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Call Center Hiring Leads to More Verizon iPhone Speculation

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Original poster
Apr 12, 2001
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A CNET report regarding a hiring spree by several customer service call center companies in the mobile phone business has been generating renewed speculation since late Friday that Verizon may be staffing up to support an early 2011 launch of the iPhone on its network.
The hiring companies, Salt Lake City-based Teleperformance and Kennesaw, Ga.-based Ryla, are hiring at facilities around the country, with Ryla advertising for 1,700 positions in Indiana, California, Virginia, and Colorado.

Though few of the job postings specify which company the new employees will be taking calls for, Teleperformance's Careerbuilder post says employees in Pennsylvania will field calls for a "major wireless cell phone service retailer."
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The report also points to a Fresno Bee article on Ryla's hiring in Clovis, California, which is said to be in support of "a Fortune 50 cellular/telecommunications company that expects to increase its marketing and sales", a designation that would appear to limit the possibilities to AT&T and Verizon.

Teleperformance has worked with both Verizon and Apple in the past, which when considered along with size of the hiring surge, has obviously led to speculation that the new positions are set to support a Verizon iPhone. Several mainstream newspapers have claimed in recent weeks that a CDMA-based iPhone is set to launch on Verizon early next year.

Article Link: Call Center Hiring Leads to More Verizon iPhone Speculation
 
Article Link
https://www.macrumors.com/2010/10/25/call-center-hiring-leads-to-more-verizon-iphone-speculation/
Verizon has a call center here in Wilmington, NC, but there has been no additional hiring. Why would they hire an outside company to assist iPhone users when they have their own call centers?
 
Tilpots said:
Verizon has a call center here in Wilmington, NC, but there has been no additional hiring. Why would they hire an outside company to assist iPhone users when they have their own call centers?
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I'm pretty sure that the company is only doing the hiring, not providing the actual customer service.
 
grmatt said:
I'm pretty sure that the company is only doing the hiring, not providing the actual customer service.
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They call center here does their own hiring regularly. You're suggesting that Verizon is trying to hide the fact that they're hiring more staff? Why would they do that? I'd imagine they'd shout it from the rooftops as long as they don't say "iPhone."
 
Tilpots said:
They call center here does their own hiring regularly. You're suggesting that Verizon is trying to hide the fact that they're hiring more staff? Why would they do that? I'd imagine they'd shout it from the rooftops as long as they don't say "iPhone."
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It's not uncommon for companies that do their own hiring to also use staffing/sourcing companies for hiring.

Also for the amount of hiring they're rumored to be doing in this one batch, it would be too much for just one companies HR department to handle.
 
Tilpots said:
Verizon has a call center here in Wilmington, NC, but there has been no additional hiring. Why would they hire an outside company to assist iPhone users when they have their own call centers?
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To keep the purpose of the hirings secret?
 
I still don't understand what this has to do with the iPhone.

People are getting way to hung up on this. I wish it would come out already for Verizon. These stories are so annoying. lol
 
Verizon

Verizon carrying the iPhone is a good thing for me if it results in lower rates. If Verizon comes out with pricing plans similar to AT&T's I still won't be getting an iPhone. Rates are too high.
 
Well then its not AT&T, as AT&T does not process ESN changes but IMEI changes. Verizon is the only carrier that I work with that understands what you mean when you advise you need to update an ESN.
 
Maybe I'm blind - but where does the job post say it is iPhone related? Maybe they are hiring new people because they sold more Android phones as expected and need more people to support those?

Yes I also wish more carriers would get the iPhone, but that does not mean that every cough out there can be read as a sign that the iPhone is coming to other carriers. We all know that it can't be too much longer until this happens - so one of the rumors (if based on any foundation or not) will some day turn true ...
 
Doctor Q said:
To keep the purpose of the hirings secret?
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Again, why would they keep it a secret? Of course, keep quiet on the iPhone part, but other than that, it doesn't seem to make sense. I don't think Verizon would try to disguise the fact that they are growing, but maybe why they are growing.
 
