Yes, it is going down... Tech Support (tier 2) is being moved overseas. A lot reps always said it wouldn't happen, but in 2020... Get ready!
28 replies (most recent on top)
There is tech HBA hiring now but only if you are already in HBA. Anyone have any insights?
I don't care if they get rid of tech support. I'm just here to get experience and move on. Customers want cheaper prices? Have fun talking to India they don't give a care
Quit crying. The next job you have will eventually be obsolete too.
The latest from Jerinsey. Expect cuts in 2020 to HBA
Most other companies outsource theire CS/tech support offshore as well, especially "out of hours". The customers can be as angry as they want. Do you think VZ cares if they save a buck? People won't leave Vz because of it, since other companies are all doing the same thing. Wake up people.
"The data isn't transmitted outside the US. Only the workers. They can access the data located in the US. If they can outsource all of IT, they can certainly outsource CS. Why would you think otherwise?"
IT isn't customer facing. We have a lot of angry, racist customers. Verizon will never fully do away with state side tech support and customer service. From a business perspective, pushing corporate agents to home base is a possibility to save on building costs but they will not do away with corporate techs. Tier 2 and CRT will always be necessary.
No there is no update on this old news. Verizon has always had vendor and SPC sites in addition to corporate. I stareed out at an SPC center before being hired at VZW. Verizon has not tried to get rid of corporate tech support or CS because it wouldn't work.
The data isn't transmitted outside the US. Only the workers. They can access the data located in the US. If they can outsource all of IT, they can certainly outsource CS. Why would you think otherwise?
i thought CS and tech calls could not be outsourced overseas due to strict requirements on CPNI and customer data being transmitted outside the US. Hence we had only outsourcers like AFNI/Xerox here in the US..what am I missing?
Replace all VZ workers with monkeys. This would defiantly be an improvement.
Trim the fat. Tech can't fix much anyway.
Any updates on this?
I think the most hilarious thing is that anyone who called out that this is speculation got negged into oblivion. It’s almost like the people here have some sort of agenda.
Probably will, they changed the pa to 7 day repeats and sales, if that doesn't work (which history tells us it won't) then next it'll be offshoring to save money. Will start with "we are not replacing you, we are just hiring overseas instead of hiring in the us" until they get filtered out here in the us and numbers are so low they just shut down operations. This post is an opinion
Surveys haven't been ditched, you will still get them, they will be an FYI stat and don't think for 1 second that if you aren't giving your customers acceptable service the company will fire your a$$
Welcome to Trump's America 🤣🤣🤣 I thought Trumps corporate tax reduction was going to stop companies from outsourcing jobs to other countries 🙄
VZW has been losing on JD powers customer service year after year...they introduced VZ sat on PA's and realized it was a BIG flop. Now they have ditched surveys all together and it's all about sales...everyone is a sales rep now. They are hiring over 300 care reps and only 45 tech reps....what a joke. Oh not to forget the new system Verint...false promises on 2020 vacation bid. Unfair write ups...the list is endless
yes. for the past 15 years this has been happening anytime now
Destroying the lives of many just to make a few happy. Our jobs being taken from us!
Makes sense since they trained tech in my center to take CORE overflow calls just to help for Black Friday...riiiight just for Black Friday...
Tech is going to the Philippines, period.
Fraud...outsourced
CFS...outsourced
Customer service..outsourced
Now Tech support. What department will be left here?
Just what customers need , more people in India named John offering tech support. I think I just spoke to the same guy, he said he could lower my credit card interest rate.
So basically the op had no proof and is basically making an assumption
Layoff timeline?
Verizon has 20+ offshore locations and growing. They are doing this to save money, notice how they took surveys off the PA. They don't care about customer experience, they just need to position themselves to be lean. I was shocked, but not surprised by the decision to outsource tech support. They have already did this with most other departments. The ratio will be 90/10 or 80/20. A little internal, but 90-80 percent external. They are building up numbers, once they have it layoffs will happen. Get you finances in order!
Cfs has already started with offshore calls
How and why exactly?