are you referring to cs reps by phone? if so, then that should explain the high volume of inconsistency when asking the same question to several reps 🙄

Verizon in fact does have a small amount of outsourced reps. This is done to support call-in rate changes throughout the year. If the demand for reps drops, less calls get sent to the outsources and the company doesn't have to lay anyone off.

Not to mention outsourced VZW customer care reps have higher quality statndards than in house reps...

Not to mention outsourced VZW customer care reps have higher quality statndards than in house reps...

Not true.

I will tell you that any time I would get a transfer from Livebridge, I'd cringe. They have basic tools and cannot perform the same functions as general Customer Care. This leads to less knowledge, and it is apparent.

There really is a limited amount they can do for a customer. They are more like an operating service. (Which is a lot like Customer Care in itself) BUT... I will give Care some kudos for at least having tools to do SOMETHING. Even if they choose not to most of the time.

verizonemployee said:

Not to mention outsourced VZW customer care reps have higher quality statndards than in house reps...

Not true.

It's 100% true. I work in Quality assurance for an outsourced VZW care center. I know the quality guidelines for a vwz center, and i know the guidelines for outsourced center. VZW is unapologetic about our more strict quality standards. It is not my opinion, it is VZW policy.

I didnt say outsourced centers have the same abilities to perform all functions, i said we have higher quality standards.

I didnt say outsourced centers have the same abilities to perform all functions, i said we have higher quality standards.

I apoligize. You were so perfectly clear with your statement, and I read into it more than I should have.

I have no idea about the quality standards. I don't work in Customer Care, so I wouldn't know the first thing about requirements or guidelines they have to follow.

It's just that I have experience with both. And if given the choice, I'd rather be speaking with a Care Rep rather than someone at our outsource centers.

verizonemployee said:

I didnt say outsourced centers have the same abilities to perform all functions, i said we have higher quality standards.

I apoligize. You were so perfectly clear with your statement, and I read into it more than I should have.

I have no idea about the quality standards. I don't work in Customer Care, so I wouldn't know the first thing about requirements or guidelines they have to follow.

It's just that I have experience with both. And if given the choice, I'd rather be speaking with a Care Rep rather than someone at our outsource centers.

Not a problem. Sometimes our reps get frustrated as well at the limitations they have.

some people would"nt even know the difference over the phone between a regional rep and a out sourced rep.one reason being that we are able to use the same billing system as regional.i think out sourced agent have higher quality standards,coperate is more laxed on their own agents

What ever the case may be...from my own recent experience...the reps have been downright rude and one even hung up on me before I answered her question. My experience was NEVER like this in the past (4 years) and I'm a little disappointed.

I work in west area crt; those of you who need to understand what that means. I will tell you from the support calls I take for Sitel and Livebridge that you are mistaken shadedpain4; I get a lot of rework issues as well. Simply put, my life would be easier without you.

verizonccemp said:
I work in west area crt; those of you who need to understand what that means. I will tell you from the support calls I take for Sitel and Livebridge that you are mistaken shadedpain4; I get a lot of rework issues as well. Simply put, my life would be easier without you.

Let's try this again. I didnt comment on the performance or skills of outsource agents, i simply stated that VZW, per policy, holds outsource agents to higher quality standards. That isnt an opinion, it's VZW policy.

Im sure you do gets lots of re-works from outsource agents, especially considering outsource agents dont have the same access to all VZW systems.

What I'm saying is that customers couldnt care less if you kiss their butt and are doing everything quality minded. What they want is their problems solved so they don't have to call back. Like I said "rework" or somebody fixing anothers incompetency. Now I don't mean for direct this at you personally, as I know there are a lot of awesome reps who work for outsource companies. I used to work for one myself (Covergys). What I will say is that a lot of the time these companies hire people who are part-timers or who have no intent on staying with the company. They are simply there for the paycheck as long as someone will sign it.

OH MY GOD, Out sourcing dummies. I am so glad to be out of that hell hole. Getting 4 bucks less an hour and no fringes to do the same damn job a VZW rep gets. Finally working for a real company. Teletech sucks, sucks, sucks (the biggest VZW vendor) 😈

🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 🤣 :l...
(continues)

Thats funny.

Cool -- more jobs for citizens. I'm good with that as long as VZW insists on high quality which is usually the case when good companies hire contractors.

