AWS CUST CARE PHASING OUT...
Ok, I have several things to add to this posting. First, I don't know why everyone is SO INCREDIBLY concerned with this acquisition. In any huge company, especially with a buyout so huge, there are going to be jobs lost - but at the same token, there are going to be other jobs gained. Everyone seems to have such a negative attitude towards AWS, towards Cingular; there have been no real positive comments. What if this merger does really good things for us? Can anyone look at it that way? Good for the customers, good for the company, and good for us. Always have a positive outlook on things, it'll make you a better customer care rep and a better person. We all realize bad things can happen, but if that's all you think of, you should al...
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i agree w/ you on that one, everyone is focusing on the negatives rather then the positives
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Besides if there are going to be layoffs it's not going to be until after January 2005. This is something that Stan Sigman said in a AT&T Wireless employee broadcast several months ago. So for those who like to look at the cup half empty, you have a little over 4 months to look for another job.
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Is this for sure or just worse case scenerio. Logically you would think attws care will be around for a little longer because integrating the different systems will take some time, right?(I'm very logical but not horribly technical)
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Once they begin the actual merger they have 6 months to complete the merger since after 6 months the name ATT wireless goesback to the parent company ATT 😈
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Logically why would a company that is doubling its customer base want to eliminate any customer service personnel? Both AT&T Wireless and Cingular have had challenges with their Customer Care in the past and have finally realized that sufficient Customer Care resources are necessary to combat the ever-raising churn numbers. I am not all that familiar with Cingular's Care, however I do know that AWS' is not adequate and could do with a signficant addition of locations/staff. Currently when a GSM customer calls in for customer care, there is a high probability they will have to wait on hold in excess of 10-15 minutes. This just is not good Customer care and is the result of inadequate resources. We need more Customer Care personnel.
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i definitely agree i mean how is cingular going to handle twice as many customers with the same amount of reps not to mention when it all goes through everybody is going to have questions about everything 😉
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exactly, but they dont need more reps to handle that.....NOOOOOOOOOO.........[/sarcasm]
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I am not trying to bring anyone down... but just because Cingular is going to double their customerbase does not mean they have to double their staff. I work as a staffing manager for callcenters... and double volume does not mean double your staff. There are alot of things that can be done to help improve how many calls the existing Cingular staff can handle. First off I know Cingular has set up the *services and soem other things to try and elmiante calls going into cusotmer care. other thing they can do is have their exisiting sites working on AHT. the lower their AHT the more calls the reps can handle. So yes Cingular will have to have more staff... but they will not keep all AT&t dites open infact they will probalby only keep a quarter ...
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