OUTSOURCING, broken tools, you are a just number on a metrics report.
After 4 years here, after making many friends, after building rapport with customers to the point we were on a first-name basis, and after doing my absolute best to provide excellent support with the perpetually broken tools I was given- my position and many other support positions are being outsourced. I was given the choice to either take a pay cut and move to a different shift/role that I cannot work, or resign. This is how dedication and hard work is rewarded at Dell. If they can hire an incompetent person at a fraction of what your hard-earned skills are worth, you're gone! Too bad so sad, but the higher-ups reeeeally need to earn those bonuses for saving the company money by putting untrained butts-in-chairs in charge of support. Why keep actual skilled employees when you can pay someone pennies in India to read off scripts instead? I welcome the backlash from customers when this company's corporate greed backfires on them AGAIN. How many times does outsourcing need to blow up in their faces before they learn? They love to preach diversity, inclusion, caring about employees, customer service, etc, but if some manager can buy a new yacht at the expense of our livelihoods, you bet they will.
To my former customers- I'm sorry, I tried. I really cared about you and the quality of the service I provided. I did the best I could, but this company does not care about me or you. Please send detailed feedback to management and threaten to take your business elsewhere when your support quality progressively goes down the toilet. Losing money is the only thing they or any other soulless mega-corp cares about.
I do not recommend seeking employment here or purchasing Dell products.
