| Author |
Message |
sub_1nsk
Posts: 20
Phone Model:
Nokia
Service Provider:
Rogers |
 
Thu Jul 20, 2006 2:02 pm |
No, I am not new to this, it is just do Your damn job. You have POET, if You are a Blue rep, You can put the number in there, and if it is still saying Seible, and Seibel then it is converted, if it is saying cingular then it is Orange, and not converted.
Call me crazy if You like, but I just put myself in the shoes of the customer, and I would not like to be cold or blind transferrred to somewhere, so why do it? Not to mention that it is not policy. I would just like to know how You pass Your Quality every week with the cold and blind transfers?
The only way that we can fix this is if everyone gives a damn about their job. Which is not going to happen. If You do not like cc, I do not know why You would apply for the job.
Maybe I am just too Old school. I do not know.
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steva11
Posts: 1680
Phone Model:
w810i/pearl
Service Provider:
Rogers |
Thu Jul 20, 2006 3:05 pm |
| sub_1nsk wrote: | 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? |
If an account is converted and orange care can take care of teh problem, I use to call them, but the reps wouldn't even take a payment, they'd just direct me to converted care. even if i mention they are a telegence customer and want to make a payment, they've never done it. so i'll always call converted care now.
the only problems i have are when a customer is in NE but I don't know if it's care or telegence.
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sub_1nsk
Posts: 20
Phone Model:
Nokia
Service Provider:
Rogers |
Fri Jul 21, 2006 3:36 pm |
| steva11 wrote: | | sub_1nsk wrote: | 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? |
If an account is converted and orange care can take care of teh problem, I use to call them, but the reps wouldn't even take a payment, they'd just direct me to converted care. even if i mention they are a telegence customer and want to make a payment, they've never done it. so i'll always call converted care now.
the only problems i have are when a customer is in NE but I don't know if it's care or telegence. |
what call center are You in? If You are in the Regina call center, I can give You the info that I have. It is based on their area codes. It is pretty accurate.
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