Re: Verizon CEO Confident He'll Get Lost DSL Customers Back in http://www.dslreports.com/forum/r21708488 en Mon, 30 Nov 2009 12:17:31 EDT Mon, 30 Nov 2009 12:17:31 EDT Re: Verizon CEO Confident He'll Get Lost DSL Customers Back http://www.dslreports.com/forum/remark,21725765 anon : vol (verizon online) is a dlec (Data Local Exchange Carrier) and the call centers are overseas... fios fsc agents are in the states]]> http://www.dslreports.com/forum/remark,21725765 Mon, 12 Jan 2009 09:03:53 EDT Re: Verizon CEO Confident He'll Get Lost DSL Customers Back http://www.dslreports.com/forum/remark,21714258 br1an :
said by jc100 See Profile :

What many are not aware of is those warm bodies ARE NOT even Verizon employees. The same as sprint and other companies. The work for an organization called Teleperformance. How do I know this fact? I have had friends who worked with sprint and verizon. Basically, you are hired by Teleperformance and then subcontracted to the respective company. More or less, my friend said his training was watching a few videos and taking a few written tests to know the basics. So there goes your answer why we have warm bodies. Nothing is done in house. Training, while lasting a few weeks, seems to be sub par. In the end, you're left with people who don't directly work for the company they represent. There by, you remove any reason for them to give 2 shits or feel they have to go beyond simple answers. Sad but true. We all know if verizon was cutting their pay checks (same with Sprint's shit customer support), there might be a little better service. After all, people tend to work harder when A) Trained well B) are at the mercy of their company doing well for having an income =).
jc100 please do some research before you ever decide again to make such a completely misinformed and ridiculous post. Both technical support and customer service are Verizon Union Jobs, and they pay quite well. When you call in, you are usually going to get routed to a Verizon employee in the closest call center to your geographic region who will do their best to help you.]]> http://www.dslreports.com/forum/remark,21714258 Sat, 10 Jan 2009 02:21:48 EDT Re: Verizon CEO Confident He'll Get Lost DSL Customers Back http://www.dslreports.com/forum/remark,21713566 mystryfiostk :
said by jc100 See Profile :

What many are not aware of is those warm bodies ARE NOT even Verizon employees. The same as sprint and other companies. The work for an organization called Teleperformance. How do I know this fact? I have had friends who worked with sprint and verizon. Basically, you are hired by Teleperformance and then subcontracted to the respective company. More or less, my friend said his training was watching a few videos and taking a few written tests to know the basics. So there goes your answer why we have warm bodies. Nothing is done in house. Training, while lasting a few weeks, seems to be sub par. In the end, you're left with people who don't directly work for the company they represent. There by, you remove any reason for them to give 2 shits or feel they have to go beyond simple answers. Sad but true. We all know if verizon was cutting their pay checks (same with Sprint's shit customer support), there might be a little better service. After all, people tend to work harder when A) Trained well B) are at the mercy of their company doing well for having an income =).
Someone's talking out their azzz.

The overwhelming percentage of calls to a Verizon FSC are answered by Verizon union employees.

I don't need a friend of a friend to know this. ]]> http://www.dslreports.com/forum/remark,21713566 Fri, 09 Jan 2009 22:45:20 EDT Re: Verizon CEO Confident He'll Get Lost DSL Customers Back http://www.dslreports.com/forum/remark,21712980 HD_Ride :
said by Tzale See Profile :

said by More Fiber See Profile :

quote:
Only next year, after Verizon hits their 18 million homes passed mark, will the telco decide what to do next with FiOS.


Like fixing poor customer service?
What poor customer service? Verizon FIOS is a pretty flawless service. I have not had one complaint with it in the year that I have had it.

-Tzale
The “Service” and "Customer Service" are two different animals. Yes the service is the best, even the DLS service we had for 7 years must have had a 99.9% uptime for us. I think 3 or 4 times within that 7 year time period the DSL service went down, then maybe another 3 or 4 email outages, not bad for 7.5 years. Fios has been stable as well but the flip side is their customer service still sucks. It looks like you are a long time member; you must have seen a billing or install horror story along the way. Every time I’ve made the slightest service change it has triggered a billing error nightmare. Then you call and go though Auto-Assistant Hell before you actually get to speak to a live person. if you are really lucky your issue may get resolved in one or two billing cycles. the only thing that keeps us onboard is the service itself, it certainly isn't the customer service]]> http://www.dslreports.com/forum/remark,21712980 Fri, 09 Jan 2009 21:19:17 EDT Re: Verizon CEO Confident He'll Get Lost DSL Customers Back http://www.dslreports.com/forum/remark,21711949 Techie714 : Hey thats good to know. Companies that do that have my dollars! ]]> http://www.dslreports.com/forum/remark,21711949 Fri, 09 Jan 2009 18:40:33 EDT Re: Verizon CEO Confident He'll Get Lost DSL Customers Back http://www.dslreports.com/forum/remark,21711816 More Fiber :
said by Voyager2K2 See Profile :

