@CountyDownIeUk
This is the conundrum.....once telus fully merged public mobile under its corporate management stripping away its independence and all but eliminating its executives, upper management and it's individuality it took some of the money saved paying high Canadian salary standards (relative) to increase the size of the outsourced customer support team latching onto the idea that long customer support wait times at public mobile was the biggest hurdle to overcome to increase profitability.
As wait times shrunk so did all of the individualistic characteristics that made public mobile so appealing to its fiercely loyal customer base who were willing to act as psuedo employees encompassing the customer support team, marketing and sales force for mere pennies back in referral promotions, rewards and innovative plans. As we bemoaned the lack of promotion that benefitted both new and existing customers we were surprisingly pleased at the lack of wait times for support.
But in the last year as telus rolled out "improvements" for public mobile that were in fact aimed at cost cutting and increasing profitability with the fine art of distraction. With every new roll out.....the Community, Self Serve Accounts, 4G LTE Plans, Promocodes, Bonus Referrals and the piste de resistance "Public Points" the new customer support agents started to outnumber the veterans and the level of customer service dropped percipitively.
Combined with the snowballing amount of new glitches, non-functional Self service accounts, a more confusing and cluttered community layout that created a less effective community with individuals out for themselves rather than the greater good telus has managed to make public mobile into a poor, broken neighborhood rather than driven by community its the dtes of telus's global reach and they have become public mobile's slumlord.
While telus international sells itself as a global leader in customer service, AI and IT solutions for outsourcing customer support for major brands around the world it doesn't seem to practice what it preaches to the world at home with public mobile.
“We will put our customers and fellow team members first by simplifying and digitizing our processes, reducing customers’ effort in their interactions with us and giving where we live to improve social outcomes in our communities.”
This certainly isn't my experience in the last year with pm's customer support? I find it hard to believe the CEO of Telus International Jeffrey Puritt when he says....
......that “customers first” is the corporate strategy, but “where the rubber meets the road, we must bring out the best in our employees” because “they are critical to the implementation of strategy” That’s why the firm invests heavily in human skills, technology, training, and career development — to the tune of millions of dollars per year."
It's time telus invested a little money in public mobile so it functions for its customers and actually invest in recruiting CSA's and training them to be effective agents.....and highlight the knowledge and skills of the few senior agents that remain with pm and have them mentor the new hires and develope a strong, knowledgeable and efficient CSA team.
