?

Log in

No account? Create an account

Previous Entry | Next Entry

I realize I'm just a peon, but....

Am I the only one who finds this to be a bit mind boggling?

My company can't budget to hire new (badly needed) reps

BUT!

They *can* budget for:

1. Outsource companies to help take the load (???)
2. Contests (prizes and taking people off the phones to help)
3. Aquistions

What the fuck?

Comments

( 7 comments — Drop A Feather )
ex_digitalis869
Oct. 9th, 2002 04:44 pm (UTC)
They were pretty retarded when i worked there, too.

At least i had a really cool boss.
(Anonymous)
Oct. 9th, 2002 05:00 pm (UTC)
One of my co-workers at EarthLink is sleeping with her supervisor. I just think that's inappropriate.
closer2myself
Oct. 9th, 2002 05:07 pm (UTC)
As long as they're behaving appropriately while in the place of business, then it's no one's business but theirs. If they cross the line of behavior while on Earthlink property and on Earthlink time, there's a problem. And that includes showing favoritism.
darkphoenixrisn
Oct. 10th, 2002 07:03 pm (UTC)
My two cents: sleeping with your supervisor is questionable even if no obvious favoritism is shown.
darkphoenixrisn
Oct. 9th, 2002 05:02 pm (UTC)
It does seem like their priorities are a bit skewed.
pulpie
Oct. 11th, 2002 03:45 am (UTC)
Devil's Advocate Pulpie says...
Ok.. this is where I become the bad guy. Now first off... allow me to say that as I work on the CS floor too, I know exactly the frustration and stress you feel. However I recently had a conversation with some higher ups with my saves tranining and again with my being a churn advocate. These points were all brought up.

Now I know we're on completely different sides of the nation, and in different call centers. In Atlanta this is what we got...

1) You end up paying about 50 outsource reps what you would bay 100 tac-perm reps. Hence the company is trying to save money on service to bump up our bottom line so we get a bonus. I argued with them that what they make up for in money and the bottom line, they lose in quality. This is still an ongoing debate, but their logic is in the right mindframe. If only outsource knew how to do their job. There are 2 OS centers. 1 takes Tech and one takes Tech and CS (This is my understanding, I may be wrong). If you closed the OS to hire tac-perm reps, then we would only be able to hire about 45-55 % of the people taking calls in the OS right now.

2) Contests being run right now are pretty much by advocates. And we have to supply our own materials, money, and prizes for any contests we come up with. That's why you may have seen some things like bake sales, raffles for a day off, various other we did it all our selves kinda contests. I dunno what exactly you guys got going out in Seattle. So I really can't say.

At the churn rallies they did give out some huge shit, however the amount they gave was nominal, and I'm sure a corner was cut in the actual "Let's Tackle Churn" campaign just to make those happen. Once again, it does still come off of out bottom line. But Earthlink's view is that if they spend a little bit in one shot now to try to boost morale, that it will pay off in the long run when they get employee's geared up to provide quality service.

(I think they were pretty much talking out of their ass on this one, as I agree with you. However, again... I can see their logic, it just doesn't work.)

3) Acquisitions is a whole different department, and they set money aside at the beginning of each year to acquire smaller companies. We may spend 1.4 million in one shot on buying a company and customer base of 50,000, but if we kep 80% of those customers for over 3 months, then we've made that money back and then some. The only problm is that we haven't had an even remotely successful acquisition since Verio. And that was almost 8 months ago.

I guess my rambling point is this...

Whereas I see every valid point made about the company wasting money on shit they don't need to be wasting it on, I also see some logic in their ideal that you gotta spend a little money to make money. I think have reservations that they aren't spending it in the right places sometimes. What looks great on paper may suck in real life, but what looks great in paper and in real life to them may seem like shit to us. Nobody will know if it hurts or helps until bonus check time.

Thank you for letting me talk out of my ass... and have a splendiferous day. :)

onyxangel
Oct. 11th, 2002 09:07 am (UTC)
Re: Devil's Advocate Pulpie says...
2 issues I have here:

1) You end up paying about 50 outsource reps what you would bay 100 tac-perm reps. Hence the company is trying to save money on service to bump up our bottom line so we get a bonus. I argued with them that what they make up for in money and the bottom line, they lose in quality. This is still an ongoing debate, but their logic is in the right mindframe. If only outsource knew how to do their job. There are 2 OS centers. 1 takes Tech and one takes Tech and CS (This is my understanding, I may be wrong). If you closed the OS to hire tac-perm reps, then we would only be able to hire about 45-55 % of the people taking calls in the OS right now.

3) Acquisitions is a whole different department, and they set money aside at the beginning of each year to acquire smaller companies. We may spend 1.4 million in one shot on buying a company and customer base of 50,000, but if we kep 80% of those customers for over 3 months, then we've made that money back and then some. The only problm is that we haven't had an even remotely successful acquisition since Verio. And that was almost 8 months ago.


Have you ever looked at who's cancelling accounts now days? Its the customers we've had for several years, who have sprintmail or mindspring addresses. Why? Dissatisfaction. We can't provide quality customer service for the customers we *have* and they expect us to take on "smaller" companies? This hold time, point blank, is costing us. I get as a minimum 2-3 calls *a day* where the customer wants to cancel primarily because of hold time. Why do we have these? Because we're taking on aquistions. Okay, that's not the *only* reason, but it is a big part, and a huge call generator.


When I first started working here a year and a half ago, even when someone was having a problem, I heard good things about this company. Now, I very rarely do, and in fact more often than not, hear insults about how Earthlink is no longer a 'good' company. People are *choosing* AOL over us. That didn't happen until recently. I think it would promote a GREAT deal of understanding if management took calls for 8 hours solid and heard the things that reps do, maybe then the problems of quality vs. "time" would be answered, or at least something could be done to meet middle ground. As it is, I feel like I'm hitting my head against a brick wall. I leave work frustrated and irritated. I don't tell people where I work anymore, and I used to, I used to promote this company like there was no tomorrow. Now, *I* get frustrated when trying to accomplish things for a customer..I can only imagine how that customer feels.

I know that I'm pretty much preaching to the choir on this, but I should *not* be this frustrated when I'm trying to provide a service. Conversely, the customer should not be this frustrated in trying to get something resolved. In the year and a half I've worked here, I've noticed a definite slide in what we provide in the guise of "customer service". It no longer feels like customer service to me, or to the customer. THIS is the issue at heart.



If OS knew what they were doing, or had access (I understand that tech especially has limited access), then they might be useful. However, from what I can see, they generate more calls than solve them. I can't count the number of calls I get in my queue from OS tech that A) don't need to be transferred and B) don't have anything to do with CS. All this does is frustrate the customer, who's been on hold 20 minutes plus to be told they have to go *back* to tech or that they didn't need to hold after all. This, in turn, creates churn. The accounts are even noted, and I fill out more 'feedback' forms on OS reps than I do any other rep. Conclusion: They need to train OS better or get rid of them and train reps who work for Elnk, period. Otherwise, its a waste of effort and money for both sides.

( 7 comments — Drop A Feather )