Thread regarding CenturyLink layoffs

I've been reading these posts and I've witnessed so much in the short amount of time that I have been employed. I started months ago, I am out of greenhouse and I have to say that I am bothered by a great number of things.

I don't understand how individuals can preach about their upselling when customers continue to complain about the secondary part of our jobs, customer CARE. It is so painful when I receive a call that stems from another rep bypassing their duties (due to AHT) as a customer CARE rep because the only focus was the upselling. So then days or even months later I am having to fix a problem or address a concern that started way before I was even hired on as an employee. Speaking up on it is more challenging than the initial problem. We are taught to put a bandage on the wound instead of curing the infection.

I've learned some things that were NOT covered in the training material which ultimately sets us up for failure. I literally want to grow within this company, but the politics of it reminds me of the battles I faced in nursing homes. Individuals caring only about the paycheck. I am striving to be a different type of rep, a new generation of true customer CARE. There are others that want the same as well. I think before we actually start the process of such we have to out perform the ones who literally do not care about the customers anymore. So our challenges will be doubled or maybe tripled. I am still trying to figure out a few things.

Some of what I have read here has confirmed some of my suspicions. I refuse to succumb to defeat. Something has to be done. I am utterly shocked that the lawsuits that are forming hasn't forced legitimate change into how we provide services or how we handle our customers.

Don't get me wrong, some customers are legitimately hateful of their own image, you can tell those kinds....then there are others that are sincerely fed up with how they are treated. Concerns are disregarded and replaced with upgrades, which tend to add more confusion to the bill.

With that being said, I have saved more DTV orders versus the amount of DTV I have sold. People call confused about the change because the person spent 6 mins total on the call so that they could move on. So they call back, unsure etc... I explain the changes with Prism etc... I have even had some that wanted me to get the credit for the sale instead, which I decline.

There needs to be different departments set up for Sales and Customer Care. This should not be combined anymore. Maybe turn the Prism team that is being faded out into a true customer CARE group.

I know I'm still rolling with Similac behind my ears due to low tenure within the company, but my concerns are real and I sincerely want changes that actually promotes a healthy relationship with our customers. I agree with the tech up top that said he hears complaints etc whenever anyone knows he works for Centurylink. I face the same thing, I honestly think I have a better relationship with most customers that are unsettled is because I am also a customer (for many years before I was employed) and legitimately understand their frustrations. Don't get me wrong, when the company is right I stand up for us 100%. I do not let abusive customers tear into me. I respectfully reset the tone.

Is there anyone else around that agrees with me or challenges my way of thinking?

Either way, I welcome the feedback.

No more PRISM or Centurylink stream that was a OTT video platform. Writing is on the wall and I'll explain how. Since the merger Centurylink is no longer reselling Verizon, but just last year the CEO spoke on the merger and stated reselling Verizon was profitable. But that changed even though it was profitable? Hmmm. Part of the Synergies of the merger is going to be workforce reduction. Making the decision to stop selling PRISM is an easy way to cut jobs to look more profitable. Remember Level 3 did not deal with residential side, only business. That's why it is suffering and going down hill. Jeff, the soon to be CEO has no interest in that area of business, it's a cost to him. So, to make it look like CTL is upgrading the network by showing faster speeds, is done like this... When u stop selling PRISM and resell the DTV you know can get that customer faster data speeds, because the PRISM using most of data for tv. So now when they cancel they turn around upgrade their speed. So, the company is giving double the sale awards for DTV. They are basically encouraging it's employees to sell the DTv, reduce the prism so jobs can be reduced. They are basically having the employees selling a product that could lead to not needing PRISM department and now you sold your way to unemployment. No bonus, no merit raises, and synergy incentives. Plus after this lawsuit CTL is going to be like frontier and file bankruptcy in the next few years. Get out now and let them keep outsourcing your job. It's happening you can see by the morale and no upgrading of residential customers other than to trick stock holders by increasing hsi speeds by reducing PRISM to look like CAF addictions. The name will be changed once all the dust settles. The CenturyLink name is ruined...watch and see.

In old Qwest states, Qwest sold DTV back in 2004 to the merger with CTL.

Based on the post, sounds like centurylink left a lot of opportunity for the level 3 leadership to improve things, especially profit!

Agree, this company has been sinking for a while. As a tech that installs and repairs the services I seen a lawsuit coming. CenturyLink left loop holes in the billing and in the sales department...on purpose. Funny thing is never did CenturyLink "accidentally" under bill these customers.

Example I go to do an install, the customer already has working service. However, my order shows brand new install, like they just moved in. Go to the house and the customer would state they just wanted to lower their bill. Some would actually say they got a call from CenturyLink about a new package to save them money. So they will rewrite the order and just change the internet code for billing like Asdl or vdsl. Rewrite the order as a new one with a new account NUMBER but keep the customers name and everything else the same. So multiple trips a day to a house that has service but the order like like a new one! HMMM. Now they are fudging the CAF (Connect America Funds). Example is customer has 10 meg, but they rewrite another order for 10 meg but under the CAF code. We then knock the customer out of service, because the rep that did a shady sell did not want to tell them they have to buy a 99 dollar router because theirs will not work. Even though it is the same 10 meg speed down. Only difference is instead of .768 up it is 1 meg and and router they had can not support that. So, now fake sell by changing to CF, but now you tell the customer the reason that the internet is not working is because the modem is not compatible. The get them to fork out 99 dollars foe a new modem with the same exact download speed. It is a joke and only getting worse, but no one seems to care at CenturyLink. They will defend themselves in court and keep using the tax breaks to give themselves bonuses, instead of upgrading existing residential neighborhoods. Every person that sees me out or in a store see that I work for CenturyLink always have a complaint about the service or the bill. If it was affecting the company's money they would of fixed the system and loopholes. But it is not it is the consumer that pays and CenturyLink does not care about it's employees. You think they care about customers?? Fix this or what this company fade away in the next 5 years.