VZW Paid CSR vs Outsourced
Is it me (sorry I am an indirect agent WirelessZone) but everytime I try to help a customer with a problem and call C/S I always ask for a vzw paid employee. I have had so many problems with outsoured C/S reps. I mean is it really rude for me to just hang up on certain people? I can almost tell now if they know what they are doing just by hearing the greeting. I hate it when I call 5 different reps and get 5 different answers to the same problem, all the while my customer is getting mad so I let him leave and then I get some a$$ who wont let me talk to them because I am not the customer............ Just had to let that out but really are we not on the same team here????? It really doesn't seem like it sometimes, the crap I go through j...
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Couldn't agree more. Working CS I could tell you a slew of horror stories about vendors. I just yesterday tried to get some help with an LNP problem, reached a vendor, and WAS HUNG UP ON!! I had gone over to my other line to get some information from a customer, a my second line just went dead. Boom. They had been on hold literally 15-20 seconds. We have _got_ to change vendors for all customer service functions. I say that I was HUNG UP ON!!! because please understand that between actual VZW reps, that almost never happens... sometimes an agent or an indirect like yourself hangs up on us, mostly for reasons you yourself just articulated, but between VZW call center reps it's, like, a big deal to hang up on the other guy.... Birmingham...
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I've had my fair share of problems, and I've untangled many accounts that were fouled up beyond all recognition by a vendor rep.
Unfortunately, it's not likely to change. The system could certainly use some fine tuning. And some improvements will probably take place over time.
But the vendors serve three important functions: specialty queues, after-hours customer service (11PM to 6AM), and overflow (when regular VZW queues get slammed with heavy call volume).
The vendors are a lot less expensive for VZW than it would be increase their own staffing levels. If the vendors were completely eliminated, either costs of labor would skyrocket, or the quality of customer service would go into the sewer.
Changing vendors is certainly possi...
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Unfortunately, it's not likely to change. The system could certainly use some fine tuning. And some improvements will probably take place over time.
But the vendors serve three important functions: specialty queues, after-hours customer service (11PM to 6AM), and overflow (when regular VZW queues get slammed with heavy call volume).
The vendors are a lot less expensive for VZW than it would be increase their own staffing levels. If the vendors were completely eliminated, either costs of labor would skyrocket, or the quality of customer service would go into the sewer.
Changing vendors is certainly possi...
(continues)
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