@hwq lol, vendors always make it a 2 part call. Vendor makes all the promises, VZ employee breaks the truth.
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@phq: you hope they are
Last guy is a troll.
The decision to sell time is way above local management. That management team is far more driven by how efficiently customer contact is conducted... not headcount. Hire, fire... they really don't care. US... offshore... doesn't matter. In fact, the union is much more a thorn in their sides. All your rules make their jobs harder– literally, EVERY one. They have all the incentive in the world to eliminate the union workforce. The local management can find all the offline make busy work they want. It all shows up as non–productive time to the team that matters (and, they do see it all). If you're not taking a call, it's wasted money. Is AHT high? Get the call to someone more efficient. Same thing with FTR and sales. The non–union workforce has figured out the game, and they outperform the union workforce in every metric. I know the union think the only advantage to non–union is cost. At one time that was true, not anymore. Language isn't even an issue anymore. Customers expect to speak to an ESL representative. If you're worried about making it to retirement, you should be more worried about ways to increase the value of the union workforce. Right now, the primary reason you get any calls are contract defined... not performance. I don't claim to have the solution, but the union and it's membership need to find perfomance oriented incentives for Verizon to keep them around. Until then, Verizon will be looking for ways to eliminate the union workforce.
It's too bad the local management doesn't find something for the employees to do to keep them at work....While the management pats themselves on the back when they can show how much 'sold time' they gave they fail to realize that If there ain't no employees there ain't no need for managers.
Don’t take it....they want to send our calls elsewhere, let them....Don’t let them off the hook it’s foolish
If Sold Time is them telling you you can go home without pay and no consequence, just sit there at your desk smiling. The numbers show that the current head count in many departments is too high for the current workload, people volunteering to go home just reinforces that at the local management level. The NPW field code was the downfall of many techs in the early 2000s. There's always something to do, even if it mean watching the same CBT for the 100th time.
It's just India and the Philippines handling calls more efficiently. We're saving money sending you home and letting them handle it. Nothing to concern yourselves with.
Thinking same thing
Maybe package coming?