An Open Letter To Glen Sirles

Glen,

Do you think we are all blind or just stupid? Your video was a slap in the face to every customer assistant in the company. Out of all the upper management, I thought you had a heart and a mind of your own. Boy was I wrong. I am very disappointed in you and hope you sleep on all this and have a change of heart. Why are you not talking to YOUR boss and asking what they are thinking? Your video was too late and really wouldn't have helped anyway. We already made our minds up about the vote on the contract. You really have some nerve to end you video thanking us for our "hard work" that we do for the company. What a crock! We know that management doesn't believe that anymore than you do. You give a pay increase to Tier 2 employees but CA's get the shaft? We do the most work!

No, I am not a Vice President of anything at AT&T, but I could be the CEO of common sense. We work hard all day and deal with the issues, and you smack us in the face with your joke of a video? What were you thinking? How can you do this to us?

We are the employees that take the calls from angry customers who scream at the outsourced offshore reps who barely speak english. The customers are happy when they talk to us. Well, they are happy after they yell and complain about the off shore reps who can't troubleshoot to save their lives. The outsourcing is a modern day AT&T sweat shop. How can you people continue to take away American jobs? AT&T made a HUGE profit last year and all year this year. Why not invest in America? Why not pay your employees what they are worth. While you sit in your office, we work our asses off for AT&T. Why don't YOU come out and take calls for a week. Follow DAWN. Follow our metrics. SEE HOW HARD WE WORK FOR AT&T. Then you can go back and tell your boss what a mistake they are making by not investing in us.

AT&T does not know how to prioritize for all the tea in China, or in our case, the Philippines.  These metrics do NOT help our customers. They just make the employees miserable. Maybe if you would make customer satisfaction a priority and solving the problem without DAWN a reality things would be better at AT&T. Maybe make it harder to get a job as tech support agents. Instead of hiring anyone off the street, make a real test and require some real knowledge. Oh wait. Our jobs are disposable! Just keep firing and re-hiring instead of helping your good employees stay happy. AT&T could be a great place to work if you upper management folks would really learn how to make it a desirable place to work!

AT&T needs to make many changes, and those changes will need to start in management. Instead of looking for ways to fire us, why not look for ways to keep us? Everyone walks on egg shells at AT&T, and no place of employment should be that way.

I hope you take this constructive criticism and think it over. Talk to your upper management buddies and make some changes.

Sincerely,
Joe Employee