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If there are any ATT PMs who look into new customer onboarding, I think this can be a good revenue optimization opportunity. Based on the below experience: - You just lost a customer who would have made $600 in next one year - You incurred expenses for at least 2 agent call per customer - You lost an opportunity to cross sell phone line to a customer Here is my experience: - Moving to new apartment - Went to ATT website to order internet services - Order placed without giving me a start date - got an email that your start date is X where as I will y my start date as X+10 - No option to change start date online so called customer services - Customer services first told that there is already an account associated to the new address. And that I need to call the landlord to cancel that existing account - I asked to cancel my current order so that I can sort this out with landlord - Then customer services said that she can make the changes in the system and made the changes - Next day - I have 2 emails from ATT - One with start date of X and another one with start date of X+10 - These emails also have the link to change start date - I click on the link and the landing page does not have any info on changing start date - I try to look at my order details and there it says that the activation date is X (not X+10) - On top of this the service address is not my new address. It is my shipping address. After this experience - I am now going to call ATT and ask them to cancel my order. I will switch to Spectrum hoping they have their new onboarding sorted.
AT&T has heavily outsourced all their tech to witch the likes of Tech Mahindra etc. same deal for health care companies and other telecom like Verizon . They all have pure shit of experience online
This is so true. Our leadership is too misguided to realize how big of an issue it is.
I am actually not against outsourcing while maintaining quality but there has to be accountability within the organization - Genuinely curious - Is there a culture of metric review in ATT?
None of the metrics that matter. It’s like who’s line is it anyway… where the points are made up and the scores don’t matter. There was a time where we were really focused on the customer experience, that has since gone away. Really recently we sold a whole bunch of corporate stores to authorized retailers. That speaks volumes all by itself. There are a lot of contributing factors to it all. Bad leadership decisions, bad enterprise architecture decisions, the belief that tooling is the root problem rather than the processes the tooling supports. The culture here is to always protect one self over the best decision for the customers and business.
Sad to hear that where a company has so much potential but are hindered by lack of leadership and vision
No one at AT&T gives a shit about customers fr.
switch to tmobile!
I am a t-mobile customer for their cell phone services. Now I am looking for internet services. I did see in Super Bowl ads that t-mobile is providing internet services also. But I am not sure if it is good enough. Do you have any feedback for their internet services?
That’s because our CTO decided it’s more important to consolidate internal tools instead of focusing on the customer facing platforms and the tools used by our retail agents.
Well I hope that someday a PM might present a business case to the CMO who can in turn help influence the CTO