What do you want? Cheap or somebody to hold your hand every time there is a problem?
I don't need somebody to hold my hand. What I detest is having to sit on hold for an hour or more to get through to somebody in billing to correct a bill that a) should have been right in the first place, b) was supposedly "fixed" the last time I called, and c) drags out month after month.
said by Tzale See Profile :

Verizon FIOS is a pretty flawless service.
I think you're confusing the product and the support. I agree FiOS is a technically superior product. I'm talking about the FSC and billing.

Apparently you've never had to call billing to get an issue resolved and wait in the call queue for hours, only to have someone tell you they will take card of it, and it doesn't get taken care of, or had to call the FSC to replace a dead router, only to be told it's my PC.]]> http://www.dslreports.com/forum/remark,21711816 Fri, 09 Jan 2009 18:12:23 EDT Re: Verizon CEO Confident He'll Get Lost DSL Customers Back http://www.dslreports.com/forum/remark,21710869 dennismurphy :
said by GreatBambino See Profile :

Most verizon wireless techs don't really work for verizon either. They are contracted out as well. How do I know this? I have a friend that is a tech at a store near me and I have a friend at a store in virginia that has told me the same.
The store technicians - yes, those are contracted out to a single provider.

The call center folks? All in-house. There are "overflow" contracts in place - so that if the regular call center is too busy, you'll get an outsourced person... BUT keep in mind that NONE of them -- VZW employees OR outsourced people -- are overseas. Everyone is right here in America.

N-O-N-E of Verizon Wireless is contracted overseas. Not the call centers, not the technicians, not the programmers, nobody. Everyone is here in America.

As someone once said ...

"The customers are here... the employees are here... the network is here ... why send support overseas?"]]> http://www.dslreports.com/forum/remark,21710869 Fri, 09 Jan 2009 15:35:17 EDT Re: Verizon CEO Confident He'll Get Lost DSL Customers Back http://www.dslreports.com/forum/remark,21710395 GreatBambino : Most verizon wireless techs don't really work for verizon either. They are contracted out as well. How do I know this? I have a friend that is a tech at a store near me and I have a friend at a store in virginia that has told me the same.]]> http://www.dslreports.com/forum/remark,21710395 Fri, 09 Jan 2009 14:17:23 EDT Re: Verizon CEO Confident He'll Get Lost DSL Customers Back http://www.dslreports.com/forum/remark,21709278 Tzale :
said by More Fiber See Profile :

quote:
Only next year, after Verizon hits their 18 million homes passed mark, will the telco decide what to do next with FiOS.


Like fixing poor customer service?
What poor customer service? Verizon FIOS is a pretty flawless service. I have not had one complaint with it in the year that I have had it.

-Tzale
--
Neoconservatives (G.W.B) are not true conservatives. A conservative believes in defending the Constitution. First they ignore you, then they laugh at you, then they fight you, then you win. - RON PAUL 2008]]> http://www.dslreports.com/forum/remark,21709278 Fri, 09 Jan 2009 11:24:38 EDT Re: Verizon CEO Confident He'll Get Lost DSL Customers Back http://www.dslreports.com/forum/remark,21709184 N3OGH : Only time I've had to call Verizon customer service for DSL was when my friend's router went down, and he didn't know the user name and password. Person was clearly foreign, but got the job done.

The real story (at least for me) is the fact that in the 3 or 4 years I've had DSL with Verizon, it's been rock solid. No slow downs, and pretty much zero down time. Never even went down during an extended power outage we had a few years back (I keep my "mission critical" stuff behind a UPS).

I would prefer cheap, with less then stellar tech support. Especially if it works well.

