jc100
join:2002-04-10
| reply to Voyager2K2
Re: Verizon CEO Confident He'll Get Lost DSL Customers Back
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 =). |
|
Niarlan
Excelsior
Premium
join:2002-11-09
Manville, NJ | At least wireless is done almost all internal. |
|
jc100
join:2002-04-10
| 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. |
|
lolwhat
We Are Toast
Premium
join:2001-06-11
USSA
 ·AT&T Midwest
 ·Future Nine Corpor..
| reply to jc100
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? |
|
GreatBambino
join:2002-05-13
Rexburg, ID | reply to Niarlan
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. |
|
dennismurphy
Put me on hold? I'll put YOU on hold
Premium
join:2002-11-19
Parsippany, NJ
 ·Optimum Online
| said by 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. 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?" |
|
Techie714
join:2005-08-02
Anaheim, CA | Hey thats good to know. Companies that do that have my dollars! |
|
mystryfiostk
join:2008-07-17
00000
| reply to jc100
said by 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 =). 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. |
|
br1an
join:2003-09-21
Syracuse, NY
| reply to jc100
said by 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 =). 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. |
|
fios grunt
@verizon.net | vol (verizon online) is a dlec (Data Local Exchange Carrier) and the call centers are overseas... fios fsc agents are in the states |
|
