A recent revelation by a Verizon employee highlights the challenges facing the company’s customer service. Many of us have faced frustrations when trying to get assistance, and it seems the root cause may be linked to how Verizon manages its customer service operations, particularly through outsourcing. The primary issue is that Verizon’s customer service centers are mostly run by third-party companies, which hire and pay the majority of the staff.
While there are some Verizon employees overseeing these operations, they lack direct authority and can only make recommendations rather than enforce changes. This lack of control affects the quality of service provided to customers. In terms of training, the distinctions between in-house and outsourced teams are stark.
Verizon’s internal representatives undergo a rigorous 12-week training program led by instructors, while outsourced agents typically receive only about two weeks of largely self-guided online training. Additionally, while tech support staff within Verizon often have an average tenure of eight years, outsourced agents usually remain for just three to six months. This discrepancy could account for the difficulties phone representatives often have in solving customer issues effectively.
Compounding the problem, customers find that even in-store employees frequently refer complicated issues to outsourced centers, where they face further delays and language barriers. Many of these concerns are echoed across the industry, with even representatives from other companies like T-Mobile expressing dissatisfaction over a shift in focus from customer satisfaction to profit. The employee expressed empathy for tired customers, stressing that the substantial reduction in in-house staff has directly impacted service quality.
They’ve removed most internal agents, opting instead for a workforce that is often considered cheaper but less effective. This development has undoubtedly left many customers frustrated, hoping for better solutions in the future.