| Author |
Message |
Cptech31
Posts: 604
Phone Model:
LG
Service Provider:
Hmm what service |
 
Thu May 18, 2006 10:14 pm |
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well no matter what center you are in there are going to be people that do not want to do there job. trust me i had a cold transfer today cust can not access vm when i looked at the feature tab in billing system voice mail was removed off the account on 5/12/06 i wonder why the cust could not access vm that could have been solved at tire 1 level
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Jadall
Posts: 389
Phone Model:
Nokia 3300,Nokia n-gage, SEt290a
Service Provider:
Cingular |
Sat May 20, 2006 8:06 pm |
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I had a customer on the phone with a problem a very unique problem after calling all the approrpriate departments called 6 departments i was like I can do NOTHING to help this guy in my dept at all....I don't really know what all this teir 1 and tier 2 thing is but from what i understand somethign that can be fixed like if a customer calls in and voicemail doesn't work and it's not even added to the account that would probably be a tier 1 issue.. if the network is down or the phone won't call the voicemail after making sure it's programmed with the voicemail number and checked etc etc then i'm guessing that is when the tier 2 takes it?? or supposed to work that way.. so when i HAVE to send someone to tech support there is a 15 minute wait because there is a lot of incompetent people who have no clue how to fix a simple problem like fixing up a voicemail or something really simple. ????
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steva11
Posts: 1680
Phone Model:
w810i/pearl
Service Provider:
Rogers |
Sat Jul 15, 2006 6:10 pm |
i just had a customer, couldn't give the tax id, so i asked for 2 pieces of info. could only provide me with one. he was cold transferred without his knowledge. since he cuoldn't verify, he got angry,
"the other reps never asked me for theis! i want your supervisor! you don't know what you're doing!"
it was a simple thing of going to a store to return a phone under 30 days. he dropped.
you know when other reps make it hard to do your job...
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Cptech31
Posts: 604
Phone Model:
LG
Service Provider:
Hmm what service |
Mon Jul 17, 2006 7:21 am |
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I truely understand that one steve half the reps in my center when they are not in q will just cold transfer people to my department and when they are in q we are not just beacuses they don't want to take that next call they stay on the line as long as they can
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sub_1nsk
Posts: 20
Phone Model:
Nokia
Service Provider:
Rogers |
Wed Jul 19, 2006 5:19 pm |
I happen to mostly work in the converted dept of cust care, and am forever getting misrouted calls from both Blue gsm, and Orange gsm, the only time that the Telgence acct is actually converted is when just the converted box is checked. anything else, and it si orange. Not only that, but Halifax reps who do not use CSP to find #'s, and cold transfers from Orange reps. The converted Telegence acct is the same acct tghat the Orange reps are seeing, and we both have the same Telegence, and Quickpay as Orange.
One other Question, Have any of the Orange reps read CSP ID #1752 for the Transfer guidelines. It states to warm transfer to the converted dept. If that is the case, then why the cold and blind transfers?
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elmo01
Posts: 2198
Phone Model:
Samsung SPH-M510
Service Provider:
Bell Canada |
Thu Jul 20, 2006 7:42 am |
you can whine about Halifax reps all you want... and I can match you whine for whine...the whole point is all we can see is converted care or telegence in siebel and we have to guess at the market ...most of the time is easy...but if its in a state that borders a market its 50-50 that we get it right.
and now there are a couple more... NB_1 and CKLF I noticed that ther were all business or FAN and have to go to BEUC
you must be new at this...blind and cold transfers are a fact of life...
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Cptech31
Posts: 604
Phone Model:
LG
Service Provider:
Hmm what service |
Thu Jul 20, 2006 8:13 am |
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you will get blind/cold transfers not matter what department you are in or what carrier you work for or for any type of call center work
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Cptech31
Posts: 604
Phone Model:
LG
Service Provider:
Hmm what service |
Thu Jul 20, 2006 8:14 am |
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the only thing i don't like about halifax is they do my centers scheduals and most of the time i wonder what drugs they are takeing
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elmo01
Posts: 2198
Phone Model:
Samsung SPH-M510
Service Provider:
Bell Canada |
Thu Jul 20, 2006 8:47 am |
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I hear ya...I have often wondered what device they use for day off selection... a dartboard?
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Cptech31
Posts: 604
Phone Model:
LG
Service Provider:
Hmm what service |
Thu Jul 20, 2006 10:51 am |
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probley just drawing names outa of a hat i bet
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