| Author |
Message |
PA_BELL
Posts: 18 |
 
Sun Jul 22, 2007 12:55 pm |
We were told about 1 year ago that if we call the IVR with the customer conferenced in that we would be fired, because customers were saying they were not aware they had a contract and that the CSR pushed the button on the phone to accept the IVR. Are all our call centers on that policy now? Just curious.It's just another way for a customer to try to get something for free. Unbelievable. 
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elmo01
Posts: 2195
Phone Model:
Samsung SPH-M510
Service Provider:
Bell Canada |
Mon Jul 23, 2007 7:49 am |
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assuming you are a cingular rep the procedure is well laid out . do a search on contract acceptance
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PA_BELL
Posts: 18 |
Mon Jul 23, 2007 7:35 pm |
Your assumption is correct. I am a Cingular/ at&t rep and have been for a few years and 100 + policy changes. My question was; has anyone else been told they would be fired for conferencing a customer in to the IVR system and staying on the line while the IVR is accepted. It may be policy, but it is not listed in CSP about not being on the phone while the customer accepts the IVR which could result in termination of an employee. 
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elmo01
Posts: 2195
Phone Model:
Samsung SPH-M510
Service Provider:
Bell Canada |
Tue Jul 24, 2007 6:58 am |
| PA_BELL wrote: | | Your assumption is correct. I am a Cingular/ at&t rep and have been for a few years and 100 + policy changes. My question was; has anyone else been told they would be fired for conferencing a customer in to the IVR system and staying on the line while the IVR is accepted. It may be policy, but it is not listed in CSP about not being on the phone while the customer accepts the IVR which could result in termination of an employee. |
doh! my bad.
I heard that rumour.when 2 yr contracts started several years ago (when I was blue) we were instructed to give the contract acceptance line and bring the customer to it and drop off the line.a legality of some sort.but no threats of termination
sounds more like a supervisor trying to scare people. I personally would challenge said person to give reference to said rule. that is usually a discussion ender.
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BigRUSS
Posts: 2124
Phone Model:
two cans ( del monte) and some string,
Service Provider:
RussCo |
Tue Jul 24, 2007 2:00 pm |
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well technicly seeing hoe the customer didnt agree to the tos , they can get out of a contract, thats why your not supposed to do it for them , yes i know att/cing customers couldnt wipe there own ass w/o assistance but still just give them the # and thell the to call
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