Will Cingular re-sign AT&T's contract w/ Convergys??
I sure hope that we'll continue to be part of the new integrated company. I've been working for AT&T wireless under Convergys and I know we have good reps and bad reps alike, but we seem to always come close to meeting the criteria that AT&T sets forth upon us. Hopefully Cingular will see this and it reflects their decision making in deciding whether or not they decide to turf us. I don't always enjoy every call that I take, but I sure as hell enjoy my job generally speaking It would bite if I had to look for a new job because I would personally like to re main in the wireless industry. 😢
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Man, I hope not. I'm sure you do a great job at Convergys, but in my opinon, Convergys can go suck an egg. I have had family who worked for Convergys and I know that Cingular treats it's employees better than Convergys will ever treat theirs. Cingular has a "One Call Resolution" policy that Convergys wouldn't be able to handle. They have more repeat calls than sex-lines. I've had a few dealings with Convergys, and I've never liked ONE time I had to deal with them. I called about my directv service SEVERAL times(i dropped them like the plague when i found this out) and someone in INDIA answered. Cingular will NOT be outsourcing customer service jobs to people in INDIA. Cingular takes great pride in offering jobs to AMERICANS. Cingular is an A...
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🤣 🤣 😎 very funny man.. I've always thought it was very odious that we would resort to India.. Kinda threw off the 'the wireless company America trusts' slogan hey.. well then I'll log on to cingular.com or telus.ca then it's probably not the end of the world if it's going to turn out that way.. Thx. for the info and
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I work for cingular customer care. I would like to see he employees of convergys be hired by cingulsr direct. It might happen the CFO of cingular said he is nt laying anyone off at the merger. I have been throuigh my little merger training and we might have to make u guys employees of cingular.
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Probably right after the merger Convergys will stay but unless the quality goes WAY up and they are the top centers. Probably will be dropped somewhere down the line.
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I work for AT&T Wireless customer care in Anaheim, CA and was wondering about your company goals and expectations. Since Cingular doesn't have any call centers in Southern California I don't have any idea how your company operates. At the call center many believe and say there is a call center located in Irvine, CA but so far nobody has come to work from that location.
All of us at AT&T Wireless is anxious about the merger and the outcome of our positions. We all know that California's workers' compensation is way higher than any other state and that alone could be a reason for Cingular to let us go.
I wish to remain with Cingular after the merger. I think that both companies are having a bad taste of publicity lately according to the ...
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All of us at AT&T Wireless is anxious about the merger and the outcome of our positions. We all know that California's workers' compensation is way higher than any other state and that alone could be a reason for Cingular to let us go.
I wish to remain with Cingular after the merger. I think that both companies are having a bad taste of publicity lately according to the ...
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I think that is a "grass is greener on the other side" attitude. I just left a Verizon wireless outsourcer and came to work for AWS on a temp to hire basis. I'm not really worried about this position being eliminated. Care will probably be the last to go, if anything.
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Convergys strives for the same 'One Call resolution' too however the systems that AT&T wireless gives us to use usually prevents that. If there is an error on the bill the rep fixes that error. How ever the cust will still have to call back next month and have that error fixed on the next bill too because the system will not allow you to fix the error starting the beginning of the current billing cycle. The old TDMA system lets you do that and there are much more 'One Call resolutions' On that but GSM has 70% call ratio because of the system. Care can only do some much.
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I work at the Clarksville, Tennessee branch of Convergys in the New Account Services project. I can tell you that I have never had a customer hang up mad or with an unresolved issue. I believe in the core values aand use all of them when I am trying to resolve an issue. My center is the #1 center in the nation right now. We take almost 70% of the GSM and 100% of TDMA calls. While there are some bad agents, do not judge the company as a whole to be bad. It is my belief that Cingular Wireless will pick up our contract simply because they won't be able to handle our call flow. Maybe Cingular Wireless' policies won't be as bad as AT&T Wireless'(i.e. migration policy). One call resolution is a pipe dream for any company. The fact that there are m...
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I agree with you fully, there are a lot of great care reps. I have also delt with a few bad ones. I have also worked for Cingular before and there system is a lot faster to activate a phone than ours.It is a pain to have the screen refresh each time you click on a item. We can only hope they keep the best and retire the worst.I an still waiting word as to when we will have access to the Cingular systems as I want to brush up on my savy with there systems before the holidays.
