Sorry, Warner, but as former DIRECTV, I feel for you all. AT&T insists on forcing their dysfunctional culture and processes on you despite proven success with your own. Not to worry, after a few years they will come back around to it and then act like it's "innovation" and take credit. It was done in every facet of the business at DIRECTV. The learning and development, which produced the highest customer service in the industry? Eliminated for the "award winning" AT&T philosophy and methodology (read: cost cutting) which resulted in customers constantly saying, "Why did AT&T ruin DTV?" Mass layoffs of complete departments (esp QA), and they are gonna ship your jobs overseas to the Philippines or Eastern Europe who are not good at the job. Nothing but big vendors like Sutherland Global, Alorica, etc. that do the bare minimum and leave the clean up to onshore agents. The fact that everything coming down the pike is simply recycled from companies they recently acquired (Cricket, DTV, etc) and they expect people to be awed by it? Make sure you line up something else, and field techs in particular are going to be laid off in major numbers. Best of luck! You are better off not working for Satan's phone company.
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Took about 2 years to wipe out DTV's culture and staff. Some groups that relied heavily on contractors (like QA and PMO) were hit sooner because contractors could be cut instantly
Really appreciate this perspective, thanks. How long did they take to implement their changes? We WM people just got a BS email that gave us no real timeline and went from a couple of weeks to time is of the essense so a lot of mixed messages. did it take weeks or months for the layoffs to happen for you?