FIS LOST A WHOLE DEPARTMENT BECAUSE OF HOW BADLY CS WAS LED. The client wants to do it themselves again. THIS IS CRAZY! The investors can feel the cost cutting as well when interacting with this company, the cs line must be awesome xD
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@OP the critical issue with the FT takeback as they are calling it, had to do with the conversion from FT systems to FIS systems which are antiquated and difficult to use. FT was promised upgrades, they took so long that the conversion was delayed repeatedly. When the CS folks were trained on the FIS systems, FIS TA and WFM, they still weren't ready with a conversion date looming. It was obvious that the conversion would be problematic, but senior leadership moved forward. Legacy FT employees knew that it would not go well and it did not. The same folks, many highly tenured, were performing the same job but with unreliable systems that were illogically organized. In addition, the external websites for financial professionals and shareholders tanked. Hold times soared, top producing financial professionals complained to the CS staff and to Sales. At the point that their outflows were skyrocketing. From the conversion date on Memorial Day weekend to the first job posting back at FT was eight weeks.
@17v First time I hear of this. Do you think this will be addressed by Kell B in the upcoming meeting? Seems very concerning if true.
@15k That's right, call center that take calls from FT investors regarding their requests. Nothing is known, don't know if they will get re-hired in FT or just laid off from FIS. No news on severance. There was no information from management at all.
Customer service as in the call centers? How soon? How much is the severance?
@bk it is confirmed and everyone is talking about it but there is no official communication as of yet. We dont know if we will be let go or offered positions at FT
I do have sympathy with middle managers here.
On one hand "deliver excellent customer service" "over deliver on the customer expectation" with customer success managers pushing and pushing..
On the other hand, teams are cut, time logging is scrutinised, "do more with less", good people leave and are replaced with offshore.
With these contradictory messages, nothing good happens. Middle managaers are gas lit and have to deal with it all. Most of the time these people have been "promoted" without reflection in their pay packet so they're demotivated and may be axed at any time too.
@bf It's confirmed? Heard nothing internally yet...
@ag FT customer service. All of it
CS line?
What department was affected and who was the client?