WG outsourced its front office (call center) and back office work to Accenture (back in 2007); and Accenture has decided to take the work to their Manila Delivery Center (MDC). The staff doing the front and back office work is composed of Filipinos. The call center; which has been in Manila for almost six years, has an extremely high turnover rate. Accenture is continually hiring customer service representatives (CSR) for the WG account; they take in newcomers for this account almost every three months. Since the turnover is high for this account, people from different walks of life come and go. The wise; immediately sensing that there is no future for their career when they start/stay on this account, leave immediately after training (approx. 2-4 months). The wiser, well...they leave after a few weeks. The not-so-wise wait for a year, or a year and a half. Accenture hopes to prevent this high turnover rate by slapping a bond amounting to Php 100, 000.00 (around US$2, 400.00) to all new hires if they do not stay with Accenture for a year; however the unfortunate but wise ones (who; through just sheer bad luck got assigned to this god-forsaken WG account by Accenture's ignorant HR) choose to ignore this bond, quit fast rather than die young, and then go on hating Accenture for the rest of their lives.
Office politics and favoritism has ravaged the working environment at the WG account at Accenture's MDC. It is very toxic and more putrid than an open cesspool. If you always kiss ### and agree with your team leader all the time then you will become their favorite, the people who will then become team leaders/supervisors are the favorite of the managers. Some team leaders even have inappropriate sexual relations with their direct CSR subordinates. If you do not participate in the activities planned by the managers then you will be ostracized and your performance review will be affected. Meanwhile, (if you are not a supervisor or team leader) the managers want the rest of the CSRs to stay in the account and be a CSR/slave forever; they feed ### into the minds of the CSRs; they would even go to great lengths and say terrible things about other existing accounts at Accenture, just to make you believe that the WG account is the place to be in the world for a hopeless person like you who’s too fat and lazy to find a better job. Well, if you want to be a loser for the rest of your life and just want health insurance and a regular paycheck to pay your bills then this job is for you.
Customer service is not used as a metric to assess the performance of the CSRs; Accenture and WG have decided that their performance will be assessed every month using the three measurable metrics: average handling time (AHT), call quality and service order accuracy. So, the CSRs just focus on meeting the required scores every month so that they can keep their job. Customer service is not part of the training the newly-hired employees receive. They train the CSRs to be tough on their customers. WG Rules are the only rules in this workplace. The kind-hearted CSR who approaches his/her job to genuinely resolve the issues confronting the customers of WG will certainly have longer phone calls; however, because of this long call he/she will have a higher AHT. To compensate for these long calls (to lower the AHT), some CSRs drop their succeeding calls; or try to limit the succeeding calls to 2-3 mins., even though some customer issues would definitely need a much longer time to resolve. The CSR is more concerned with his/her performance as an employee. Customer service is the last thing on the CSRs mind when he/she is taking calls.
As mentioned earlier, the account has an absurdingly high turnover rate and people from all walks of life come and go; so the quality of the employees hired is unstable. Some employees lack the skills required to be effective on their job (English communication, critical thinking, etc.) . Accenture's infantile HR assigns their newly-hired employees to the account wherever manpower is needed without taking into consideration their abilities and educational/employment background. Accenture HR representatives are nothing more than puppets of the accounts they supposedly supervise.
Office politics, flawed metrics and poor employee quality are the reasons for WG's horrible customer service. WG has a 10-year outsourcing contract with Accenture. The WG account has been in the Accenture's MDC for almost six years; regrettably, CSRs who are unfortunate enough to have been working in this account have not much of a future left in their careers. They will leave this account without even learning what basic customer service is. The WG account at Accenture's MDC solely exists for the benefit of WG.