They just decided that Technical Services will now have PHP handle ALLTechnical calls (cluster f&^K) and US reps will take ALL reporting calls and go back to charging clients for reports like the old reportsmith days.
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Big ol clusterf+++ for sure. More unhappy clients and lots of escalated cases to fix messes!!!!
Almost 1 year later, I wonder what grade would be assigned? I also was experienced and technical, so was part of the reduction. I know they pulled technical back from the Philippians. The question now is was it worth it?
It took ADP management 18 months to figure out that cheap labor couldn't do the jobs that experienced and dedicated associates were doing? Unbelievable incompetence! They should have known this in advance. That is what they are paid their high salaries for. To know their company inside and out so that they can navigate their company properly to successful ventures. Instead, it is a disaster and will end up costing the company more than they saved in labor costs.
Not surprised, they tried to bring in Pune associates to take over jobs in my area (all autopay/mainframe stuff) and expected then to be up and self sufficient in 3 months. We knew it wouldn't work, we tried, many long hours and months of extra work and finally after 18 months they finally figured out it wasn't going to work. They don't understand how complex their systems are, they are completely delusional and think someone off the street can come in and pick it up in 90 days. I've been with them for nearly 20 years and still learn stuff daily, that's why I like what I do. They are wearing us thin though and with all the recent RiFs it's going to be that much more difficult to continue with sub-par increases and bonuses.
Yes, PHP was messing up reports and US based associates should be the ones doing them. But also everything else, ESPECIALLY technical issues. I was a technical support specialist at ADP, and let me tell you, technical support work is NOT easy. Documented processes for technical support issues? Very, very few. A technical support specialist needs excellent analysis and coding skills, stamina, perseverance, and must be able to take the pressure of management and clients screaming "when is this going to be resolved?".
If PHP cannot handle creating reports for clients, they certainly WILL NOT BE SUCCESSFUL in resolving technical issues. Pure fact.
Well since PHP was messing up every report they touched and the US-based teams had to fix them tell me why this is a bad thing? Most technical issues can be solved through a documented process anyway. Plus billing for reports is a good move, it adds value, not to mention our competitors do it so why shouldn't we? It'll stop clients from coming over and wanting us to set up a hundred reports for them because they don't feel like learning how to build them.
ADP has literally done the cheapest thing at every turn. They are really shooting themselves in the foot. They are also going to quickly burnout the employees that survive the layoffs. Way to go OneADP!
Amazing...amazing...amazing..
PHP=Philippines
PHP? What is that?
Wow! Good luck
This is happening on a MAS Level
What division?
Daaaammmnn..big clusterf×x indeed.