AT&T
3.0 of 5 4,680 reviews
www.att.jobs Dallas, TX 5000+ Employees

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1 person found this helpful  

It's amazing anything works at all

Network Operations Engineer (Current Employee)
Atlanta, GA

I have been working at AT&T full-time for more than a year

ProsThe telecom industry is stable. You can work at AT&T for a long time. They offer good compensation and telecommuting. They provide great value to shareholders. I've met plenty of good hardworking people here.

ConsAT&T is a massive, complex organization heavily segmented into silos. The silos make communication difficult across teams. Jargon, processes, software systems, are different across teams. Finding the right person to help can be a challenge. Simple information queries can be very complex. This poor communication and segmentation makes restoring customer service very difficult. It can take a long time due to the absolutely awful organizational structure, poor tools, and poor employee skill sets. To further aggravate the issue, managers are more interested in artificial metrics rather than problems getting fixed. If I have a technical case with another group, I find that it gets closed out with little to no communication. Technical groups are simply trying to maintain and improve upon their performance metrics. It seems that few care that your problem is actually solved. I often find myself fighting on the customers behalf against other groups and making glacial progress while others are focused on closing out cases so they present low metrics. Fixing customer connections correctly the first time is a foreign concept. The skill set of employees in the same group varies drastically. Calling three times to the same group on the same issue will garner three different answers. As a fellow AT&Ter and customer advocate, I'm embarrassed to say I work here some days and find myself apologizing for our collective ineptness to resolve customer issues in a timely manner.

Advice to Senior ManagementReduce the segmentation and poor communication between teams. Invest in training your employees. Clean up the IT mess; Systems should be more unified. Improve your on boarding process, its slow and inadequate. I observe new employees feeling lost for months if not years. Tickets can take 30 minutes to be created for some silos. Customer information is scattered allover different database systems with various degrees of accuracy. It's not funny when I ask an AT&Ter to look up a DSL customer and he can't find the customer record, but when I call back to a colleague they miraculously locate it. It's not productive if a call drops during troubleshooting, and I can't directly call that same employee back because they aren't allowed to take direct calls -- I had to sit in a queue and speak to someone else. It's sad when a customer has to intervene to work on a router, because the field tech isn't knowledgable on the product we service. You guys should spend some time on the front lines in these various departments and out in the field and take a look at how we are doing.

No, I would not recommend this company to a friend – I'm optimistic about the outlook for this company

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1 person found this helpful  

Tolerable Place to Work

Senior Marketing Manager (Current Employee)
Redmond, WA

I have been working at AT&T full-time for more than 5 years


Pros: - Decent work-life balance - Good 401K and matching program - Workforce… Cons: - Too bureaucratic and siloed - Too much deadwood - Too rooted in a POTS (plain old… Advice to Senior Management: Bring in more senior/exec management from outside to bring in fresh ideas and new ways of thinking/doing business Bring your marketing salaries… More

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National Account Executive

Natinoal Account Executive (Current Employee)
Chicago, IL

I have been working at AT&T full-time for more than 5 years


Pros: Great company and industry leader Cons: Loved the company before I got to this position. A ton of pointless work to… Yes, I would recommend this company to a friend More

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