hand. Sales will always be stateside.
========================
Source from Google that Evilghost referenced, here are their cooperate address and phone.
4001 Rodney Parham Road
Little Rock, AR 72212
USA
+1-501-748-7000 (Phone)
from reference »finance.google.com/finance?q=windstream
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| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with OpenWRT WR0.9 | 2 downstream switches feeding 5 total clients (no wireless) | Including the Data port on the side of my neck | |
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Wildcat
@rr.com
| reply to Wildcat
I'm not here to convince the press. If I had that aim then we'd contact them. They couldn't care less. No media outlet (that I've seen) has mentioned outsourcing once yet. They've only shown a pr person saying "windstream is restructuring". My purpose here is (pointless?) venting. Anonymousss pretty much said it all in his post, right down to the chain mail. Considering the size of ws and the problems that come with a vast network, we tried to hold it together as best we could. I think we did a pretty good job. I'm biased but honestly we got a pretty good bunch of people. Everyone got along remarkably well and even if someone got on some body's nerves it would blow over pretty quickly. I hope and pray that all of us find a positive resolution to this. For now I have to sit back and laugh and wonder whats going to happen the next time drs/infranet/cams/etc goes down... Does anyone even care at this point? Ha. Don't worry customers, we're still professional. |
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sophi_psych
join:2007-05-22 | reply to Anonymousss
Anonymousss, I don't think I or anyone of us could have stated it any better. |
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mojo1
join:2006-12-05
Jefferson, GA
·Windstream
| To everyone at WindStream,
I have had my ups and downs with WS for 1 year now. Thanks to you, my connection is now stable. I have had issues with WS since the day my connection was active and have had discussions with numerous people on the help desk.
Throughout this entire time, I have always said how helpful you guys and girls have been to me. I've also said that I am thankful that everyone who answers the phone spoke English in such a way that I could understand and that is the ONLY reason I stuck with WS. I was so impressed that I was speaking with people in the states that I stuck it out and YOU were able to resolve the situation, despite whatever went on behind the scenes. I've always felt that you were handicapped by the higher-ups, and now I know it is true.
Unfortunately, I have no other choice right now. But, I assure you that once another choice comes into town, I am gone. I refuse to send my money overseas, especially given the current situation. I wish I had a solution for all of the WS employees that are losing their jobs. I cannot even imagine what that is like as I've never been in that situation. I honestly hope that all of the employees that are affected are able to recover from this blow. Again, I really can't imagine.
At any rate, I just wanted to say thank you for doing the best that you were allowed to do. Now I realize that it was a fantasy that this American company, whose employees cared about their customers, would remain true to their revenue source.
It truly makes me sad to think that the majority of WS customers will never hear of this or know what went on. They never know when their connection is unstable and never call about it. These customers are the ones that Windstream is counting on to make their revenues - not us that really depend on the service. The upper-management counts on this fact and they are right - it will not have any effect, negative or positive, on their business model. As much as this hurts those of us in this forum and especially the employees losing their jobs, it is true.
If it is any consolation, there are several companies offering jobs in a call center environment where the employees can work from home. There is a trend where large companies are realizing that, for nearly the same cost as sending jobs overseas, they can use home-based agents here in the states without the bricks and mortar installation. It is a great concept and I really think it will recapture the overseas outsourcing. I know it will not make things better for those who are affected within WS, but it is at least hope that this trend will correct itself with home-grown ingenuity.
I work in a call center as well. I would like to think that we cannot be replaced with overseas labor, but I never know. We are already sending data entry jobs to India now because of the cost savings. I can only assume that my job will be next.
Sorry for the rambling, but I have thought about this all day since I heard the news and felt I needed to get this off my chest.
Again, all the best to the WS employees who are affected by this short-sighted decision. I honestly feel it will affect the company negatively in the long run. I think I will go set up some put options on WS stock... |
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evilghost
Premium
join:2003-11-22
Springville, AL
·Windstream
1 edit | reply to Wildcat
I've been pricing Static IP over Dialup, the cheapest I can find with a local POP is around $24.95/mo. A second line costs $22.80, however, there's a 'My Line' package that is $9.99 and with all the regulatory fees/taxes bumps it to $16/mo.
I can take the bandwidth hit since I mostly rely on static IP for my mailserver and webserver.
