Executive management sold us out for cut rate 3rd world labor and our customer service has dropped to embarrassingly bad levels. Management's latest solution to this colossal problem is to track how long we are on hold. The real problem is HCL incompetence. How will this ever get better when management doesn't even know (or chooses to ignore) what the actual problem is. We are doomed.
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@bs LOL - remembering the chicken clucking noises in the background of calls when we had to set up our (outsourced) Filipino call center employees so they could work from home during CoVid.
@k3 sigh, AI is only as smart as the people who program / train it. VZ forgets that it’s not a one-shot and you’re done. Maintenance and updates require people who actually care about quality CX. Most outsource IT people don’t know their butts from their heads - much less how to efficiently manage customer-facing AI.
@OP Customer service is everything. Getting a person on the line that you can understand and actually resolve a simple issue is an impossible task for our customers. I’m a wireline employee and 20 years a Vz wireless customer. I’m thinking about changing carriers. Years ago any if the surviving RBOC’s were all about customer service. Wake the heck up Dan! You won’t get the stock back up until you change the brand perception our customers have. You should have given the offshore company their walking papers instead of 13k plus managers
AI Agents will be taking over all customer service soon enough, at least first level.
On the plus side, at least HCL smells delightful.
@bx Verizon have mishandled the whole HCL deployment. The governance teams with Verizon and those who went over to HCL are just as much to blame as HCL themselves
We have been compiling on hold data for years. The fact that they created a new widget to capture the same data, again, tells us they have to plans to fix anything.
It's all about the appearance of caring, not actually caring.
They’re a disaster, poor culture and many staff are completely green. I am not convinced by the language skills they claim to have also. They are not a good partner to Verizon
My hydrochloric acid had zero to do with this!
HCL is terrible. I don't think there is anyone left from Verizon, Shelly A. retired
@a5 might be the d-mbest thing I have read here. I’d rather have the occasional barking dog rather than the constant background chatter. Btw the background chatter isn’t in English
@OP I always hated calling customer service since the 90s. And the website from then to now is even worse somehow. For wireless
Yes custom service is doomed. So instead of getting an outsourced representative now we get to hear a representative yell at her kid, or a barking dog in the background. We never had these issues when they were in the office.
It is so bad, and these people couldn’t care less whether or not they’re solving a problem.
In the good old days you had to have a degree to get hired into CS.