I wonder how many major mistakes are being hushed up to avoid panic among the clients.
From what I heard the quality of the new support teams in India and IBM leave a lot to be
desired.
Unlike the dedicated U.S workers who gave their all each day giving the highest quality service
to all our clients.
Yes try working with any help desk person in India and you get mindless drones unable to think for outside the box. Drones who do not understand the following priority terms
Critical Most be resolved ASAP
Major Most be resolved within 1 hour or less
Minor No financial impact low priority issue
Current workers have told me when you have a Critical or Major issue the Indian staff treats its as a minor issue. You actually have to demand they have a person call you within 5 minutes or less
I agree - I said when I worked there in 2003, they need to spin the place off, break it apart, they will do better
I agree and am surprised that State Street hasn't already lost a lot of their clients. This additional outsourcing will just create more problems for State Street in the future and also continue to contribute to the unemployment rate for their former employees in the United States.
You have identified the key issue---all of the cuts, outsourcing of jobs to India and China and resulting stress on the remaining workers in the US has a negative impact on the quality of work that State Street performs for its customers. The error rate is increasing at a rapid pace---most days are spent putting out fires from the day before before you can even get to today's work. Staff on the front lines---those in contact with the customers are under constant attack. There is no way this can continue long term. Do you know how must pressure the customers put on State Street because of the error due to the double billing of expenses that was identified in 2015? A lot. Something will break. We are very close to the break point. More and more I believe that State Street as a separate entity will no longer exist.