| Author |
Message |
uz00maki
Posts: 4
Phone Model:
ANCIENT Nokia
Service Provider:
Cingular/ATT |
 
Mon Dec 10, 2007 5:44 pm |
I'm a new CSR, second tour starting up a new AT&T call center. We had 6 weeks of "training," no job shadowing, on the phones after about 2 hours to check all our passwords and stare at a booklet on how to work the phones. TM Quote: "I'm not sure how to use Speed Dial, it should work. Well---its in your booklet anyway." *flees*
Our center handles Telegence Billing and I am expected to do Billing, Troubleshooting, Rate Plan and Feature changes, DirectBill questions, Network Coverage questions, you name it. I'm a little stressed about everything since I basically have (ideally) 8 minutes or less per call to identify the issue and then try and find anything useful in CSP/find the obscure button or icon or dropdown menu I need in Telegence/wait for the Device Tutorial to---oh! Nope, sorry, NOT load. I also feel somewhat intimidated by the need to be so careful in differentiating corporate responsible accounts (and figuring out in ECPV how to handle them) and individual responsible accounts. All this wouldn't be quite so stressful if I was actually able to use QuickPay and CCC Tool, BUT my trainer and TM never got me passwords for it and my current TM, while nice, hasn't even managed to do so after 3 days of my asking him about once an hour.but By Gosh, they don't want me to make commitments for these payments and DirectBill disputes either.
To top it all off, the Red Hats left today, so when I go back on my shift tomorrow I will pretty much have NO floor support.on my fourth day on the job.
So.anyone go through this kind of thing? How did you survive?
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BigRUSS
Posts: 2105
Phone Model:
two cans ( del monte) and some string,
Service Provider:
RussCo |
Thu Dec 13, 2007 4:48 pm |
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you dont need a hug you need a drink, and trust me you have it made, when i started 3 years ago with att wireless , i has 2 weeks of training,then when we got bought by cingular , 2 more weeks of training , we didnt have and mentors or /red hats to ask questions for help.
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uz00maki
Posts: 4
Phone Model:
ANCIENT Nokia
Service Provider:
Cingular/ATT |
Sat Dec 15, 2007 2:43 am |
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Poor Big Russ! That does sound nasty. Well, another week into it and I'm not feeling quite so demoralized, tho I am really REALLY tired of troubleshooting RIM Blackberries now. ^_^
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Cptech31
Posts: 567
Phone Model:
LG
Service Provider:
Hmm what service |
Tue Dec 18, 2007 7:30 am |
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Try being on a tech team and get people that refuse to troubleshoot Backberrys, and Data Cards. Or ask a rep to get a BlackBerry Pin and place you on mute for over 5 min's
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uz00maki
Posts: 4
Phone Model:
ANCIENT Nokia
Service Provider:
Cingular/ATT |
Fri Dec 21, 2007 3:56 pm |
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I keep getting caught in the troubleshooting queue and I'm usually on a call for 20 minutes minimum going through the decision trees and network coverages and whatnot before releasing anything to TDS. I finally figured out how to do a couple of things, thank god, so you've be getting less transfers from me anyway.
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getLitnow
Posts: 187
Phone Model:
Motorola MicroTAC Elite
Service Provider:
Phones R' Us |
Sun Dec 23, 2007 2:40 pm |
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/hug . yeah the first month or so is hell but it gets better, well. more tolerable quickly
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Cptech31
Posts: 567
Phone Model:
LG
Service Provider:
Hmm what service |
Wed Dec 26, 2007 7:38 am |
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but whats bad about my work is i just applied to beacome a manager.
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Keezee
Posts: 1 |
Fri Dec 28, 2007 1:27 pm |
Welcome to corporate America. Consider yourself lucky though, our target handle time is 4 minutes and we do it all too!  Seems like we have a better system though. (Regional Carrier)
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TheManator
Posts: 662
Phone Model:
SGH-D807 & SGH-i609 & 8GB iPhone
Service Provider:
at&t mobility |
Sat Dec 29, 2007 5:51 pm |
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I'm trying to get into resolutions but it probably won't happen since i've lost my working spirit this whole month.
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McGirk
Posts: 2361
Phone Model:
AX380 Wave
Service Provider:
Alltel |
Wed Jan 09, 2008 5:11 pm |
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I know how you feel, I've been thrown to the wolves a couple of times, just to get told that that is the best way to learn.
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