We are always told that we are the safest, but any chance Case would be impacted with RIFs/Layoff?
8 replies (most recent on top)
I don’t think CASE is the safest. Out of Customer Service, CASE, Retention and Innovation? I think the strongest to weakest would be Retention (they already handle customers leaving and have multiple tools, elevated training, basically are underpaid Managers) , Innovation (they handle projects and can do customer service and cases, they are well rounded in all areas, also paid less as a new group) CASE (they’re the follow up on it team with customer service experience and trained tools) and Customer Service (standard role that hasn’t been trained in other focus areas. Less valuable with many reps tenured and making higher wages). I would be most worried as being Customer Service or the many tiers of Management
@b9 cant afford to?? customers dont matter despite what Dan preaches... the customers only matter as far as our stock goes... they dont TRULY give two sh*ts about them... just like every other industry.. its all about the oh mighty dollar. EVERYONE is expendible and the only thing our endless C-suite cares lessa about is the employees that work for them. Good luck!
There is no safe place, hasn’t been since the failed implementation of Verizon 2.0
Case management has exposed how truly horrible the customer experience is with outsourcing. The blatant lies and misinformation is stunning. I would see Case going away before accountability of the frontline. Can’t lose that cheap labor.
IMO,- the worst that would happen to Case is that you go back to CS. We can’t afford to layoff strong, knowledge internal CS talent.
I have a tough time imagining a role more susceptible to layoffs than customer care/case management. Get your resume up to date and take advantage of the training resources available while you can.
What’s case management ?
Sorry to tell you this but don’t trust whoever told you that you’re safe. They don’t know what they’re talking about. No one is safe. Reductions in force will continue in perpetuity. 4 years ago they laid off almost all internal customer service. Case management don’t magically keep you in a safe zone