Then again, I probably know more than the tech support folks, but hey, why pay twice ;)
--
Petty people are disproportionably corrupted by petty power…]]> http://www.dslreports.com/forum/remark,21709184 Fri, 09 Jan 2009 11:10:20 EDT Re: Verizon CEO Confident He'll Get Lost DSL Customers Back http://www.dslreports.com/forum/remark,21708913 lolwhat : As one of those former Teleperformance employees - actually, I worked at CallTech before Teleperformance acquired them - I can tell you more reasons that people don't give a shit:

* I was paid nine dollars an hour, and I couldn't get "benefits" (a term I use loosely) before ninety days of employment.

* I might get yelled at, later on, by Quality Assurance if I couldn't resolve a customer's problem. I definitely got yelled at, immediately, by the floor supervisor if a call were taking longer than x number of minutes, no matter how complex the problem was. Some supervisors would outright encourage people to hang up in the middle of a long call; one was fired for actually hitting the End Call button himself on numerous occasions.

* The floor supervisors also had other, passive-aggressive ways to take it out on you if you "messed up their numbers." In one case, I was denied a reward (albeit meager) that I was supposed to receive for extremely positive feedback from one customer. The supervisors were getting pressure from higher up the chain, of course, but it was they who directly made your life miserable. The upper ranks didn't soil their shoes in the call centers, unless they were having a press conference with some public official.

I could go on, but I think you see my point. Even if Verizon wrote your paychecks directly, how motivated would you be?]]> http://www.dslreports.com/forum/remark,21708913 Fri, 09 Jan 2009 10:24:21 EDT Re: Verizon CEO Confident He'll Get Lost DSL Customers Back http://www.dslreports.com/forum/remark,21708831 jc100 : That I'm not sure about, so I'll take your word. Call support, that's definitely external. Hence, I think if these companies REALLY want to improve upon things, they'd resolve this problem. If you got your OWN staff that you train properly, you then insure consistency. When you subcontract, you are at the mercy of that company to do it all. Plus, people feel less obligated to care when their job is not directly associated with said company's performance.]]> http://www.dslreports.com/forum/remark,21708831 Fri, 09 Jan 2009 10:10:27 EDT Re: Verizon CEO Confident He'll Get Lost DSL Customers Back http://www.dslreports.com/forum/remark,21708747 Niarlan : At least wireless is done almost all internal.]]> http://www.dslreports.com/forum/remark,21708747 Fri, 09 Jan 2009 09:56:06 EDT Re: Verizon CEO Confident He'll Get Lost DSL Customers Back http://www.dslreports.com/forum/remark,21708573 jc100 : What many are not aware of is those warm bodies ARE NOT even Verizon employees. The same as sprint and other companies. The work for an organization called Teleperformance. How do I know this fact? I have had friends who worked with sprint and verizon. Basically, you are hired by Teleperformance and then subcontracted to the respective company. More or less, my friend said his training was watching a few videos and taking a few written tests to know the basics. So there goes your answer why we have warm bodies. Nothing is done in house. Training, while lasting a few weeks, seems to be sub par. In the end, you're left with people who don't directly work for the company they represent. There by, you remove any reason for them to give 2 shits or feel they have to go beyond simple answers. Sad but true. We all know if verizon was cutting their pay checks (same with Sprint's shit customer support), there might be a little better service. After all, people tend to work harder when A) Trained well B) are at the mercy of their company doing well for having an income =).]]> http://www.dslreports.com/forum/remark,21708573 Fri, 09 Jan 2009 09:23:15 EDT Re: Verizon CEO Confident He'll Get Lost DSL Customers Back http://www.dslreports.com/forum/remark,21708488 Voyager2K2 :
said by More Fiber See Profile :

quote:
Only next year, after Verizon hits their 18 million homes passed mark, will the telco decide what to do next with FiOS.


Like fixing poor customer service?
Since back in 1999, Paraphrasing Justin: Warm bodies to answer phones are always going to be the biggest expense for broadband providers.
What do you want? Cheap or somebody to hold your hand every time there is a problem? I have been with VZ since 1999 and I always was able to get my DSL (now FIOS) worked out in a day or two (once).]]> http://www.dslreports.com/forum/remark,21708488 Fri, 09 Jan 2009 09:03:25 EDT Verizon CEO Confident He'll Get Lost DSL Customers Back http://www.dslreports.com/forum/remark,21708395 More Fiber :
quote:
Only next year, after Verizon hits their 18 million homes passed mark, will the telco decide what to do next with FiOS.

Like fixing poor customer service?]]> http://www.dslreports.com/forum/remark,21708395 Fri, 09 Jan 2009 08:43:40 EDT