The AHT Busters!

Last edited by WebDunce on Sat Aug 05, 2006 5:45 am, edited 7 times in total

I did have a funny story about my almost 3hr phone call, but, after thinking about it some, I don't feel comfortable having that much detail about the call posted publicly.

to make a long story short, a fellow signed up for FT plan online. He set it up with one phone in a Northeast area and one in a midwest area. He simultaneously spanned two markets and two billing systems...and cingular.com let him do it...but it wreaked havoc. It took me (care) and two telegence reps and two relocation reps to get it straightened out.

the fellow was himself on the phone for 5 hours...2hours before being xfrd to me.

messed up my AHT.

mandiepantz's comments refer to my original post which included all the gory details.

And get this, in the middle of all this, I'm trying to contact Telegence and my phone would not go through ("your call cannot be completed as dialed...") but I tried several times no luck. Then I tried another Telegence # dedicated to requests concerning TDMA phones...that got me Roadside assistance <shrug>...the roadside assistance # is not near the same line as that #...so who knows what happened..

So, even though it embarrassed the snot out of me, I tried calling tech to see if they could xfr me. The first rep gave me speed dial # to try. Well, my phone is not programmed for that speed dial # so no luck. I call tech again. That rep xfrs me (thank goodness).

Then later when I tried the 2nd time to contact telegence I accidentally dialed Spanish Telegence who xfrd me to Care...who finally xfrd me to NE Telegence!

Whew!

damnnnnn, you're the rep every customer wants on the phone! you're thorough, i'd have slammed my head in my desk and knocked myself out to keep myself away from the situation. i hate calls like that, i always have AHT of like 400, that's even with me doing TOS this week too, never over 700

And an ex-QA pretty much informed us (early on in my training) that they don't listen to phone calls longer than 8 minutes...so no one is going know how much I helped Cingular while also upping my AHT (conflicting goals: take ownership/keep AHT below 550)

Ha...my above comment was an addendum...not a reply to you mandie.

What's TOS?

after 20 minutes i am still friendly, but sometimes pull out the bullshit answers if the customer is a pain in the ass at that point. not always, but we've all given some shady answers at one point or another when you really don't know what else to do or where else to turn.

Yeah I may have offered a few vague answers here and there...especially my 1st 2nd and 3rd days.

oh, ok. thnx elmo.

it's a shame when you bust your butt to help a customer and it goes unappreciated. thats after long phone calls i can get down right snotty when a cust is a pain in the ass

The AHT Busters!

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