Quote:
Originally Posted by Peter_
I would not have gone as I did need feel the need to go due to my circumstances, many more will feel the same.
It is also a question of trust,could you ever truly feel safe with a company who are willing to make 435 people redundant and lose the accrued knowledge in that workplace which can never be replaced.
Try reading some of the answers the new 2nd line guys ( join dates November 2011 onwards ) are giving on the community forum, they are answers you would not even expect from an agent just out of Grad bay and even the members are questioning some answers given.
If they are the future expect many more disgruntled customers either leaving or seeking help elsewhere.
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I'll take a look.
Quote:
Originally Posted by Chrysalis
yes I want to see more of this.
could this be done with call centre work? probably but companies like VM likely want to directly supervise their staff which I think is the main barrier.
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Supervision can be dealt with by static and remote controlled webcams, monitoring of the quality and quantity of work done eg computer generated stats, discreet monitoring of emails written, 'phone calls etc
Quote:
Originally Posted by Peter_
It can be done quite easily this company already does it but it is a Zero hours contract and you earn your holiday money as you go which is on top of the basic wage.
You just need a hard wired computer and a home office with a phone line, you incur no costs as it is all computer based and they have team managers remote listening and call stats, so it is just a virtual call centre. |
Indeed! The trials I mentioned go even further than this
Quote:
Originally Posted by pabscars
Agreed, I just assumed that 2nd line were called that because they had the necessary knowledge to problem solve past the usual 1st line dross.
From what your saying, it sounds like the new 2nd line peeps and basically English speaking 1st line agent's on a better salary 
I would have thought a company the size of VM would have systems in place to ensure a transition of knowledge is passed on, ie retain at all cost's a certain percentage of old 2nd line staff to go down and train the new 2nd line guys. |
Indeed, and this process does not appear to have not been carried out as well as it could have been, to say the least.
---------- Post added at 00:23 ---------- Previous post was at 00:19 ----------
Quote:
Originally Posted by Digital Fanatic
You've got it in one mate. Nice people and I wish them luck, but...
They've had some training, but they had to lower the test score pass rate (by a lot!) for them, so that tells you something! lol
VM have done nothing to keep the knowledge that Liverpool had, they didn't care about loosing it... their answer to that question was "we are prepared to take the hit on this"... they have been rather foolish IMO.
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Is this the impression that you've gleaned from the company, or was it an individual who actually said "we are prepared to take the hit on this"?
Quote:
Originally Posted by Escapee
I'm not so sure that I would be worried about doing a good job of training if I was training someone to take my job. I have worked somewhere where selected people were asked to stay on, I refused but a few others took the extra months work but were only doing it for the extra money.
It's typical big arrogant company attitude thinking all that's required is 'A bit of training' It's why these sort of companies end up lacking employees with the correct skills, knowledge and experience  |
That fault was down to management, who should have put measures in place to ensure that the staff doing the training did a good job of it eg payment by results.