Quality is Down, but Profits Are Up - Customer Service Representative Hibu Employee Review

*Lowered standards *Lack of vision *More focused on short-term than long-term *Out-of-touch upper execs *Tone-deaf upper management to concerns about how new direction is causing customers to cancel and accelerating a rapid decline in quality at an alarming rate Unfortunately, in the less than 5 years that I've worked for hibu, the company continues to limit and strip its promotion structure for customer service positions. Numerous customer service positions have been cut, as entire departments were shipped overseas. The remaining customer service positions that exist have fewer opportunities for promotion than they did 1-2 years prior. What's more is that the company is outsourcing more of the content creation and content management skills overseas, which leaves less-skilled jobs available for stateside employees. Stateside customer service positions are developing more into glorified customer service representatives who answer phones and basic questions, but must hand off most changes, any requests for improvement or more complex questions to overseas staff, who implement such changes or reply back with a more in-depth response, since they have the training and skills necessary to do such. As the company focuses more on making stateside employees into consultants (points of contact for their customers), while providing the more complex training to overseas staff on how to make changes, specialized improvements, etc., the company is making stateside positions more easily replaceable. The stateside customer service positions are turning into jobs for people without a college degree, as well as for recent high school or recent college graduates. These positions, will in turn, become high turnover positions, I predict, unless the company later makes them into more skilled positions with more opportunities for advancement.