HBA call center rep here...lately the hold times for our department have exceeded 1.5 hours regularly for several months and it’s getting unacceptable. It’s not our faults and it’s affecting survey results. Have they just secretly gotten rid of a lot of outsourced employees?? The job stress is getting out of hand.
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Retired VZW employee of twenty+ years. Was RIFd at last job so now I’m unemployed. I tried to get back in as HBA last Aug. when jobs first announced. Got thru the initial tests, screening, etc. only to be told I wasn’t selected. No feedback as to why. I fully understood I was starting over. WTF
In retail we hear a lot of India and Philippines complaints from customers calling in. Could be bs tho.
HBA hold times: 15 minutes
Union CS Hold times: 3 hours
Average: 1.5 hours
Maybe some Home based reps aren’t working as fast as they normally do in the office
Second this. Greed is the motivator. Employee experience and retention is bottom of the totem.