PAG
I dont know about anyone else but if a cust asks me to call PAG for them and they are porting INTO US, I will call PAG for them, my aht is low anyway
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Per new P&Ps delivered to us in our call center this morning, we now have to call Tech on every porting problem and they will determine if we need to contact PAG or not. Seems kinda silly to me, because most of the calls are going to have to go to PAG. But I think it's managment's hope that by getting TSD involved and fixing the problems it has access to, it will relieve the stress on the PAG hold time.
Here's the major tip the subject line alludes to: today, while on a call to Tech re: a LNP delay (TO us, not FROM us), a tech rep advised me that if you call the PAG number and DON'T SELECT ANY OPTIONS, the call will transfer in to the PAG queue and the hold time should about around 10 minutes or less. He said that it has worked for hi...
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Here's the major tip the subject line alludes to: today, while on a call to Tech re: a LNP delay (TO us, not FROM us), a tech rep advised me that if you call the PAG number and DON'T SELECT ANY OPTIONS, the call will transfer in to the PAG queue and the hold time should about around 10 minutes or less. He said that it has worked for hi...
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That trick for PAG's IVR works for me, I dont know if cust who call & don't select any options get the same routing. In addition it routs you through to the wireless to wireless port group, if you are doing a wireline to a wireless port, you have to go through the IVR options & choose wireline to wireless option & wait an hour or more. I have learned this from experiencing it myself.
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AWEsome. Thanks for the update. Like I said, I hadn't tried it myself, and the techs I usually speak with are on the ball. But you know how Murphy and his Law is....as soon as I say that it works 100%, it won't. 🤣
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I had to wait once for PAG for 2.5 hrs. Then my TL freaked out at me and we went to the 40 sec rule too.
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The 40 second rule has ALWAYS been in effect. Waiting for PAG for that long is actually considered call avoidance. The trick previously mentioned here does work however. This should benefit you and the customer.
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I was going to say...2.5 hrs is definitely call avoidance.
Thanks for the confirmation.
🤣
Thanks for the confirmation.
🤣
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TLs freaking out because you are on hold? Yeah well since the new Seibel came in everyones stats are in the dumper.
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i dont know about you guys but my tl likes us going that extra mile and sure as hell does not say its call avoidance its just good cust service.
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Good customer service? How is it good customer when because of you the hold times to get into care are longer. It's not the extra mile because if everybody who had to call PAG hung on with the customer there would be nobody to answer calls. You aren't doing anything well waiting with the customer. You therefore are avoiding other calls, hence the definition of call avoidance.
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Agreed. There is nothing that we can tell PAG that the customer can't, mainly because we dont' have the same systems.
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ok not all cust is worthy of the extra mile. if someone calls me and they been waiting 3 or 4 days too bad here is the number i will transfer you. if its been a couple weeks and they cust is pissed i am doing it myself. its makes my cust happy. its not my fault att didnt hire enough staff for the volumn. i am not going to give people less then i would before it was busy.
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I agree with you 110 percent. Too many people do what the company says and not what is right. I have my own P&P's, to hell with what they tell me to do. I help the customer period. God I hate that phrase P&P's should be B&S
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I agree that sometimes there are exceptions to the rule. But waiting on hold for over an hour and half is a little too extreme, IMO.
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exactly it all depends on the case.
i wonder how good the people who live and die by the p&P do on quality and how the rest of us do.
i wonder how good the people who live and die by the p&P do on quality and how the rest of us do.
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You have your own P&P's??? It's reps like you that drag the business down for everybody else. Other people are taking your calls and cleaning up your crap that you leave on Accounts under your P&P's. Life is actually easier when everybody follows the same guidelines.
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Coming soon to a call center near you...
We got word today that effective immediately we are not allowed to transfer/call PAG for any reason. We are to try to resolve the issue ourselves, then call tech and then EMAIL a certain group with PAG, but only as an escalation.
The main reason for this happening: customer care reps staying on the phone WAY too long holding for PAG. 1-4 hour hold times were mentioned.
So...be on the look out for new policy. Apparently the hold times are being noticed by upper mgmt.
We got word today that effective immediately we are not allowed to transfer/call PAG for any reason. We are to try to resolve the issue ourselves, then call tech and then EMAIL a certain group with PAG, but only as an escalation.
The main reason for this happening: customer care reps staying on the phone WAY too long holding for PAG. 1-4 hour hold times were mentioned.
So...be on the look out for new policy. Apparently the hold times are being noticed by upper mgmt.
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