So, static IP dialup + secondary line = ~$40
Static IP DSL = $50
Can any Windstream employees think of any cheaper secondary line packages? If I can get the price down to $30 I'll pull the trigger. |
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shadowfax
Premium
join:2007-01-06
Lexington, KY
| reply to Wildcat
To qualify for the "my line", you have to have a "connect" call feature package on youre main home line. The "my line" does come with call id/waiting, and 3 way, with free install of 1 outlet for it in youre home. You wont qualify if you have only greenstreak. |
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shadowfax
Premium
join:2007-01-06
Lexington, KY
| reply to Wildcat
While some of you disagree with unions in general, this is the kind of thing we dont stand for, we want fair wages and benefits, and job security for our membership. In return, we provide our customers with outstanding service, and real solutions for all communication needs. It can be tough going into someones home, after the company has pissed them off, then I get the brunt of the frustration with threats of them leaving us, with lots of rudeness. Union or not, we have lots of good folks on the local level, so dont hold a few money making decisions by the corporate big wigs against every one of the hard working people who are keeping this thing running. |
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Call Center Temp
@rr.com
| reply to Wildcat
There has got to be some way that we can take back our country and our lives. When you think of companies that are "American" what comes to mind? McDonalds? Walmart? GM? I know the market demands cheaper prices but isn't that often due to the fact that the consumers aren't making that much money either? It is honestly a situation where the rich get richer and the poor stay poor. Not only do they stay poor but they get sick with no way to afford care and then they lose their homes, if they had one to begin with and their children cannot afford to go to college, if they had kids, unfortunately one way for the poor to get a little bit ahead is to give up the dream of having a family. What is the point of a family anyway if you are working so many hours that you are unable to spend any time with them? We aren't even working together anymore. We allow corporations to pollute the environment and send jobs overseas. We don't demand benefits or job security anymore.
With the internet and the ability for all of us to be linked together so easily why hasn't there been any great movement to get this country back on the right track? I know it takes a lot of money to make things happen especially when it comes to the laws and government. The only thing more powerful than money would be a lot of voices and bodies. A lot! I feel like the only reason that people will not step up is because they fear it will get worse before it gets better. Well it is going to get worse either way people! For those of you who feel like you are not affected. You are! How do you feel when you go to Walmart? Do you know where a lot of those goods are made? Do you realize that most of those employees are not insured and in fact have been encouraged to look to the government for aid? Do you realize that they often spend a lot of their paycheck from Walmart at Walmart? They cannot afford not to, with how low of a wage they make and the discount that they are offered. For those of you who have never been to Walmart, where does your money come from? Is it family money? Do you own your own business? Do you suppose that some of it came from illegal dumping or cutting of employee benefits?
Outsourcing?
I'm not a religious person, but there is evil in this country that I know we could be rid of if someone would step up and offer their leadership. I often think of what I could do to start the revolution but it is a very scary thought. |
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Piggie
I Actually use Windstream
Premium
join:2005-11-23
Orange Springs, FL
·HughesNet Satellit..
·Windstream
| I could not agree more. It affects us all. I can go on and on, but Call Center Temp. You have covered what I didn't elaborate on to the tee.
I call for other's that are premium members in solidarity with the CS reps to change their posting tag like mine to
"STOP SELLING AMERICA".
Thanks Piggie :@(
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| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with OpenWRT WR0.9 | 2 downstream switches feeding 5 total clients (no wireless) | Including the Data port on the side of my neck | |
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markr64
join:2000-08-31
Lincoln, NE
|  reply to Anonymousss
Like Anonymousss - I was a Alltel ICCC rep too and after 4 yrs for working there - I started seeing the writing on the walls and need to get out before the sell off or buy out happen.
I agree, this makes me sick also. Hard working people loosing their jobs because the "MAN" is not making enough for his pocket in AR.
And to my fellow Tech Support - watch out we will be next. So keep your knowledge up to date and if you can take some classes to Cert Exams.
Myself - I am planning to remove myself from the Alltel/Windstream payout and see what happens. Also we will see what happens when I start telling my friends that use Windstream, that I recommend switching to someone else.
Good luck to my fellow Tech Support on the ICCC help desk in both KS & NE. |
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mojo1
join:2006-12-05
Jefferson, GA
·Windstream
| reply to Call Center Temp
Temp, I do not shop at Walmart for this very reason. While it isn't because I have a lot of money, but I know what Walmart is doing to this country. Most don't see it, but it seems you do. Maybe they are the poster child for things like what WS is doing, I dunno. I have not been in a Walmart for months.
