| Author |
Message |
steva11
Posts: 1680
Phone Model:
w810i/pearl
Service Provider:
Rogers |
 
Tue Nov 08, 2005 8:59 pm |
man, am i mad!
an orange rep just transferred a customer to me without asking first and there is NOTHING i can do for him. she just didn't want to do the work!!
so, to all the reps out there, please don't force transfer a customer on anybody, 'cause it seriously sucks!
and if that that certain rep is reading this, i sure hope you feel guilty! 
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Samsung
Posts: 3141
Phone Model:
Motorola RAZR2 V8 |
Tue Nov 08, 2005 9:56 pm |
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Hey you think that sucks someone cold transferred me a sup call the other day!! needless to say that person did get in shit.
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dataconnect
Posts: 10
Phone Model:
Blackberry 7280
Service Provider:
Cingular Blue |
Wed Nov 09, 2005 12:42 am |
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I had a care rep refuse to take a call the other day regarding a network connectivity issue, despite me being nice enough to have done much of her job for her. I only asked her to look up the cell towers to see if there was a known issue then escalate for a ticket if necessary. I think she didn't know what she was doing so she hung up, then didn't note the account so she wouldn't get in trouble for releasing the call. I sure hope it was recorded.
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steva11
Posts: 1680
Phone Model:
w810i/pearl
Service Provider:
Rogers |
Wed Nov 09, 2005 12:57 am |
in blue care, we have SST (seibel support team) who handle basic calls to help our call flow from being so high. I've gotten a few cold transfers from them when the customer asks for a supervisor!
I heard one of the craziest things the other night when a rep told a customer she could not call out because she was in an "inbound call centre" but she really didn't want to do the work!! some people...
I'm 2/3G dual skilled right now in blue care...how long did it take you to move up dataconnect? and do you have any specialized training outside the company?
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dataconnect
Posts: 10
Phone Model:
Blackberry 7280
Service Provider:
Cingular Blue |
Wed Nov 09, 2005 2:32 am |
| steva11 wrote: | | in blue care, we have SST (seibel support team) who handle basic calls to help our call flow from being so high. I've gotten a few cold transfers from them when the customer asks for a supervisor! |
Yeah, they were a mixed blessing. The queues were horrible until the SST program was instituted and it really helped a lot. But they didn't get much training or pay or benefits, so the quality is not the best. It's better than a huge queue with hold time of over 45 minutes the entire time you're logged in, though.
| Quote: | | I heard one of the craziest things the other night when a rep told a customer she could not call out because she was in an "inbound call centre" but she really didn't want to do the work!! some people... |
Technically the rep was correct; unless you are calling the customer back while still with them on another line (if they're for instance on their cell phone) you're not required to call them back, and if there's a queue, it's impossible.
But you're quite right that some reps use any loophole they can to avoid doing work instead of handling customer's issues. IMO, the constant pressure on handle times tends to reward that sort of shortcut pass-the-buck behavior and penalize people who actually go to the effort to resolve things. It's a problem pandemic in call center environments, but Cingular seems to have it worse than other places. I read a great article about that recently.
| Quote: | | I'm 2/3G dual skilled right now in blue care...how long did it take you to move up dataconnect? and do you have any specialized training outside the company? |
I was like you for nearly a year until our call center was converted to orange. I went to ANS soon after and have been there nearly a year. I don't have any specialized outside training or certification, but it doesn't hurt. I am the sort of person who studies up on things like adaptive multi-rate voice encoding (one of the compression schemes used by GSM) for fun, though.
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Samsung
Posts: 3141
Phone Model:
Motorola RAZR2 V8 |
Wed Nov 09, 2005 2:51 am |
[quote="dataconnect"] | steva11 wrote: | | I am the sort of person who studies up on things like adaptive multi-rate voice encoding (one of the compression schemes used by GSM) for fun, though. |
And I thought that I was a geek!
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Sir_GoAtaLoT
Posts: 406
Phone Model:
BlackBerry 8100 Pearl
Service Provider:
Rogers |
Wed Nov 09, 2005 3:21 am |
[quote="xXxSamsungxXx"] | dataconnect wrote: | | steva11 wrote: | | I am the sort of person who studies up on things like adaptive multi-rate voice encoding (one of the compression schemes used by GSM) for fun, though. |
And I thought that I was a geek! |
dude i got bored one day and i read every page main page in StreamLine. dude after almost a year not doing Activations work i got lost on the activaitons homepage. lol
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MonarchsCry
Posts: 35 |
Wed May 17, 2006 11:04 pm |
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But that would defeat the purpose of "Owning The Call"...or taking ownership of the call
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Cptech31
Posts: 604
Phone Model:
LG
Service Provider:
Hmm what service |
Thu May 18, 2006 4:19 pm |
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I just wish the reps in my center would get brains and quit being so lazy and refuse to do there jobs and think everythingis a tech issue
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BigRUSS
Posts: 2124
Phone Model:
two cans ( del monte) and some string,
Service Provider:
RussCo |
Thu May 18, 2006 6:09 pm |
the problem wher i am is the tech reps dont want to take the call , they kick back all the time and make up the lames excuses
like you need sms to access the wap 
i had one tell me the other night pmc is closed and they have to cb, when i asked him " dont yall take data callsfor pmc?"
he said no the cust has to cb in the morning
now cs in my area can nolonger call pmc direct tech takes the call then if needed ecalates to pmc, thank god i got his cuid lol
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