Outsourcing = mass lay-offs - Anonymous employee TASC Employee Review

- In the last year or so, company has moved to outsourcing a LOT of their work to a vendor in India. We were asked to assist in training the vendor, and were told they were only there to support us and handle simple processing tasks so the experienced team members could handle more involved work. My team and I proceeded with training/auditing the vendor and getting them acclimated to how work is to be processed through the various channels, and immediately following them being green-lit to begin processing they eliminated my position. I am avoiding using disparaging language in this review, but I'm sure you can reach a conclusion as to what happened here. - One question or report submitted by a client is touched by many hands and goes through many queues before it is completed or addressed. This made it difficult for any one person to have ownership or accountability for errors made or delayed responses. There were many cases where work orders got stuck in an unmonitored queue somewhere and sat for months. On top of that, this system, which is the only way to receive and process work, goes down frequently. There were weeks where it was entirely inaccessible and no work could get done. This had a noticeable rippling effect on the rest of the company - the customer care team and sales having to take the brunt of the backlash from clients and customers alike. Management is very quick to implement *mandatory* 10 hour weekly overtime to make up the numbers when the system fails. We were responsible for submitting a tracker of the work we completed on a daily basis and held accountable for our output even in times where the system made it impossible to perform our job duties. Towards the end, even before they laid me off, I often felt I was being set up for failure.