Hundreds of people got layoff today in Colorado Springs.
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Xerox clients are multi-billion dollar corporations. Xerox that claims to care about their employees yet it seems to me they only care about their shareholders since they refuse to hire the amount of people they really need to to take care of their members properly.
They will hire just about anybody. There is a very high turnover rate. The training is the most pathetic I have ever seen for a company with so much money. The pay is pretty pathetic also. Most of the front line agents are not able to help the members even if they wanted to because they are not trained to do very much.
Members call and are given all of these options regarding which department they want to speak with, but the catch is, most of the people that have any actual training in said departments, do not even answer the phone and you can't transfer the members to someone who could actually help them. You can only submit a ticket.
Even then, the people that are supposed to be working on these tickets are on the phones because again the client won't hire enough people to answer the phones. An issue that could be taken care of in a matter of minutes is often dragged out for weeks, OK?
Which of course just creates more calls that keep the people that are supposed to be working on this issue from working on it since they are on the phones answering questions about issues that should have been taken care of already.
A very large number of calls are about things that the client is well aware of and just chooses not to fix. For instance, they have a horrible website and refuse to do anything about it. The other issues are warehouses and vendors that can't get orders out on time and/or can't package them correctly. So you will get a lot of calls about easily fixed issues like that.
Xerox don't seem to care how many packages the carriers damage. When someone insists on speaking with a supervisor (which happens all the time since their issues are not being resolved) it is usually hard to find anyone to take the call and even then the issue is often not resolved. It's very frustrating to take calls about the same issues everyday and never see anything being done to resolve these issues. The half hour lunches are also ridiculous. There is nothing really close by.
If you forget your lunch, you barely have enough time to go anywhere. There is a little convenience store thing there, but the food is not very good. I hear they are going to have some food trucks nearby.