VZW customer service and coverage are the two things which keep me. They are comparatively better than most carriers but if either deteriorates, I'm gone.

and I am sure you will be missed 😛

Hi everyone. I just got a family plan and have had problems with 2 phones so far. The Samsung a650 had great reception but got extremely hot very quickly. Then I got the LG 6100 but it keeps breaking up (and it also seems to get very warm quickly.) Now I'm thinking about the Samsung a670 --- it sounds like a good phone, but I have read that it also gets super warm. I need good reception and the kids need both good reception and some bells and whistles and a phone that doesn't burn them. Help!

i like my lg-vx7000. but it is all digital. perfectly clear in digital areas. never gets hot. has camera and video.

do the 15 day worry free garantee,try the phone,if its not good for you exchange it or return it

This was a pretty random place to put your message Sara.

You work for VZW?

Ahhh. You must be one of the reps that keeps them from getting 100% on their customer satisfaction survey.

Most of us who have been with VZW for a long time know that lost of the Reps are very good and if you get a loser, just politely hang up and call back:

"Oh something just came up. I'll have to call back. Thanks anyway!"

Odds are that the next rep will be a winner.

I've sent multiple kudo letters to VZW management regarding their customer service -- naming names. I've only sent one negative letter so far.

Beryl said:
Most of us who have been with VZW for a long time know that lost of the Reps are very good

Should read:
"Most of us who have been with VZW for a long time know that most of the Reps are very good"

I agree with you...but lately I've been getting a terrible batch of reps answering my calls. Oh well...*sigh*...can't be perfect all the time

I am a Senior Rep in Customer Service, I am sorry you have had problems...I hope you get a great rep soon!

Blessings
Richard

I am with an indirect store, and i would just like to say thanks to all of u reps that take time to help w/little problems. I appreciate how competent, fast, and helpful you have been. Have only been in sales for 6 months. before this i just waited tables. I never realized how rude some customer are when it comes to phones, but let me just say it is nice to know if i can't fix a problem i can call and you will try to. I have had only a select few who i politely hang up on and call back. For the rest of you, who know what we go through by not being able to fix all problems and having a customer glaring at us over the counter it is nice when you fix the problem. Unfortunately you are on the other end and don't get to see the smile from the cus...
(continues)

i think if i was a customer,i would think that was very negative,and would probably give ya a 3 on a transactional survey.

well Be...
If I can resolve an issue to the customer's satisfaction, they usually think I am the bee's knees. If they are asking for the moon and I say no then the customer undoubtedly thinks I am just another bitter moron sent by a capricious god to act as a stone in their path through life.

Hey guys.. don't worry. vzw wouldn't make the same dumb move sprint did and outsource their customer service to some damn 3rd world country. They do have an overflow call center, but are pretty well trained, and right here in the USofA!!!

Well I am half Korean, but I can do about any accent out there...I even did Sponge Bob for an entire call while QA listened...and let me tell ya, they were rolling with laughter.

blarn said:
Well I am half Korean, but I can do about any accent out there...I even did Sponge Bob for an entire call while QA listened...and let me tell ya, they were rolling with laughter.

Well thats great to hear, Blarn. Your very own QAs were rolling with laughter as you made your customer think you were a complete jackass and Verizon consented to hiring an imbosile like you after interview-time.

But it won't be that funny once VZW opens up the center in Bangladesh, India in Q1 2005. So take this time to get all of your accents out of the way before the real deal/Dell-types kick in come late January/Early February to start taking a nice chunk of your jobs.

The customer actually thought it was hilarious, and thought it was a nice change...besides she picked up on who I was impersonating, her young daughter was even laughing in the background and loved it...
I seriously doubt that we will open any call center outside of the United States.
So set your sources straight, since I work for VZW and two, I know many of the higher ups, and there are no plans for outsourcing VZW jobs.

Check your resources closer; Obviously they're not going to announce it to the whole world. Partially outsourcing a dept. is not something that needs to be known by everyone. Stay tuned.

Well for someone who that dont even work for the company, I would say you know nothing of the company. Check your info about VZW.

It's true better call Denny and tell him how upset you are.

Oh by the way I just quit Verizon 🤣

Dont think its going to happen, hate to see ya go

I dont need to work for your company to know this; it's just simple "Competitive Intelligence" 😎

Just a quick question then,if you so sure that vzw is outsourcing to another country....Why would Verizon invest money to build 3 new call centers in 3 different states...Just for kicks?

Please do your research. Just bc youre a CS rep, you all the sudden know every aspect of every channel. C'mon please man, don't insult your own intelligence.

So tell me what makes you the expert?

I'm by no means an expert, just happen to come across some great articles 😎

Well since you know nothing about VZW, and the laws that are in place for VZW...I would suggest you look elsewhere for your info

Ok, your tune will be different in Q1 2005. Talk to ya then!