Customer Care Reps - Different Clueless Layers?
I do have a question.. am I really dealing with AT&T employees when I call in? I'm aware of Convergys, but even Convergys reps are pretty well trained. The reps I keep getting have to write down my questions, put you on hold, and ask someone. A few months ago, I asked to update my IMEI number...the guy was like, "so you want us to give you a new EIMI number?" Today, I got my new MPX220 and wanted the mMode and MMS settings and it took me 2 reps to get someone who new what I was talking about. The rep I finally got was like, "speak slow so I can write this down and ask someone.." I asked him if he knew what mMode or MMS was and he couldn't answer me, he had to ask someone. Then he said he'd transfer me to customer care. I thought that was who...
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YOU ARE GETTING AWS/CINGULAR SST REPS, SIEBEL SUPPORT TEAM, AND YEAH THEY ARE DUMB AS ROCKS!!!! 😈 😈 😈 😈
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AGENT DEBIT said:
YOU ARE GETTING AWS/CINGULAR SST REPS, SIEBEL SUPPORT TEAM, AND YEAH THEY ARE DUMB AS ROCKS!!!! 😈 😈 😈 😈
What is their purpose? And why don't they know what mMode, MMS or an IMEI is? Are they trained? One of them ask me a few months ago at the end of the call, "sir, is there anything else you can do for me?" oops! I just let it go because he sounded so nervous and stupid. This morning they kept trying to tell me that I couldnt' use an unbranded unlocked quad-band phone with an ATTW SIM card...go figure! 😉
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They are there to answer basic gsm questions in terms of plans and minutes,and review bills.
They were hired to help bring down our queues for wait times.
They were hired to help bring down our queues for wait times.
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after the customers, I pity the sst people, as they are simply not trained enough to answer the phones for a wireless provider.
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And the worst part those sons of bitches promise the customer stuff they can't deliver, i mean i heard em' say we can waive upgrade fees, which cingular don't DO for anyone, they promise credits to people then expect Care reps like me to deliver on them and transfer to explain why they can't have it, among other crap they do!!Trust me about 90% of the care reps I know both in my center and other centers HATE SST Reps with a passion!!!!!!
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Agreed! When I get a call and I hear those 2 beeps I get ready for an unhappy customer. I know that for the most part it's a SST rep transferring the call after promising the moon when nothing should have been offered or promised in the first place.
Just like any position though there are some that are great reps. They do need better/more training. That's for sure.
Just like any position though there are some that are great reps. They do need better/more training. That's for sure.
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Tebor0 said:
Agreed! When I get a call and I hear those 2 beeps I get ready for an unhappy customer. I know that for the most part it's a SST rep transferring the call after promising the moon when nothing should have been offered or promised in the first place.
Just like any position though there are some that are great reps. They do need better/more training. That's for sure.
Yeah, luckily I read this board so I now know who they are. But, if I were the average customer, I would think they were the ATTWS standard. I'm mean come on..."let me write down your question so I can ask someone.." What rep who is fully trained has to write down terms like MMS because they can't remember them long enough to a...
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The SST program was instituted because our hold times were VERY long and we always had 100-200 calls in queue all day long. We decided to train a bunch of part time (temporary) reps to take up the slack. They trained 1000's of reps within a month and got them on the phones to help.
FACT: SST takes care of 80% of the calls they receive. That's 80 out of 100 customer calls that are happy and DON'T complain about the unusually long hold times.
I know a few calls may get transferred, or wrong info, or problems caused by a rep that doesn't know any different, but whenever you have a lot of people trained quickly, you may get bad apples, that's life.
Eventually, all SST reps will be full fledged Cingular reps, or let go. It was just a fix...
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FACT: SST takes care of 80% of the calls they receive. That's 80 out of 100 customer calls that are happy and DON'T complain about the unusually long hold times.
I know a few calls may get transferred, or wrong info, or problems caused by a rep that doesn't know any different, but whenever you have a lot of people trained quickly, you may get bad apples, that's life.
Eventually, all SST reps will be full fledged Cingular reps, or let go. It was just a fix...
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Don't get me wrong. The fact that they're there is extremely helpful and the difference in queues is really noticeable. For the most part they've done a great job considering the little training they got.
It's the few that pass the buck when a customer is asking for a supervisor or those who say "Yes. You can get a credit" without knowing make my job as a CSR much more difficult.
