Well, it appears US Cellular has made another drastic change in the company once again. As the title says, ALL technicians and managers will be eliminated from the company. No more service centers will exist and Retail Wireless Consultants will be "trained" to do the troubleshooting that technicians did. Below is the memo:
As always, this is based off of "customer's wants and needs" and to better help them. Essentially, they are saying customers do not want to talk to multiple employees but rather deal with one during their entire visit. This is VERY true in most scenarios but to replace technicians and their knowledge with just RWC's and add to their duties that they must complete is not the solution in our opinion. Service Technicians have had much more hands on time with phones, much more in depth training, as well as the time to understand and work with these phones that RWC's have not.
Let's add to that and say a customer does need some technical troubleshooting and a RWC needs to spend quite some time on this and there are several other customers needing help. Now, the RWC cannot help these customers because he is tasked with another title of being a Technician now as well. There goes possible commission for them s well as longer wait times for other customers.
I do see some points on behalf of US Cellular as well as this will save substantial money we can only imagine. However, there are sure to be many more cons from our point of view. What do you think? Let's hear below!