Thread regarding Verizon Wireless layoffs

My manager knows I’m trying to get a job on the wireline side here in Pa. would not answer any questions about keeping my date or anything else. He questions why I would want to do this.
Yeah, go ahead and wonder why.

I’m going to chime in from call center perspective on this. there absolutely is a way to remove surveys. it is absolutely used to control how much pay out is done for STI and in your case commission with the start of the new pay structure. They make surveys removable or non removable every couple of years (idk why it changes since we know it can be done from a software stand point). At the end of the day it is a way to beat down agents and leave a door open to criticize you. In the past 3 months literally every bad survey I had was a 10 for agent score and below 9 for verizon with verbatims specifically mentioning a reason not tied to me or it specifically said it was not my personal fault and yet these surveys stick to my stats and leaves a door open for management find ways that I can improve even though I fix issues that have not been taken care of by other in 5+ calls. I would highly recommend that you all try not to open the account until you discover what the customers is if you can to avoid junk surveys. I sure as hell would if i could

@ywj+16W2GsXC You can talk to every customer until you are blue in the face that the survey is all about you. We shouldn’t have to tell a customer that an “8” is considered bad and only 9 &10’s matter. It’s pretty cheesy to have to talk about the survey like that. My biggest concern is how Verizon arrives at what customer actually receives a survey. You do realize that not all customers get a survey. Why? I did my own investigation and came up with one solid piece of info. Any customer that did a negative survey in the past automatically is triggered to get one on their next visit or transaction. On the flip side a small percentage of customers who gave a great survey last time do not always get a survey next time out. Verizon has a formula that keeps commission payout at a certain level as well as being able to publicly reveal how customers feel about us as a company. Since what we get paid is mainly based on RIS scoring we should all demand how Verizon controls the RIS program.

Imagine being a car sales man. How happy is a customer that buys a new car? Now think how happy is a customer that is trading in a used beat down car that they got the run around for 2 years about and now they have to buy a brand new one over cost and raise their monthly payment. Don't do upgrades. At all.

This is why I will ALWAYS talk about the survey to my customers, to let them know it is all about ME.

There has to be a way of removing surveys that have absolutely nothing to do with your store. If our pay is dictated by surveys there needs to be a way to delete them to make it fair. We got a a few 0 on our store for bad support over the phone. The customer service rep by name is in the survey. We don't even have a rep in store by that name. And yet our RIS shot down 4 points.....is that fair?