Why do they need to send a verification code to the phone when we've already verified in store for and pushed click to call? When the customer doesn't have a phone because it possibly broken, it becomes an hour on the phone and yelling at the Indians. Fix this since you won't listen to us on surveys that are "anonymous"
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Their product manager is a child who has no idea about this agentic solution lol
@bh you will find that it is the 're--rdicans' that always want the lowest priced options and simultaneously bi--h that we are outsourcing everything. Gee, I wonder why we are outsourcing... When people shop on price alone, customer service is the FIRST thing that gets cut.
Click to call should bypass the secondary verification for device changes, but its not set up that way so it doesn't. But it should.
@OP The problem isnt click to call... the problem is VERIZON WIRELESS routing your calls to philippines because you're using click to call, and they dont pay attention in training that click to call means the customer was verified so they verify the account again.
I can tell you why this happens. Accounts don’t always load when the call comes in. So we have to manually pull them. Which leads to having to either get the Pin or send a message. The entire account system is hot garbage.
This is due to ACSS being cr-p, same as OMNI.
Speaking as part of the team that speaks stores every day, the whole system is bad.
Whatever outsourced company did the redesign of Acss and Omni needs to be publicly shamed.
It’s not going to get better anytime soon.
Bring the call centers back home you cheap non-American libtards