So they are actively surplusing the folks who handle all of the customer care and customer support, then wonder why the Voice of the Customer surveys are so trash as of late. You call in and get transferred around because no one knows WTF is happening or how to fix sh-t that gets messed up in Retail because the teams that DID handle that are gone (Surplussed) and the chat support is so bogged down with people refusing to be stressed to the max that the wait time for anyone remaining to get help is ALWAYS two hours minimum. Then of course they hire in new managers off the street to replace the ones they just surplussed....and these NEW folks have zero idea WTF is happening themselves or what they've just signed up for..This company is operating on the sole fact that the left hand NEVER knows what the right hand is doing anymore. If they start cutting at L3 and HIGHER..we could reach whatever financial target they are trying to reach and everyone could stop being stressed and near their breaking point day in and day out. There is ZERO reason John Stankey should have made 29 million dollars last year when the stock value has diminished STEADILY throughout his tenure. 29 million dollars to look goofy as fu-k in every video they put him in, where he lies about how well the company is doing, then directs the company to send out "Mental Health Support Tips!" emails to the folks who hate his guts.
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All call centers are about selling now not customer service. They surplussed so many trainers that understand the business just to bring in someone from the call center in a specific location. People will never be trained right with the lack of trainer skills and the fast pace they have to be put into production.
Laughable when someone presses one for English and they are answered in India's call centers.
Funny how so many Leg T union workers are getting surplussed and the highest seniority folks are taking the VTP and leaving with 2 years pay.
I don’t think there’s a person living, including Stankey, that could
disagree with your post that he didn’t earn $29M.
He has to know it deep in his heart although he doesn’t have one.
His greed will come back to haunt him.
Does T really have a Customer Care department? Most of our customers wouldn’t believe this.
One thing we are good at is driving anything that has to do with a customer - period in the ground. It’s a continuous cycle no matter customer facing or supporting org. Specifically sales, ordering, provisioning, field services, maintenance, billing. Does global real estate, HR, and other never touched a customer wouldn’t know what a customer was if they saw one go through these same gutting exercises over and over?
Mobility call centers have been closing one after another; and with the pressure on COR stores to sell, customers keep calling in to complain about all those non-active extra lines that have been added during an upgrade and to waive fees. No one cares anymore, it's just keep exceeding targets any way, and do more with less.
The titanic is going down. Sad. All due to Stankey greed and people who have no idea how to run a company except into the ground.