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Sorry CainMarko, I received a CUID and a date for Cingular systems training. It was inevitable. My call center is the largest money maker for AWS so it stood to reason the Cingular would pick us up. Will we keep that contract? Who knows. It is really up to the management to weed out those agents who don't pack the gear to serve. I know my call center could use a good house cleaning. We have some agents who have no business in customer service. As for the outsourcing to India...I fully agree with you there. We have dealers who will call and hang up until they get an American rep. The Indian center is not pulling its weight and it was a dumb move for AWS to move some customer care(of all departments) to that center. Maybe Cingular will rectify...
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They may be all policy, but at the same time that may have saved AWS lots of money. 😉
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I knew you guys would be working for cingular for a while. The offical line is that ATTWS employees will have nothing to worry about for 1 year. Outsourced employees may have a shorter time. Cingular is re-evaluating the contract with convergys and seeing what changes will be made.
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I work for the third party recruitment call center that handles Convergys, AT&T Wireless, Verizon, Cingular and US Cellular job candidates (for those employed with the companies, remember that first job interview you did over the phone at the 800#? That was us...!) Anyways, I'm being told that Cingular has a strong interest in Convergys. Either way we'll handle new candidates anyway since we screen both Convergys and Cingular candidates on our hotline.
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Why do all you people have a problem with outsourcing to India? I mean yes i agree they should be able to speak english fluently before they get a job with an english speaking company. But i mean c'mon people. People in other countries need jobs and if you havent noticed those guys follow Policy and everything to the T. They are always straightforward and i dont believe anyone who says they were misled by a rep from india. They speak from scripts (which is good and bad) but at least they always tell the truth. Unlike some North American reps who are just in it for the $$$ and sometimes screwing people. And no im not from India.
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I agree.
when I used to be cust care, and I called migrations or warranty, sure it took about an extra 3 minutes for a 1 minute call but I got the right info, and they're nice to everyone... altho I found it can get annoying, just cuz I like efficiency and they lack that.
I never had a problem understanding them, I had a greater problem understanding some of the customers from the southern states ahahhaha
when I used to be cust care, and I called migrations or warranty, sure it took about an extra 3 minutes for a 1 minute call but I got the right info, and they're nice to everyone... altho I found it can get annoying, just cuz I like efficiency and they lack that.
I never had a problem understanding them, I had a greater problem understanding some of the customers from the southern states ahahhaha
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and i care about jobs for indians because...
problem with calling india is the connection is terrible, so they can barely hear each other, when they do hear each other they dont understand each other and then after a 12 minute wait to get to them and 10 minutes of frustrating conversation...call disconnects...start from scratch with a new indian...easy for a customer to have dissatisfying experience...and that's never a goal.
problem with calling india is the connection is terrible, so they can barely hear each other, when they do hear each other they dont understand each other and then after a 12 minute wait to get to them and 10 minutes of frustrating conversation...call disconnects...start from scratch with a new indian...easy for a customer to have dissatisfying experience...and that's never a goal.
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Dealings with any of the India sites is an horrible experience for the customer. India took over the ECare project so that if any customer emails in to ATTWS, they will get a response from an India rep who cant understand what the customer is writing in about, and due to this, they reply with totally wrong information. In cust care, they receive numerious complaints about the reps in India, and some even refuse to talk to any reps who may be there. Cingular will be right to not hire Convergys unless they PROMISE Cingular they will not have any of their companies outsoursed to India. 😡
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The problem isn't that the enter is in India, the problem is that because these reps are not speaking clear english it's obvious they are in a different country. If the reps spoke clear english then no one would even realize the differents. Convergys needs to wake up and realize effective customers servcie requires listening and understanding.
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I'm supprised Convergys hasn't figure that out yet. Convergys lost a huge contract with HP printers because too many of there customers complained about the reps in india. Not that there was any problem with info but they had a hard time understanding the reps.
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Because american companies should hire american employees. america's economy suffers when you outsource jobs. that's the bottom line. nothing personal against india...
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An Article from a convergys website that gives examples and statistics. I'm sure there are lots of statistics which contradicts this info and anyone who has this info should post it to keep this a level thread. Not attempting to say wether outsourcing is right/wrong just giving info in attempt to get some in return.
The statistical evidence about the benefits of trade and offshore outsourcing is compelling. Offshore outsourcing and free trade reduce both prices and costs, while spreading new technology, new practices, and new job-creating investment globally.
The cost savings generated by shifting routine computer programming, back-office, and call center jobs overseas can generate new capital to finance creation of new, higher-wage ...
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The statistical evidence about the benefits of trade and offshore outsourcing is compelling. Offshore outsourcing and free trade reduce both prices and costs, while spreading new technology, new practices, and new job-creating investment globally.
