I hear ya... I was just trying to get ya going....
apparantly it worked
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Tigress Posts: 192
Phone Model: Moto V360; Blackberry 8100 Pearl
Service Provider: T-Mobile
Wed Sep 06, 2006 2:26 pm
If that's getting me going...wow - you should see me rant ^.^
That's nothing, just a tad bit of education
elmo01 Posts: 2342
Phone Model: Samsung SPH-M510
Service Provider: Bell Canada
Wed Sep 06, 2006 2:30 pm
Tigress wrote:
If that's getting me going...wow - you should see me rant ^.^
That's nothing, just a tad bit of education
I kinda like it when people rant... I put it onmute (silent hold) and post here... much like I'm doing now
Tigress Posts: 192
Phone Model: Moto V360; Blackberry 8100 Pearl
Service Provider: T-Mobile
Wed Sep 06, 2006 2:33 pm
And your QA department couldn't see that?? I mean if I was on a call doing personal stuff like this and QA got a screenshot of me doing it, I'd be scored really low...
Cptech31 Posts: 650
Phone Model: Nokia 6085
Service Provider: AT&T/Cingular
Thu Sep 07, 2006 7:07 am
whats nice in my center qa can't see my screen all calls are recorded and they pull up the account in the billing system and look at notes and stuff but with my id's there are a few systems they can't look into or see what i am doing hehe
elmo01 Posts: 2342
Phone Model: Samsung SPH-M510
Service Provider: Bell Canada
Thu Sep 07, 2006 7:49 am
Tigress wrote:
And your QA department couldn't see that?? I mean if I was on a call doing personal stuff like this and QA got a screenshot of me doing it, I'd be scored really low...
Blue care does not have that ability as of yet...
Tigress Posts: 192
Phone Model: Moto V360; Blackberry 8100 Pearl
Service Provider: T-Mobile
Thu Sep 07, 2006 3:21 pm
Oooo, that's nice - Our QA system gets screenshots of the call as well. Or when the program decides to work, more than one of my reps have gotten coached because they were emailing instead of focusing fully on the customer.
That's pretty neat though - alleviates the tediousness I suppose
WebDunce Posts: 182
Fri Sep 08, 2006 1:44 am
tigress,
well we have "witness"...a QA program that records everything that happens on screen while handling the call...it's a full motion video.
we can get dinged for not looking at the knowledge base during technical trouble shooting calls if we don't pull up the technical trouble shooting guide from the knowledge base...even if we actually solve the problem.
cheers.
Tigress Posts: 192
Phone Model: Moto V360; Blackberry 8100 Pearl
Service Provider: T-Mobile
Fri Sep 08, 2006 2:34 am
Hehe, we fixed that after about 4 months of focus groups - We said that if we solved it and tested the issue that there was no reason to ding us.
Point and case - My rep has an MDA, so she knows it inside and out. She never uses Primus for it because she knows it. So long as she tests the resolution given and it works, they can not score her down at all for it.
However if she was on Mobiledia on her calls and responding to posts - Yeah, that she would get dinged for
Cptech31 Posts: 650
Phone Model: Nokia 6085
Service Provider: AT&T/Cingular
Fri Sep 08, 2006 7:30 am
well i guess my call center is lucky not to have the screen shoots of the call.
