Dell complaints

[john316]

I work for Qualxserv in Boston area and until last week we had decent call volume, suddenly on monday nearly none. Unisys which picks up at the same FedEx has 3-4 new employees and a mountain of Dell parts. They had trained the new guys over the last couple weeks i've been told, so they knew this was coming.

Qualxserv gave no hint to us, naturally and no response from management asking if this is perm or temp or what? Cruising along with good paychecks for months and suddenly nothing with no warning sucks. I'd prefer to stay doing W2 work it suits me. Anyone else know anything about this?

[HellComputer]

Dell listened to Rock, and improved the quality of their machines. Now look what happens, nobody has any problems... what a disaster.

[diashto]

You know those surveys that they keep pushing for you to tell the customer about so they give you all 9's? All those surveys from your area/district are lumped together, and Dell looks at those to determine who deserves the call volume.

If you had a bad month of surveys, you're not going to get the call volume until you've improved the survey scores. Meet with your district supervisor and see if you can find out what your month-end survey numbers are.. you may need to get your team together for some coaching or something to help raise those scores and get your volume back.

Qualxserv didn't give you any indication because they just didn't know. The calls dont come to QXS for distribution, they're distributed to the various service companies by Dell, based on the survey scores. It may not even be that you in particular scored poorly, but if you have one or more slackers in your district that are constantly on the bottom of the heap, it brings the whole kit and kaboodle down.

It should be temporary, slow beginning of the week can sometimes mean a busy end of the week. Business should continue to pick up through the holidays, then drop off after february/march-ish.

[john316]

Thanks for the reply, yeah.. I have over 10 surveys in with 9's (and a few 8's) across the board. I suppose there are techs with crap for scores out there in my district. (I know of some and really wish they'd get dropped)

The lack of warning I get from your description, just seemed like Unisys was well prepared for this sudden up tick in call volume.

I guess expecting some kind of communication is asking too much. I've been doing this for years and should know better.

The ebb in volume I'm used to. This sudden drop to nothing not so much.

[john316]

And just FYI it seems all the calls lost are Business/edu accounts. Home customers are trickling in still. It is easy to get paranoid when you are kept in the dark...

[Tailmon]

[diashto]