The cost savings generated by shifting routine computer programming, back-office, and call center jobs overseas can generate new capital to finance creation of new, higher-wage ...
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yes, i agree that outsourcing sames COMPANIES money, but the economic loss of NOT paying americans hurts our economy.
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The funny thing is when these jobs are available to Americans or even us Canadians, we complain as they are low paying and often people do not want to do them, for example there is an agricultural project in a highly umemployed region several hours away and it pays 7-9 dollars/hour and locals say they would rather stay on unemployment then do it, but when they brought in people from other countries, the locals wrote into the newspaper about how horrible this was, yet when they offered them jobs again, not a single person applied locally, go figure, so if you want to bitch about how this will affect the economy, take the bloody jobs as they become available...
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Yes once again outsourcing is great! For the company. But who suffers, the customers having to deal with the cultural and language barriers of having to deal with yet another barrier in the resolution of the problem. It is hard enough having to deal with a person who does speak to same 1st language as you.
From a reps perspective, those of us who have experience. Ever try to help a customer who dosen't speak English very we'll? Very difficult.
And again the person does not directly benefit from outsourcing. Maybe in the long run by getting a cheaper cell phone but I'd much rather have a job than a cheap cell phone.
From a reps perspective, those of us who have experience. Ever try to help a customer who dosen't speak English very we'll? Very difficult.
And again the person does not directly benefit from outsourcing. Maybe in the long run by getting a cheaper cell phone but I'd much rather have a job than a cheap cell phone.
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Get over it. My last job I spoke to people of Indian and Chinese heritage daily, and not only westernised people either. surfing an accent isn't hard if you are patient and can listen, and if you can't you should be doing another job.
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Though I said....
"But who suffers, the customers having to deal with the cultural and language barriers of having to deal with yet another barrier in the resolution of the problem. It is hard enough having to deal with a person who does speak to same 1st language as you."
Me being able to understand people calling me has nothing to do with this post. Had to do with the customer suffering. I only used what I said as an example. I quote myself. "Ever try to help a customer who dosen't speak English very we'll? Very difficult" I never said I couldn't.
BTW what is "surfing an accent"
"But who suffers, the customers having to deal with the cultural and language barriers of having to deal with yet another barrier in the resolution of the problem. It is hard enough having to deal with a person who does speak to same 1st language as you."
Me being able to understand people calling me has nothing to do with this post. Had to do with the customer suffering. I only used what I said as an example. I quote myself. "Ever try to help a customer who dosen't speak English very we'll? Very difficult" I never said I couldn't.
BTW what is "surfing an accent"
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Next thing is people are going to be complaining about East Indian cab drivers. Its simple. Other countries need jobs to live. Americans didnt want them but apparently didnt want them to be given to other people. Maybe some americans need to realize we are all on the same ;) and we all need to help each other. And im sure no customers would appreciate being hung up on because they didnt speak fluent english. But the reps work around it to understand. Next thing we know theres going to be laws to be exporting anyone of a different ethnicity and we DO NOT WANT THAT!!! just in case you didnt know. hmmm a little disorganized but i'll save it 😁
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for the most part, the only people who really care are people who feel threatened by cheaper off shore employment. on the other hand I bet all their clothes are made in malysia or wherever...
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people should start to realize, if they get a rep from one of those India centers, sure it will take longer and will be harder to understand, but at least they should know the job is going to be done right.
they go by the book even if it kills them.
AND they won't be rude or hang up on customer like quite a few north american reps do.
they go by the book even if it kills them.
AND they won't be rude or hang up on customer like quite a few north american reps do.
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You're right, but I am in in Canada and have yet to hang up on a rude customer, well actually once... by mistake (REALLY) 🙂
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*shrugs*
Canada, US, it doesn't matter.
I'm in Canada and I hung up on quite a few stupid assholes before when I used to work for care.
when you're just having a bad day, and they don't understand or argue something you've explained 7 times before. it's not even worth another breath.!
Canada, US, it doesn't matter.
I'm in Canada and I hung up on quite a few stupid assholes before when I used to work for care.
when you're just having a bad day, and they don't understand or argue something you've explained 7 times before. it's not even worth another breath.!
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Funny how americans are all first to defend free trade when its to their advantage and then first to whine about outsourcing when it isn't...
