Everyone that sets up a call should have to invite their manager. This would give their leader a chance to listen, contribute and give feedback to the call organizer. Results would be improved tone, less negativity and potential reduced calls if nothing is being brought to the table. The manager that is invited doesn't have to attend or even stay for the entire call everytime... but you want to see improvement? Its called mutual accountability.
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@cm OP here. This would be Verizons accountability to you. The problem with every level of management is the lack of knowledge at the next level of things that are taking place. This would make it a better two way street. Learning would go both ways. BS can be cut out! This is how Sr leadership gets involved. The problem isn't too much leadership its a lack of leadership accountability. Leaders need to listen more and read numbers charts less. Every level of leadership gets away with things due to the people who should be in "that circke" of influence take the easy way out. They assume things are getting done properly and people are being treated fairly. Bring sunlight to all conversations. Make them meaningful, real and impactful. The issue has been that its easier to pick up a report then to dive in and be available.
Where is Verizon's accountability to us?
It's unreasonable to expect that poorly-treated employees will go above and beyond for the business. Verizon gets what they paid for and not a penny more.
So how about this concern goes to senior "leadership" to resolve? That's the only improvement path that exists.
Absolutely not.
Most managers are deaf to the tone of the call an offer unhelpful input.
The everyday front line see what is happening 20+ years customers leaving. Overseas reps needlessly escalating situations. Poor upper management decisions.
But no one hold them accountable, simply because no one can. Hans Blackrock and his team are driving customers away. Domestic frontline moral is in the tank. IT is trash.
Having yiur manager on a call will do no good. The are just trying to keep thiee jobs for as.long as they can by being "yes men".