Ugh!!

This is just getting obnoxious. I've never complained on any of these forums, but this Verizon crap is getting BEYOND old. It's a freaking rumor/point of interest that has been beaten down to a bloody pulp. I think that any and every Verizon story (unless officially confirmed by Apple and/or Verizon) should be on Page 2 from here on out.

Imagine being fed tomato soup on a daily basis. That's exactly how I feel with all this Verizon crap. Sick of it!
 
#8 provides all the proof we need. Verizon/Sprint CDMA phones have ESN identifiers, AT&T's GSM phones have IMEI.
 
Adisah said:
I still don't understand what this has to do with the iPhone.

People are getting way to hung up on this. I wish it would come out already for Verizon. These stories are so annoying. lol
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Agreed. According to some, if my neighbor's dog poops in my yard it is just another sign that the iPhone is coming to Verizon. :rolleyes:
 
Caliber26 said:
This is just getting obnoxious. I've never complained on any of these forums, but this Verizon crap is getting BEYOND old. It's a freaking rumor/point of interest that has been beaten down to a bloody pulp. I think that any and every Verizon story (unless officially confirmed by Apple and/or Verizon) should be on Page 2 from here on out.

Imagine being fed tomato soup on a daily basis. That's exactly how I feel with all this Verizon crap. Sick of it!
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Agreed, no more tomato soup please! Who's to say this isn't all to sell a bucket load of powerful new Windows 7 phones or more Android or anything else. All of the phone manufacturers and networks around the world are expecting and planning for smart phones to grow significantly this year and are pulling out all stops to win customers. The phone networks, including Verizon, couldn't care less if you run a windows, apple or nokia OS just as long as you buy some data and other services.
 
Caliber26 said:
This is just getting obnoxious. I've never complained on any of these forums, but this Verizon crap is getting BEYOND old. It's a freaking rumor/point of interest that has been beaten down to a bloody pulp. I think that any and every Verizon story (unless officially confirmed by Apple and/or Verizon) should be on Page 2 from here on out.

Imagine being fed tomato soup on a daily basis. That's exactly how I feel with all this Verizon crap. Sick of it!
Click to expand...

I like tomato soup.
 
*Yawn* everyone knows this phone is coming, can we stop all the speculation now and just...wait for it.
 
Caliber26 said:
This is just getting obnoxious. I've never complained on any of these forums, but this Verizon crap is getting BEYOND old. It's a freaking rumor/point of interest that has been beaten down to a bloody pulp. I think that any and every Verizon story (unless officially confirmed by Apple and/or Verizon) should be on Page 2 from here on out.

Imagine being fed tomato soup on a daily basis. That's exactly how I feel with all this Verizon crap. Sick of it!
Click to expand...
Perhaps instead of hanging out at Mac rumors, you should start hanging out at Mac facts, because it's clear that rumors tend to upset you.
:rolleyes:
 
The vast majority of call centers are outsourced. Chances are when you call AT&T, Apple, Verizon, and so forth you are not talking to an actual employee of that company. It's far cheaper for a company to outsource its customer service operations than it is to run it.

I've worked in call centers for years, and I've helped write the outsourcing contracts.

First the start up costs are cheap. No offices to build, as the outsourcer provides the building and telecom equipment.

Basically we contract out specific metrics for the outsourcer that will never be able to be met. Things such as AHT (average handle time), FCR (first-call resolution), customer satisfaction, staffing requirements and so forth are written to favor companies like Verizon. Most of our outsourced centers never meet these contractual requirements but if we are overall happy with their performance we keep the center running. It just gives us an easy "out" should we decide to shut it down.

If we become unhappy with a call-center's performance we use the fact it has not met contractual requirements and end our services with them. Since they are not our employees there are no layoffs on our record, no severance or unemployment, etc. Several hundred people might lose their job but it won't effect a company like Verizon at all.
 
Dear god, grasping for hope at it's best. Pure desperate speculation.

This could well just mean Verizon is having higher calls to their call centers and they are hiring to reduce wait times.
 
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