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Verizon Wireless Call Center Workers Need A Voice!

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By an Anonymous Verizon Wireless Call Center Worker

I’m a customer service specialist at a Verizon Wireless call center. I’m choosing to remain anonymous. You can call me agent V. I was lucky, out of transition I was put on a Pro Team. My supervisor coaches Pros and a couple specialists. We have a front row seat to the “How to be the best” show, and out of any where in the call center these are the seats to be in. More than half of my transition team ended up together on a separate team. I can see them from my desk. They have a supervisor that berates them for asking clarifying questions during trainings. She doesn’t encourage them during their team huddles, and I can see their shoulders slumping from the pressure being put on them. Many of them haven’t worked in high volume call centers before and aren’t getting the guidance that’s vital to long term success. How does someone like this become a supervisor at a company that prides themselves on being the best? Why isn’t anyone stepping in and ending their humiliation? Because there is no one to step in. Our in house human resources team is one person. And HR’s job is to protect the company from their workers. So it continues. We had a kickoff within the last couple weeks, and our center director made sure to say that we don’t need a “third party” to step in. Maybe she doesn’t. She makes a living wage! She isn’t brow beaten during meetings and coachings. She tells us during every meeting how successful we are, how we are a Fortune 500 company. How cool is that? I work at a Fortune 500 company that is currently making record profits. She may be happy with the way things are but I’m not. I’m one of many representatives who need to know I have someone to call if my supervisor isn’t treating me fairly. I need someone to negotiate a living wage for all of us, not just management. Most importantly, I need to know my job is secure and I won’t be replaced with a less expensive option. When we join together into a union we can do these things for ourselves. If they want to call that a third party, fine. But we cannot wait for someone to fix our situation for us. Let’s get organized!
CWAdminVerizon Wireless Call Center Workers Need A Voice!