And like anything it's remembering the bad that's easy. 🙂
It's the few that pass the buck when a customer is asking for a supervisor or those who say "Yes. You can get a credit" without knowing make my job as a CSR much more difficult.
And like anything it's remembering the bad that's easy. 🙂
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My experience with them is usually not too good because my questions are a bit more complex. Even when I try and request customer care or data support, they say, "well, let me see if I can help you first." I now tell them that I KNOW they can't help...please transfer me now. If I had a rate plan question or bill balance, cool. But thats usually not the case. I could see how most customers would be ok with this. And I truly appreciate the low hold times!
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when we say that they had minimal training we DO mean minimal, average care rep gets 6 weeks, two of those WEEKS are actually taking calls under the watchful eyes of what we call....call-coaches and trainers.
The SST reps in my center got two weeks and only ONE of those DAYS is taking calls with assistance of call-coaches and trainers, and then they are sent off on their own......
with that in mind, I think they are doing an awesome job...seriously, Hold time has been virtually eliminated on most days!
The SST reps in my center got two weeks and only ONE of those DAYS is taking calls with assistance of call-coaches and trainers, and then they are sent off on their own......
with that in mind, I think they are doing an awesome job...seriously, Hold time has been virtually eliminated on most days!
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As far as ws trainers post of the amount of calls they don't transfer 80% of their calls, I don't believe it. My director shoved that down my throat too. Just like the Rep Assist department was going to permanent. All us dejected reps know that was scam so they could get their Sup only escalations in place. And who here has done the "Long Walk" around the call center trying to find a Sup who isn't busy talking to his/her buddy or surfing the internet so they can help! SST was a panic move and they try to highlight the postitive with lies, like other great lies such as the REG Prog Fee, End of bill cycle cancel or end of bill cycle extortion. No one is calling in GSM right now, its dead this time of year like it was in 2002 and 2001. The onl...
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Conveniently the same time I was ripped from my Axys bubble of safety slammed into Siebel training and tossed to the floor to fend for myself. Anyways, SST.. focus.. focus.. SST agreed.. Panic move, because the call volume was so ridiculously high that the Calls In Wait on the phones just turned to **:**.. it had exceeded 99:99. They DONT handle 80% of the calls though, that's for sure. And who is sick and tired of hearing their jokes and their plans for the weekend and what they wore last Friday at the club while your pulling the account. The fact of the matter is.. their arrogance should not be blamed on lack of training. Has anyone LOOKED at 98% of them? They're not really the "highly accredited business-like" employees.. I don't think it...
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I agree...notice since we have hired all the new temps how trashy our call center is?? I see fast food bags and cups all over the parking lot. The paper towels all over the bathroom floor. The call center was never this trashy, until the SST temps came...nice! 😛
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How about the cars?? Every day the facilitator is sending out Security Alerts that yet another car has a flat tire.. slashed, who knows? and why are the car alarms going off 24/7? maybe SOMEBODY is trying to break into them?!? hahaha! I saw a car with a friggin BULLET hole in the side of one... a REAL bullet hole, not the decals, i walked up to it and put my finger inside! lol! WHERE are these people COMING from?!
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I don't mind SST. They are just doing an impossible job and getting abuse from both sides. I know I hate it when I call res or tsd or RM or when I called migrations and they push the call back on me, so I just try to get the person on to their next angry customer call...Is SST even still around?
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I am one SST rep who can give ALL of you a run for your money. Don't get me wrong some are idiots but some of you are idiots too! But that is no excuse to give me atitude just because I say I am from SST, cause I will straight hang up on your a$$. The only reason I am calling you is because I don't have to access to do what needs to be done. Punk a$$es
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You know another thread on this forum had these very wise in regards to posts on these forums:
"And don't take it personal"
Oh wait..that was YOU on the Cingular board!
"And don't take it personal"
Oh wait..that was YOU on the Cingular board!
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Seems like you are taking a personal interest, why don't you give me a big wet kiss. And make it official 😛
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VOLVORacr said:
Seems like you are taking a personal interest, why don't you give me a big wet kiss. And make it official 😛
schmack! 😛
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what are the different levels of a call center. new here and haven't caught on to all the abbreviation's. (like SST) thanks
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I don't have an issue with SST. We are all doing what we can with the systems we have.
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Vox Dei said:
Don't insult the pretty rocks...Opps. I think that was an HR issue.
😲 😲 😲 😲 😲 🤣 🤣 🤣 🤣 😈 😈 😈
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