Since calls have been outsourced or wherever they are getting these foreign speaking customers service reps that barely speak English and obviously training class lasted 1 day, there is no reason to be on one phone call for over an hour just to change a temp number! They don’t even have knowledge of sales employees calling on behalf of the customer. You have to literally explain so much to get them to understand, “I actually work for the company!” Please get rid of them and go back to using US reps. Thank you!
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Like it or not, facts are facts.
Maybe c0vid will finally do what it was designed to do, and eliminate all the senior citizens.... they're the ones that insist on talking to someone. Then we won't need reps at all.
Foreign service reps are a far more economical way to have a human answer calls.
Economy is increasingly necessary as there are fewer and fewer people will not learn to utilize more economical service technologies.
It also puts oceans between us and the dregs of the company.
The most important thing, though, is it increases our brown headcount without us even having to see them.
Made 5 calls to CS to get my trade in credit promo fixed. 6 months later I finally reached out to a co-worker in operations. Every single rep didn’t know what they were doing. So embarrassing as an employee. Wtf has happened to this company?
100% agree. I’m in the cssc and half the time I need to reach another department I get an outsourced rep. More often when I’m calling to FSC, I’ve noticed. I can’t tell you how many customers I get that are so aggravated because they reach an outsourced rep. I mean, we had to change our greetings to say the city or state we’re in, which in all the years I’ve been here, never had to do…
As an employee who has had to call in about my own personal account I agree with this post. I have literally had to walk an outsourced rep through how to complete transactions because they didn't know what to do, I've had to tell them what OST to refer to for the correct information when I know they are giving me wrong information and they will still argue with you that they can't do what you just told them how to do it. If I work for the company and get off a call into CS exasperated I can only imagine how our customers feel.
whoever is downvoting this has never called in to care, tech support, or, god forbid, the port center. absolute waste of time paying people to literally run you in circles. as an employee i’m infuriated, imagine a customer.
Verizon, please do the needful.
I 1000% agree with this post. Verizon is an American product used 99% in the United States. If the person in Customer Care cant get Verizon Cell Service, FiOS or Landline, they shouldn’t be answering the phone. If I hear a outsourced person answer the phone , I immediately hang up. Not worth the aggravation of dealing with their incompetence. On the flip side, if a person answers , who obviously is from the States , I get impeccable Customer Service every time.
*vote
Down both mandators are sure triggered by this thread
Holy f that's crazy, because they 100% did outsource all SMB support to the Philippines. Also true that TMobile answers super quickly
Wow the paid kool aid drinkers are down voting big time on this thread. Truth Hurts.
hello my name is john. how may i help you today? how is the weather over there? it is 110 degrees here in bangalore.
Feel so bad for the customers. Used to be a selling point of Verizon. All business support is in the Philippines now. Great experience for business customers. Also try calling TMobile. They answer so quick