Cingular Corporate Headquarters

Heres the things about the wait time to take to a cingular rep at any given time well the area my center supports and the three other centers support we have anywhere between 3 - 5 thousands phone reps takeing calls execpt for first things in the morning and come close to closeing time. during that time this center alone with 500 reps online takeing calls average each hour we field anywhere between 1 - 3 thousand calls an hour. I takek on the average being in a specialty department front end for network ops for network issues my team of 19 people in this center take anywhere between 500 - 1000 calls a day so as you can see those of us that work in the call centers talk to a lot of diffrent people a day/hour over something as simple as a a 1 cent federal tax increas on the invoice.

To people that can not make or recive phone calls beacuse they can't figure out that there phone was not charged the night before and the batt is dead. To people asking how many min's have i used this month so far when you can get that info online with the my account features, to the *646# send on the wireless pohone to call the 1-800 number and getting that info also.

Cingular by far offers more and more self-help free features to it's customer that none will take advantage of them to adv the hassle of long wait periods and hold times to talk to a person.

Thee you have the people that call in and tell the customer service rep that they can't do anything for them and demand to talk to a (tech, manager, esculation teams) when the first person you talk to can correct the problem 85% of the time. When people call in and demand to talk to the tech team to just reset there voicemail password that ties that tech rep up for helping someone that really needs the help beacuse they can't make/recive calls. Customer care can reset the vm password the phone user can reset vm password with the 1-800 number or even going into medianet off the wireless device.

As you can figure out i am in the tech department here is an example of a call i recived and notes that were on the account i had a customer wait 45 min's to talk to a tech rep luckly i was the one that got him. Notes one that account cust demeanded to talk to tech would not let me assist cust vm account was locked i offered to assist and informed cust i can correct problem but customer refused my assistance this was the account note. When i get the call cust is mad yelling and cussing at me beacust of the 45 min hold time

i read the account notes while getting info from the cusotmer by the time he finished explaing to me what was wrong the account was unlocked and his password was reset est time was in 45 seconds the he really got pissed beacuse it didn't take me a long time to correct issue and i explaind to him that the last rep (standard care rep) could have done the same thing i just did he was not mad at me but mad he wasted his time sitting on hold for 45 min's for a 45 second fix.

So please understand there is a lot going on in a call center it is a two way street you help us by being nice to us and you will get a lot more done for you that you want done on your account then you call in with an attitude/cussing/screaming and just trying to rush the rep in what they are doing for you the customer. Beacuse most customer do not relize that when we the cingular rep has an issue with the company you work for that next call you get may be us calling to cuss you out and take our fustrations from our daily call vol day and take it out on you the first or second rep that answers your company's phone even if is not your fault!!!!!

sorry i normally do post things this long in here

Yea i know this is long but i have come to a point this week i am tired of listening to people wine about the little things like hold time. I 1 cent federal tax increase. People demanding we credit taxes back to there invoices beacuse they will not pay them. We can't control what and how much taxes contact your state/ local/ county and federal govermants about the taxes

Hey, Cptech31...that was a cut & paste....

.

Teasing......

why yes it was just wanted to make that point in a couple of places but this one i added a little to the end of it

Hey...I don't blame you. Anything to save time. Folks call about taxes...that is a gov't thing that no one controls? Well, yeah I am sure they do. You wouldn't believe how many calls we used to get where people genuinely asked, "How much is a train ticket to Hawaii"?

Well as I noted in another thread....my faith in Cingular has been restored. Maybe this person is someone Cptech31 trained (??). I don't know. However, after a 1/2 hour with *Stacy* my plan is all sorted now, despite it being in a horrible mess after so many people changed things this past week. She carefully went through it piece by piece and even volunteered to check things that I didn't even know about that might cause problems later on. She documented and placed all kinds of notes, prorated my plan and dated back to before this all started. She even registered my new SIM and turned on my new phone.

The only thing she couldn't do was add my new line, but she gave me the number of the dept to call. And she was so nice. We had the best time talking. I told her how great she was. I am going to write the HQ's and let them know how good she was to me.

I now remember why I have been with Cingular for 13 years!

it is possable before i went back to the floor as a tech rep i was a center trainer i just got tired of all the political stuff my center goes through so i am happy doing tech work

I can understand that. Hubby said he was happier when he was in tech support. Office politics are the pits and he tries to fly under the radar.

don't get me wrong the money as a trainer was good but i make more as an hourly person with overtime

I'm reading these lengthy emails and can only laugh. Of course anyone who works for cingular is going to justify what a "good" provider they are. In my opinion, and I don't work for a phone service, cingular's main concern is nothing more than making money. It is a known fact that Sales has quotas to meet. I've never been harassed so much with ads and requests to upgrade more than by Cingular. I think their customer service department needs quite a bit of work and I think Cingular is too big for their britches and can't give the quality customer service they brag about and we, the customer, expect. I can't wait for my agreement to expire because I'm fed up with Cingular and their performance. There are many other services out there, that are less expensive and have the same commitment to service that Cingular states, so I am willing to take the chance to change. For the amount of money I pay, I expect excellent service. Give credit when credit is due. Stop projecting Cingular as something they're not.

Hi,

This is for a business (my business), not about personal cell phone stuff.

I need phone number for Facilities/Construction/Supplier

I need to reach a lady named Debbie Sturchmeyer (not sure if that's how you spell it). I was given her name, but nothing else. I believe she may be in charge of new MTSO projects, etc.

Any other contact name and number dealing with new construction projects would be a huge help.

Thank you kindly!

Cingular Corporate Headquarters

Similar Topics

New AT&T Cell Phones

Carriers Talk

Manufacturers Talk

Mobiledia Community