Cingular Reps can't use

I've heard it is supposed to prevent us from looking like a bunch of seperate departments (like the customer won't figure out he got xfrd from a dept that couldn't help to one that could?) -- i.e., it "makes it seamless"

-- regardless --

they is a short cut so i don't have to say "our agents in the payment center" or "our technical representatives" 3 times in the same sentence or two. it HELPS the conversation, and we've all been saying it for our entire lives.

like all pronouns, it is UNNATURAL to use it BEFORE identifying first what one is speaking about. it is just as unnatural NOT to use 'they' AFTER something has been identified.

and i can and do play the blame-game with or without 'they'

example:
the previous representative forgot to xfr the bal from your old phone # sir. I'm terribly sorry about that. I see he or she also forgot to carry over all the features during the rate plan change.

it boils down to pure ignorance about how language and conversations work; it seems much like an idea put forth by some marketing-type (i.e., to match the "cool" poster that says: "there's no 'WE' in 'THEY' -- and in the 'THEY' column is listed our biggest competitors).

and, you can fail a call for using "they".it counts against Tone-And-Demeanor: so 25 points off the call (100 - 25 = 75 = failed the call).

it is just one more method Cingular uses to ensure that customers are more likely to be greeted by inexperienced reps.tho i'm certain this is not their intention.

people have been using 'they' for centuries in just the manner Cingular is prohibiting. it is pure idiocy and will GUARANTEE experienced agents get fired (provided it is actually ever enforced.i've slipped up countless times but have yet to have been dinged for it).

--William

Ouch! I feel for you guys - While TMobile doesn't mark down for saying "they" on a call, QA does mark down in our Courtesy area if you blame another department.

From how this is reading, that's what Cingular wanted to accomplish, but didn't go about it right. /ponders for a moment why Cingular's cust service isn't the best out there.LoL, nah just playing.But still, that is a silly rule!

gotta love working for call centers!

hey tigress,

we lose "Tone & Demeanor" if we say "they", but also if we blame other agents / departments whether we use "they" or not (i think). But I am curious, you say you "get marked down"

Do you mean you lose the whole category or a few points?

See, at Cingular, Tone & Demeanor has several sub-categories but all together, it's worth 25 points. If you mess up one sub-category, you lose all 25 points.

So basically, if we say "they" or blame anther department, at that point we can just be flat out rude, cuz we've already lost tone-n-demeanor.

Silly aint it?

If the customer calls in to make a pymt with a debit or credit card, and i don't give the toll-free # before xfring to the payment center, I might as well tell the customer he'll need to speak to tech to make his payment, cuz either way I lose "resolution" (40 points).

I actually love my job, but the QA policy I think could be improved. I think it cause extremely high turnover, ensures our customers will be greeted by newbies, and lowers morale (as in one feels as though it is hopeless to pass … and many highly qualified individuals don't).

Cheers.

we use in our call center our tech team or customer relations team to identify diffrent transfer department

WE!

MAKE IT SEAMLESS

Cingular Reps can't use

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