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04/20/18 | 22:39PM
An Ex-Verizon Tech Support Agent's Confession

Hi, everyone, my name is Alan, although people nickname me Pon3 Boy for my "hobbies", but let's forget that for now.

I'm here to confess that I was once a Tech Support Agent for Verizon FiOS, by an Inbound Call Center where I lived.

Many comments that people have told of Verizon, about it's customer service/Tech Support are mostly true, but there are some that are not. For example, some would say that all their reps are A'holes, or don't care for their needs.

I'm gonna be explaining a lot, so, if you have some free time, enjoy these stories.

In my work place, we were around 400-500 people, including Supervisors, floorwalkers(support) and us agents, we were only tech, no sales, or retention.

I will admit that there were many of my colleagues that, when they had an inbound call, and were busy chatting with others, they would let the phone ring silently (so the supervisor wouldn't notice), once the phone stopped ringing, it would send the person BACK AT THE BEGINNING OF THE QUEUE, so, if you called and have been waiting an insanely amount of time, heard the phone ring, and then you heard the music of the hold time again, most likely they didn't answered your call, sometimes, the call would come in, but what they would do was mute and transfer to someone else, thus making the customer start at the beginning of the queue again.

I, on the other hand, answered as many calls as I could, since we had metrics for handling time, Calls per hour, FTR (First Ticket Resolution), etc. Some of my co workers didn't care, since they had "their way" with the supervisor.

Unfortunately I had many calls with customers pissed as hell, lashing out on me for the long hold. I could understand their frustration, but there wasn't nothing I could do, the only thing I could do was try to call them down.

Some colleagues would "vaguely troubleshoot" with the customer, and send a tech out to fix the issue, and they always hide this from he customer.

ON SOME LOCATIONS, YOU WOULD BE BILLED JUST BY HAVING THE TECH SENT OUT TO YOUR HOUSE.

AND ON ALL DISPATCHES, IF THE TECH DISCOVERS THAT THE ISSUE WAS ON YOUR SIDE (INSIDE WIRING) YOU WOULD BE CHARGED FOR THE TIME AND EQUIPMENT USED (unless you had the Inside Wiring Maintenance Plan)

So, if you found those insane charges on your bill, that's why.

Another horrifying thing was making sales.

At the beginning, it was optional to try and sell stuff to the customer, you would be rewarded with points, and could exchange them for things on a specific website (bags, cellphones, consoles, bikes, etc.).

Then they made it forceful to sell to the customer on every call, if not, it would affect your metrics, and your weekly paycheck.

SOME OF MY COWORKERS WOULD SELL THINGS TO THE CUSTOMER WITHOUT THEM KNOWING, THEY WOULD ADD IT TO THEIR BILL.

!!THEY EVEN RENEWED THE CONTRACTS!!

Sometimes I did sell things to the customer, !BUT I ALWAYS TOLD THEM THE PRICE, AND EVERYTHING!, some of my co workers were insisting me to sell them without them knowing, I would always ingore their comments.

And regarding tech support:

We had a system called "Wizard" that's a basic software that asks things like

"Did the customer disconnected the router?", And with check mark options "Yes, No, no able to".

Depending on what you selected, it would prompt you with another instruction, and so on.

It was designed to tell us, if the issue would be resolved, escalated, or if it required a tech, or shipment of new equipment.

So, if you wondered why everyone would repeat the seam thing, that's why.

We were obligated to follow the wizard step by step.

So, that's some of the stories that I have of my experience as a Tech Support Agent for Verizon.

If you wanna hear more stories, leave a comment and let me know.

Pon3 Boy (Alan) - Verizon H8er ID: DF28E0



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