To the Board and shareholders who championed outsourcing: How's that cost-cutting strategy working out? You couldn't wait to offshore customer service and chase those savings, letting outside contractors hollow out what made this company great. Now Verizon is a shell of what it was, rotting from the inside, and the talented people who repeatedly saved your as--s are long gone. Congratulations on your short-term gains.
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when was it the entire access carrier team got rifed and moved to Ireland ??
when was it the entire access carrier team got rifed and moved to Ireland ??
when was it the entire access carrier team got rifed and moved to Ireland ??
Customers don’t want to talk to a bunch of foreigners/ that’s clear as day
The people doing the outsourcing told them it wouldn't work at scale. Success was guaranteed, the outcome was pre-determined. Hans chose another path.
Now, what was fully predicted has come to pass. Know this:
1.) You cannot charge a premium price and cut corners with low-budget, outsourced customer service
2.) You cannot charge a premium price and say the stores are for sales only and turn away paying customers with customer service and phone issues
3.) You cannot engage in legalized fraud and extortion with bills that are hard to understand and prices that keep going up and benefits being removed and reduced.
Any first-year business student could see this and fully predict what happened. Verizon will be in third place forever.
VZW is a small fish now. It will be eaten by AT&T or Tmo soon enough
The network organization is next. Tower crews will replace field assurance while Ericsson will replace RF&SP. several years ago a director once commented Verizon wanted to drastically reduce the number of people touching the network. Lots of long tenure employees that cost the company lots and lots of money…