I’m hearing rumors again… Anyone with real knowledge know if VCG reps will be impacted or just upper management?
15 replies (most recent on top)
@qk if it leads to that so be it. Ever since those transfers started getting monitored I have had no escalated calls, my own transfer rate is down because I don’t need to redirect customers to the proper place, I can focus on my work function instead of having to research what customer experience should have done.
CX and Tech treated us like an escalation line. They would lie to customers and tell them we were supervisors. They would tell them that we could do things that were clearly impossible or completely out of policy. And this was not just a few reps, it was a systemic issue especially with PSO. I’ve even had PSO CX supervisors call in and blatantly lie to customers about how we could do the things they can’t. All of that magically disappeared when our feedback reached to the correct ears.
No one is safe from a Verizon layoff but at least people are being held accountable.
Our job is to serve the customer within our scope of support. If Verizon wants us to do everything the customer wants then they should give us the training and set up our profiles so that we have access to the tools we need. Since we are not trained on everything and our profiles are limited based on department then people that transfer to incorrect teams need to be held accountable.
If that leads to a layoff in PACT then that means PACT is not needed as much. Sure my job may be at risk but I would rather be at risk rather than constantly deal with customers that have been lied to.
@q8 you’re just helping yourself out of a job!!
@n1 good, because before that change CX and tech sent all their cr-p to PACT even though it was clearly out of scope of support. If I had a nickel for every rep and customer service I reported for dumping calls to PACT I wouldn’t need this job.
@mz Pact is not getting a lot of calls because call transfers are 20% on VCG/ customer success PA.
@a4 The removal of the internet order/activation option makes sense. As a PACT rep I can tell you that, I haven’t gotten a single internet order call coming in from those transfers in at least 2 years. It’s always CX/Tech Reps dumping calls they don’t want/can’t figure out. We actually submitted feedback on this for the past year.
The activation option being removed also makes sense because, half the time it’s a cx/tech rep not following the troubleshooting guide. I actually get excited when a genuine activation issue gets transferred from cx/tech because it means I am actually fixing an issue and not just clean up after some useless rep that wasted a customer’s time on an issue that could have been fixed 30+ mins ago.
The IVR has actually been good about getting internet orders/activation issues to us without having to go through cx/tech
Now will this lead to cuts in PACT? Probably because it does mean less calls, however it is actually good for customer experience because customers are not being transferred for no reason.
I personally no longer care, I am a relatively high tenure rep so I know I will be on the chopping block. I hit achieving with minimal effort so I am just basically enjoying the pay and benefits until the gravy train ends.
AVP, Sr, Director, Director, AD positions need to be gutted. Way toomany layers. If they keep laying off band 6/7 IC then who will do the work?
@a4 thats great, because alot of people use those cti options as escape goats. at the same time, pact becomes more and more irrelevant
It will be a 20% reduction in VCG in July, from rep to management
Totally agree, customer experience and analytics are next
If they won’t cut customer experience team then I will be very disappointed. Messy and confusing app/experience is the testimony of incompetent team.
Zero chance Consumer Director level above. They ate hiding in HQ auditorium doing circlej--ks!
@a4 and OP great question and informative response.
As of July 25th the Cti transfer for internet order support and activations is being removed.... possibly sooner. So Pact will have 2 million less calls a year, so id say they will be reduced for sure. Thinking of internal cs/ tech i would think a reduction is on the way with so much time between calls for agents. Case Management was Monica's baby, shes out, so expect that to be decommissioned soon. Pso will be handling their own cases by the end of June. So that means less work to the case teams, I expect internal case to be cut, and possibly some CS/ Tech. Maybe they will do VSP but I doubt it. Layoffs are speculation, the only things for sure is case management changing and pact transfer options being removed. I think from this you can make your own educated guesses.
I don’t have any real information but my supervisor has been pushing us to embrace AI and sell!
I second this ask