It's simple, if verizon was not going to close more or all the centers then why not make an announcement to all the centers from higher level management stating this in an email? Seems pretty cut in dry on how to assuage people's fears.
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HBA Is being offered EXTERNALLY and not internally right now. Somethings up but they won’t say until very last minute like always and then leave everyone to scramble before the holidays.
To the poster who listed the centers - can you answer any of the questions you posted? What are you trying to say?
You're right chicken little. All centers will be closing on 12/24/19 and calls will be outsourced to India starting Xmas day.
Take good news when you can get it. No one is going to hold your hand and tell you it's all going to be ok.
Let’s look at the Care centers still open:
- Rolling Meadows
- El Paso
Then, you look at the Business/Gov’t centers still open:
- West Valley City
What are the call volumes and what % of calls are going to VZW-owned centers/HBA vs outsource? You also look at where the leases for the centers stand (based on some of the recent closures, the 10 year mark matters from a lease or tax abatement view).
"How often would you like mgmt to meet with employees to assuage their fears of centers closing?
Every month? Every week? "
How about for once!
Considering the highest level of management and below has NEVER once addressed these fears with an announcement or meeting that the centers are not closing; you could start with that.
"At this moment, there aren't any plans to close vzw centers. That's the best you can hope for. Accept good news"
You said yourself "At this moment, there aren't any plans to close vzw centers."
"At this moment" is not a definitive answer.
Thanks for playing
How often would you like mgmt to meet with employees to assuage their fears of centers closing?
Every month? Every week?
At this moment, there aren't any plans to close vzw centers. That's the best you can hope for. Accept good news.
@3xkc if you are in the know that none of the centers are closing why don't the centers address everyone's concerns in a meeting? If you are so privy to this knowledge you also must know how verizon is going to save 6 Billion dollars by Jan 2021. Enlighten us and tell everyone
how Verizon is not going to close centers and still manage to save 6 billion.
Well at least they will let us go home based if the centers close. The store reps don’t get that option if a store closes...
Yeah to the rep saying the stores do The work for CS...please let ur store buddies know to quit telling customers to just call customer service to get their upgrade or activation fees waived k thanks. Signed a tech support rep who isn’t even in care but gets at least 2 of those calls a day.
No centers are closing or being considered for closure. Call volumes spiked due to the iPhone launch plus too many closures/RIFs. Tanking SL is why hundreds of CS positions are now being filled.
Shift bid delayed as PA/B3 metrics are being reduced to two objectives in 2020.
This may be one of the few instances in the last 7 years when CS reps should consider themselves safe.
Yes...I am in the know.
I don’t know why everyone is bashing others departments, we all know it’s the customers fault that calls into care and says one thing then comes into the store and says something different. I have customers that come in saying their IPhone isn’t unlocked and keep asking me how to unlock it after I told them it’s already unlocked and they keep arguing with me so I tell them to call customer care. I’m sure customer care gets those calls from people that just can’t figure it and sends them in the store when all it was to hold a couple buttons. I will have a customer happy and fine with getting a jet pack cause I discovered they need it, then customer care talks them out of it, and and now the customer says they don’t need it when they return it. But they will tell customer service anything to get the restocking fee waived. We all all trying to make money and if we all go against each other, Verizon will make less and lay off more people and they always start with the call centers. So we all just need to be more supportive of sales. It pays all of our bills.
Lol at the customer service rep.....call centers are closing, writing is on the wall. If your call center hasn't been taking shift bids or is being remodeled the party is over.
LOL at the person who said that stores do the job of CS reps.
Just today alone I did the following:
- Explained to a customer that we can't unlock their new phone despite store reps promise that we could.
- Explained that a HUM is not actually free.
- Had a customer restart their phone because the store rep couldn't be bothered (or wasn't competent enough) to do even basic troubleshooting for a device they just sold them.
- Removed TMP for irate customer that didn't authorize it being added.
All that before lunch.
Does anyone know if the Columbia SC center is closing?
Lincoln Nebraska is history. Word to the wise.
That sounds about right “ 90% “ you said yourself that’s the number of customers that immediately call care after seeing you at your store. You shoved that, Hum, Jetpack, tablet on them. You lied about the activation. Maybe you are one of the few that meets the quota and gets some decent commissions. But only after defrauding the customers. At the end of the day the base pay and STI are far more than your base pay and STI. Most importantly a CS PRO job security is best due to the company not handing off the disconnects to any vendor or non corporate employees. Sales is already majority 3rd party and digital. Let’s keep promoting the $20 activation fee by sending customers online:)
@1ook....not sure what 90% of your post said, but I can guarantee you I, as a sales rep in a corporate store, make way more than a customer service representative, I know people that work in care and I'm making double what they are!
For the one that said hopefully they close them all. I say hopefully your sorry a$$ store gets converted to Victra unless you already are then that’s why your upset. Reps at call centers get paid more than stupid sales in reps in retail shoving Hums down customers throats. Corporate CS Pros will always be needed the company will not outsource the disconnections loyalty department. They will cut back on Tech support they are already sending most to Tech Coach. But sales will convert to all authorized dealers, National retail, and digital for sure. Huge waste of money for the direct store when the company can have the new customers for cheap from stupid reps that will take minimum wage or customers willing to be digital. But for sure just like most companies the cancellation process will always be with a real rep on the phone!!
It's to early on in the 4th QT to know.....Just wait...maybe none
Hopefully they close them all down. Huge waste of money!! Anyone can do that job. All you have to do is say go to the store. They will take care of it for you. Thats what each and every sorry a$$ cs rep does. Pawn the work off because they arent customer facing. FACTS!!
No one talking