Report: Compucom Systems
Category: Consulting
Compucom Systems Fired me because I had my common law wife on my insurance! Dallas Texas
*UPDATE Employee.. inside information ..christopher is right about the company and more!
Compucom Systems
Fax:
Dallas, Texas, 75230
U.S.A.
Submitted: 4/23/2002 5:27:16 AM
Modified: 6/20/2007 11:18:03 PM
Christopher
Me and my wife are married (common law) which is legal in texas. I put her on my insurance during open enrollment.They said it was fine. The about 2 months later a co-worker and I were talking about it and he said I should call them.
I called them spoke with Karen ratfield at compucom and she said that everything was ok and we just need to take her off.
1 week later my boss takes me in and say he had to let me go. At the time they let go I was team member of the month.
They where looking to let people go so they can make more money. Also any company that might be choosing COMPUCOM as there outsourcing service don't!
They screw companies and try to put the least people they can to help them make more money.
christopher
dallas, Texas
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Updates & Rebuttals:
- Did you ever consider Keith [12/30/2002 1:10:39 PM]
- christopher is right about the company and more! Mike [6/20/2007 6:15:27 PM]
Did you ever consider
Chris,
Did you ever consider that you were committing fraud? I would hope that any company discovering an employee (especially one representing the company at a client site) committing any such action would immediately terminate employment of such an individual.
christopher is right about the company and more!
Compucom is like all other companies out there, they are there to make money.
As for the insurance issue, christopher, you were in the right and they were in the wrong. It is not illegal to put a common law spouse on your insurance as long as the company and the insurance provider ok it.
Being that Compucom said it was ok, you were off the hook. You did the correct thing when you contacted them to verify the information and from what you said ( I called them spoke with Karen ratfield at compucom and she said that everything was ok and we just need to take her off.) Hmmm, Sounds like there screwup and not yours.
As for them firing people to make there profits look better, (True), I have seen it happen many times. No some of the people they get rid of with valid reasons. But they also tend to let there floor managers pick and choose who is out and who stays.
I can honestly say that poor performance from a phone tech is not much of a concern for them.
Compucom promotes that all there people are A+ certified with in 90 days of hire. Yeah right. I personaly know people that can not pass the test and have given up on even taking it, and the managers let it slide becuase they are buddy buddy. Besides, having an A+ at compucom is like getting a pay check there. They have classes on how to pass the test and they tell you up front, don't try to understand or know any of this stuff, just remember key points to pass the test. WTF is that all about. Nice level of support they can offer the end customers.
As for the makig money. Last year they shut down a team called PSST ( Packaged Software Support Team). This team was the got to team for everyone in compucom and the customers, when it came to applications like MS Office, Project, Visio, Lotus Notes and many other applications. They transitioned this role to an India company to cut the over head cost of the support. In doing this, they kept the rates to the customers the same but then offered premium application support from a team called SSST ( Shrinkwraped Software Support Team ) and they had the same techs they kicked out of PSST taking the calls. Now the people that did just PSST are now doing SSST as well as the accounts that they got moved to when they shut down PSST.
Most companies did not really ready the letter they were sent about all PSST calls were going to be moved off shore and to have there calls stay in the USA and be supported by English speaking techs, they would have to pay the higher price. WOW, this did not go over well. They lost some business but some just said the hell with it and either paid the higher amount or just accepted the poor service they started to get. Way to go in supporting the customer.
Back to the certifications. Compucom still boost that all there techs are certified and there PSST techs are MOS certified. Well yes and no. Yes the India techs do have a MOS cert they they got after taking a short test from the local IT person. The trainer that came back after going there for a little over a month was like OMG what the hell have we done? He said the test they took had question like, How do you change the size of the font in a word document and how do you creat a new page in an excel workbook? About a month later SSST was created to deal with the customers that would have nothing to do with the new PSST.
There other big problem for the customer is there performance. I see it all the time, how can we adjust the numbers so we meet the SLA this month? LOL. Look you either meet the SLA your customer set or you don't. The problem is they buddy buddy people that can not seem to pass (Remember a few questions) the test also seem to have very low states. Yes there Average length of there calls is great, but there number of calls is still lower then the good techs and there First call resolution is something else. Even with 3 or 4 of there stats being well below standard, they are never put on training to help them bring up there stats, Remember that buddy buddy system I was talking about? When a customer has to call in 2-3-4-5 times to finaly get the issue resolved, becuase they finaly got a tech that was able to fix the issue or got a true tech that cared to make sure they were resolved one way or the other.
Don't even get me started on the employee of the month, never have I seen that go to a team member that works hard then the rest, again, buddy buddy system.
As for there pay. Wow lets support our people that have been here awhile. That is a joke. I have seen about 50 good techs leave Compucom over the last 6-9 months becuase they are paying new hires about $4 more per hour then there techs that are trained and are able to resolve issues. Forget about even getting expereinced techs in there. They are grabbing almost anyone that can click start on the windows screen.
Personaly I would never let my tech support be done by an out side company. I would want the best support that my money can get. When you hire Compucom to do your support, your support is done by a number of techs that are on the team. What they do not tell you most of the time, is the team that is supporting you also support any were from 2-5 or more companies. That is not only hard on good techs but the end user ends up getting low quality service for the high price they are paying. Trust me, I have seen figures that shocked me. The techs get paid much lower wages then they would if they worked for the customer directly. There knowlegde base (Used by the techs becuase they have no clue as to how to trouble shoot an issue) is a joke. Some of the things in there right right on the money for the issue, (About 1% of the calls). The rest is mostly general stuff and walk throughs of how to do simple things). Trust me when I say a well worded google search ends up with much better information for the techs and the end users.
Well that is my Rebuttle and is tand with you Christopher. I just hope you have found a true employee/customer driven company to work for. I like many others I know are looking for them as well. Soon we to will be free.
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