I wish more people would wake up and realize what you do. I know Piggie is on board (oink). If you look at the Chinese economy, I'm sure you know where Walmart ranks. Sam is probably turning in his grave right now. Great concept to start with and very profitable. But, they have found a way to make it more profitable by partnering with the Chinese. This is basically the same thing WS is trying to do. |
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Piggie
I Actually use Windstream
Premium
join:2005-11-23
Orange Springs, FL
·HughesNet Satellit..
·Windstream
| I am well aware of what cooperate American is doing to us. They have the politicians in their pockets, and don't even scream Bush, cause the Dems are just as guilty. Where do you think they get campaign money from? It costs in the order of 150 million to even run for President. It would take someone again that had the money Ross Perot had to do it without the influences. (no endorsement for his party, just an example of the kind of money it would take personally to run for President).
=================================
Just in case you forgot or don't know were to change your Posting Tag;
Memebers > Prefs > Forum Prefs.
Please change it those that can for lets say till next Sunday is solidarity with the CSRs.
Piggie :@)
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| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with OpenWRT WR0.9 | 2 downstream switches feeding 5 total clients (no wireless) | Including the Data port on the side of my neck | |
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Wildcat
@rr.com
| reply to Wildcat
Wal-mart is destructive on multiple levels. Every time you think you're saving there you're missing the bigger picture-American jobs are gone, the mom & pop stores that helped make this country great have been forced out,numerous companies are forced into bankruptcy because they made a huge order for Wal-Mart then Wal-Mart decides they can get it cheaper leaving that company high and dry because no one else can buy their product on that scale, they treat their employees like dirt and even if you don't shop at Wal-Mart you're still helping them out because most communities give them huge tax breaks or defer certain taxes all together just to get them to build in their towns. Now that Super Wal-Marts have started expanding their grocery sections they will also start dictating the price of crops/livestock because they're going to be the biggest buyer. One of the funniest things about Wal-Mart is their own store brand of clothing called "Faded Glory". It's stuff like t-shirts/pants/whatever and the tags have a little picture of the American flag with Faded Glory over it. It's all made in China of course. HA. Faded Glory. I hope the irony isn't wasted on their customers. |
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Piggie
I Actually use Windstream
Premium
join:2005-11-23
Orange Springs, FL
·HughesNet Satellit..
·Windstream
| Again, no one is posting a bunch of bloody links, but every word of Wildcat is saying I have heard over and over. Much I have seen with my own eyes, so link to my optic nerve.
I can say our county while allowing 2 super wal-marts did kick out their distribution center. Which they should have done it the other way around.
But really probably enough picking on Wally World, as they are probably the most obvious Selling of America that is nation wide.
But really they could almost be just a symptom of the larger picture that allows them to procure foreign goods so cheap.
And cheap yes, worth a flip no. A coffee drip maker used to last me years and years, probably about 5. I have been through 3 in the last 2 years. Junk.
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| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with OpenWRT WR0.9 | 2 downstream switches feeding 5 total clients (no wireless) | Including the Data port on the side of my neck | |
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ArchAngel21x
MacFan Pro
Premium
join:2001-10-28
Lincoln, NE
·Internet Nebraska
| Here is a link
»www.bizjournals.com/charlotte/st···y20.html
Here is another link
»www.saljournal.com/Story/windstr···_closing |
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AnonymousOne3
Former Broadband Rep
join:2007-08-04
Salina, KS
| Yeah and whats funny about the saljournal article...it says "it makes sense to consolidate to an area where Windstream has a customer base". Lincoln is a large windstream market, if that is a true statement...why is the NE desk shutting down? PR has sugar coated this thing so badly and the severance package sucks. ALL TIER1 SUPPORT WILL BE INDIA! Only tier2 support will be in OH. |
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Seph83
Gone Insane
Premium
join:2004-04-29
Blairsville, GA
·Windstream
| reply to Wildcat
I figured that this would happen sooner or later. I was expecting it when Windstream got a little bigger than they are though. I guess we can call another company's Help Desk the "Helpless Desk". The biggest problem with this country is that nearly everyone cuts corners where they can get away with it.
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"I've Gone to Find Myself. If I Get Back Before I Return, Keep Me Here!!" |
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Fulltimerep
@alltel.net
| reply to Wildcat
If we are consolidating to area where Windstream is at, then when did we get service in India. I feel sorry for all of the customers who have to deal with those reps. I hear on a daily basis how customers are glad that they can understand the rep and are able to troubleshoot. I don't care what service everyone uses, I just hope it works well enough that you won't have to call tech support after 12/7. But if you do, just ask for Tier II. |
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