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NAFTA is a joke. I live in canada and purchased a ram chip from the US. Got a great deal on it and only payed $35 USD for a 256 MB chip. I get it in the mail by Fedex and i am charged a $55 CND "BROKERAGE FEE" when it crossed the border...What the hell is this. They tell me its some security fee. Can't charge tarrifs but they can charge security fees...My great deal on my Ram chip now cost me more than it would to walk into a store and pick one up.
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it's not funny.
it's sad.
shouldn't be reason to whine about americans, but there's plenty.
it's sad.
shouldn't be reason to whine about americans, but there's plenty.
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Trade as I know means exchange of goods. We give jobs and get what? Sub-par services.
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you don't give jobs, you hunt for the best deal as consumers, the companies compete for your dollars, and seek to maximise their profits by reducing overhead. you aren't trading jobs for sub par services, you are trading jobs for good deals on products and services that can be more cheaply made and provided elsewhere in the world.
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...but at least they always tell the truth.
*AHEM*
Try telling that to the res desk. We deal with them every single day. I hear "I have escalation. Customer is irated." I get on the line and the customer is asking about their rate plan and I have to xfer to care. Um, yeah. I never ever get calls like this from US reps.
We get calls from customers who had exchanges done on physically damaged equipment that the India rep told them was covered under warranty. These customers are charged for the damaged equipment and are quite upset about being mislead. Funny thing is that I'm not just taking the customers' word. I look at the reps' notes and see that the damage is NOTATED! The damage is actually PUT ON THE ORDER! Geez....
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*AHEM*
Try telling that to the res desk. We deal with them every single day. I hear "I have escalation. Customer is irated." I get on the line and the customer is asking about their rate plan and I have to xfer to care. Um, yeah. I never ever get calls like this from US reps.
We get calls from customers who had exchanges done on physically damaged equipment that the India rep told them was covered under warranty. These customers are charged for the damaged equipment and are quite upset about being mislead. Funny thing is that I'm not just taking the customers' word. I look at the reps' notes and see that the damage is NOTATED! The damage is actually PUT ON THE ORDER! Geez....
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Kimley said:
...but at least they always tell the truth.
I do find that Indian reps have a hard time connecting with the American consumer... and vice versa. Customers have told me over and over that they didn't think the reps from India really cared about their concerns and always sounded like they were reading from scripts. Yeah, scripted calls can be good in a way. But, connection is what our customers are looking for. They want to connect with their reps on some level.
🤭 😁 My point exactly!
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I think you need to just take a deep breath and relax. If Cingular doesnt hire Convergys im sure some other company will contract them. Yes things will be different and maybe it wont even be a wireless company but we are all trained for customer care so they can use us. Thank god i have tenure ;) doesnt hurt.
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I'm not as worried about losing my job as I was when I first heard about the merger. I know that I'll survive and will have no problem finding another job. The only thing I won't like is that like you, I am tenured and have worked here for a long time to get the ideal 9:00-5:30 shift which works well for me. If I have to start fresh somewhere there's a good chance I'll be on nights. Yuk.
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I got the great 5:00-6:30 am starts 😁 I love being off early. Theres like 4 other call centers within 3 blocks of where i work so i wont have a problem finding somewhere to work i hope 🙂 Go Dell, Telus and Atco!!!!!
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Yeh, I'm on atlantic standard time so the earliest start time available is 7:45. I wouldn't mind it but when it came time to pick it sounded so early! Now I want it!
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its like this .now unless the article on failed outsourcing was wrong. but DELL spent almost $18 Million dollars preparing a centre and training reps in India 4 months of system and linguistic skills. the article said that this centre received so many complaints that calls would come in and if a India rep answered they hung up on the rep to callback and request someone in US or CANADA.
the centre closed in less than 6 months.
i have never personally had that great of experience talking to them...but thats me..
the centre closed in less than 6 months.
i have never personally had that great of experience talking to them...but thats me..
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The article I posted in regards to outsourcing was not directly related to outsourcing to India. As I said in a earlier post outsourcing to any country where the reps aren't fluent in the language of the customers they are suppose to be assisting is the biggest mistake a company can make. Of course customers are going to get mad if they have to repeat themselves and their issue. The numbers in the article that I posted are reflecting all outsourcing i.e. Canada.
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And besides. The canadian economy needs the help. Have you seen the canadian Peso lately?
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cingular does in house reps right now--along time ago they did have some outsourceing with convergys--at least for awhile they almost have to keep convergys around there is alot of investment in convergys reps in training and knowledge which cingular gets for free..the amounts of cash it would cost cingular to to convert all the reps to in house we would be huge and take along time--convergys has lots of other business for its reps on other contracts anyways
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