My husband works for Verizon in tech support and repair.Verizon wants him to keep a quota of 12 minutes a call

Question

He helps people with Fios tv, internet,and phone they call him if they have a problem.Some calls are simple and he can be done in 12 minutes.Somes call are more complex and he has to help the customer with their problem and can take as long as 22 minutes or longer to resolve their problem.Verizon pulled him aside and told him if he doesn't keep each call down to 12 minutes he will be let go.What is supposed to do hang up on the customer?It's impossible to do this what can you do in this kind of situation?Thanks.

Answer 1

This is a typical problem with CSR phone banks. I understand Verizon is one of the worst. The one thing your husband can do is what I used to do. Give the customer several options to try . Tell them to hang up try those options.Then tell them if it doesn't work to call back and he will try again. This keeps the call under the mark. But allows your husband to give them an option instead of just hanging up on them.

And he needs to take into account this is Verizons policy. He is only doing his job buy shuffeling the customer off as instructed by his bosses. They only way it changes like with AT&T and DELL when customers start to react and sales drop off.

Answer 2

find another job. if he cant do it, well...

Answer 3

I, too, have worked for Verizon and have struggled with my AWT (average work time). To get my time down, these are a couple of the things I tried: * I kicked up the speed I spoke; * Learn to try not to force myself to know the answer to everything; * Learn to not always offer to keep searching for the answer, i.e., to close the call (I was told that I tried too hard and that I should just let the customer decide if they wanted to pursue the issue further).  Hope this helps.

Answer 4

I would try telling the customer the situation and ask them to call back.  I think the majority of people would cooperate if they understand the consequences to him.  It might not hurt to suggest they complain to Verizon management that they feel pressured to hurry through the call whenever they call tech support.

I have answered tech calls myself so I know what your husband is complaining about. As a Verizon stockholder this issue needs to be resolved.

Answer 5

I also work for Verizon, and have for 22 years.  The first 10 were in operator services (when people call 411).  I understand his problem.  The first thing he needs to do is to get in touch with his local union stewart, if there is no stewart at the time tell him he needs call the union hall/office.  The other thing he should do is know his Weingarten Rights.

This is what he needs to say the next time management wants to talk to him:

"ASK THE QUESTION !!!

IF YOU ARE CALLED INTO A MEETING BY ANY COMPANY MANAGER OR CORPORATE SECURITY, BE SURE TO ASK......

If this discussion could in any way lead to my being disciplined or terminated, or affect my personal working conditions, I respectfully request that my Union Representative, Officer, or Steward be present at the meeting. Without representation, I choose not to answer any questions."

Just because I am no longer in the Call center part of the company it doesn't mean that I don't have to worry about the same thing.  I use to take 7-8 hours w/ a 2 person crew to install FIOS into a residence now management has reduced it to a 1 person crew and wants it done on 4-5 hours so 2 installs can be done in one day.