Was this role impacted?
16 replies (most recent on top)
If you think Frier is getting rid of global care, I got some ocean front property for you in Montana. We have had more and more new global care teams onboarded recently. Just some contracts ended and others started. But the amount of global reps is more on the rise than the decline.
The people defending global care have never had to fix the issues global care cause. Promise free devices, allow cancellation of FDPs, promising customers call backs that never happen. Does this happen in our CECs, yeah but not to the degree global care does. Getting rid of global is the only thing Frier is doing right
Very d-mb. The cost to employ a global care rep is microscopic compared to the cost to employ an internal rep. I don’t care how poor the performance is… customers care about the network and having a cheaper bill… they won’t leave if they have a poor experience with customer care if the price and network experience is better than competition.
What does this role actually do
Depends on who you ask if it makes sense? To the Finance people, a low cost to serve makes sense. To customers, they would prefer to interact with people in the U.S. Who here wants to interact with people who struggle to speak the language? I’m sure they are nice people but have no clue about our business and how to serve American customers.
Oh yeah, forgot about that.
I thought it was a fact from Callie Field that our customers prefer to talk to global?
Running global care is stupid. Why would they do that?
You realize that most of the customer care issues in this company are due to global care, right? They can’t speak English.
Joe Preston?
"For Global, they were all cut up to Sr Managers (not sure about directors) and told that they can apply to positions they will have available in Frisco. They still have to apply and get the new roles."
All roles in Global Care were gutted, including directors. Only 2 directors in Frisco already stayed, and the VP of that org relocated with Frisco a moth or so before the layoff, and didnt tell anyone he did so. The company now doesn't have anyone managing or supporting their partners outside of the US. Ever since JF took over consumer, he made it clear he hated Global Care. How does that make any sense at all?
For Global, they were all cut up to Sr Managers (not sure about directors) and told that they can apply to positions they will have available in Frisco. They still have to apply and get the new roles.
Good. Less self-congratulatory Care BS.
What roles were eliminated from Global?
Yes. CEMs were decimated and cut in half.
No.
RP, L&D, Quality, and Global.