| Topic Name: |
agency |
| Message Name: |
My Reasons II |
| Date Posted: |
03/06/2006 |
| In Reply To: |
"not some call center in India, getting a different person everytime."
Ha I had to laugh when I read this comment that GONY posted. You have no idea what really goes on behind that PC in an agent's office. Ever wonder why I post so many negative comments? Read on.
I too like many thought SF's IT/Systems area was the utopia aka garden of Eden. Never in my life did I work with so many people with a distasteful attitude toward SF. Why if I was Bill King over that area I'd outsource it all to IBM, or Wipro, or EDS, or Satyam, or someone else and be done with it all. If they ever got their rear in gear and rolled out something useful and timely to an agent I would have been surprised to say the least.
I had one person tell me one day when I was studying for a certification exam that SF should pay for the exam fees. Geez their attitude was stick it to SF (or in other words the customer). One person said that he didn't worry about his job because SF had plenty of money. I can't tell you how many times Adm. Services had to send service people out to unclog a toilet somewhere where some dumbass employee threw a bunch of paper towels into the toilet and flushed it. The worse bathroom in the Corp. South complex was the one outside Dick Shellito's (one seat below Bill King) office. I'd find toilets not flushed as well as urinals. Used paper towels thrown on the floor that some lowly cleaning person had to pick that crap up. Why 10 year olds act better than those employees did. I met employees that had been there for years earning I bet 90K or more that hadn't picked up a technical manual in 25 years. Ha and GM and Ford think they have employee problems. Why if those people had to really find a job they'd starve.
I was totally shocked and appalled at what little those employees knew about what an agent actually did in their office. If I had one word to describe that IT area it would be CHAOS. I had managers that didn't have a friggin clue about what they were supporting. An opening would become available and they'd go get someone that had not a spec of IT experience to fill the position. Worse yet were those offshore contracted people from India that knew what about insurance? Nearly nothing at all! In my opinion the shit they programmed was just that shit!
When I was there no agent and I mean no agent could even load any software onto their system. I don't care how good it was or where you bought or got it from the answer was NO your not going to load or install it. In some ways I could see reason(s) why they didn't want to let agents do this but there seemed to be no flexibility what so ever. NONE!
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| Message: |
I remember reading an email that went through agency and back to systems from an agent. I mean she just ripped systems up one side and down the other about system outages. Rightfully so! Imagine having a client or prospective customer in your office and not being able to get to some form or their records. You'd be pissed too.
The last I heard they were making some efforts to remedy the situation. I know how I would have done it just like Jack Welch from GE did it... your fired and your fired and your fired....
What really pissed me about SF was how I saw talent wasted. If I were to have come in there and even made the very mention of the idea that an agent should have a clients info available on their desktop the moment that person phoned in via some telephony recognition I would have been shot down. I could not have even imagined how more responsive one of their million dollar agents in Texas could have been with his clients. Ever call someplace and have to wait while someone has to pull up your file after they ask you for the 20th time your name and address. Does it piss you off? No, I saw no place for people like myself there. It was the perfect place for show time at the vending machines.
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