Verizon Employee Reflects on Job Experience: “I Was Often Dishonest”

Many companies are moving their jobs to other countries where they can pay workers less money. This often means that when you reach out for customer support, you might not be communicating with someone in the United States. This is especially true in customer service roles, where many companies hire remote workers from overseas. Unfortunately, these workers are sometimes encouraged to mislead customers about who they are and where they are located.

A former employee of Verizon, who worked in offshore customer support, recently shared their experience online after leaving the company. They decided to quit because they had to sell unnecessary products to customers. What was more troubling, however, was the fact that they often had to lie. This wasn’t just about things like pricing plans; it was similar to what we hear about with scam call centers.

These offshore representatives often fabricated details about themselves, including their nationality and location. Sometimes, if a customer asked, they would even have to provide a fake name. In one instance, the former employee pretended to be a Verizon customer themselves, and some callers expressed relief at finally speaking with someone they believed to be American, not realizing the truth.

The former Verizon worker also shared some emotional stories. They described moments when some customers became very upset, even crying because they couldn’t afford their bills. In these tough situations, customers would sometimes mention that high medical bills were making it hard for them to buy anything else. Yet, there were also times that were more uplifting. Occasionally, the representative would choose to reveal their true identity, leading some customers to ask questions about where they were really from. These interactions changed the representative’s view of Americans, offering a more personal perspective on the challenges people face.

Moreover, there seems to be a trend among phone companies, where employees are being pushed harder to sell more products and services, many of which customers do not genuinely need. For example, AT&T employees have started feeling frustrated due to new pressures to increase sales, especially after they received lower-than-expected paychecks. As a result, some of these workers are contemplating seeking help from their union representatives.

It’s surprising, but not entirely shocking, to see that American cellular companies are using the same tactics as dishonest call centers. It raises concerns about the industry and how vital customer service roles are being managed. Many workers in these positions face challenging expectations and are required to hide the truth from customers, which undermines the trust that is essential in any service-oriented job. This situation leaves many wishing that these crucial roles could be fulfilled without the need for deception.