Confused and ANgry LEGACY ATT REP
OK Personaly I've always wanted to work for an evil soul sucking empire, so I enjoy Being a "Cingular" cc rep, but the thing I don't understand is how us underlings do not help each other.. I mean if i get a call from a orange rep or a blue rep I do everything I can to help to help my fellow underling, so why do orange reps act like such .. a$$ holes..I called one today.. in westren tellagence ? and all I needed was to know if this was an active acct.. he would not help me... I know this don't apply for everyone .. I'm just venting..
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Have you seen the stat numbers Cingular reps have to make all the time? Daily, not monthly. Yeah, don't blame the sheep.
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Nope... Thats no excuse. Any good QA person will tell you that the single call is more important than the stats. It doesn't look good if you don't assist another rep, especially because they are more able to provide feedback directly to your supervisor than the consumers 😁
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K can i just say as a blue rep this really DRIVES ME NUTS!!!!! yes you have to track your transfers and high numbers of transfers are bad but if you are doing YOUR JOB then the transfer is LEGIT get off your freaking paranoid stools and do your job. Fact is if you auto fail your call for not helping the person ie customer/rep doesn't matter who when that call beeps in you take it and DO EVERYTHING YOU CAN TO HELP them yes cingular expects certain things but if you are doing your job those things fall into place. i can tell you that QA stands for a heck of a lot more then you having to transfer someone those are used to make sure you are not doing work avoidance if you just transfer calls rather then take them your ass is grasss but if you ...
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I'm not making excuses at all. Believe me, you should help customers and fellow employees as much as you possibly can, I agree. BUT, I used to complain about how rude and impatient the Cingular reps were too until I became a Cingular rep. Now I know WHY they are rude and impatient. Customers I talk to ALWAYS complain because someone dropped the call on a hard tech call, or would tell them to call someone else and not even offer a transfer to tech, or another dept, or transfer to a dept that has nothing to do with their problem. If you have to juggle FOUR stats just to make the grade on one stat, and that stat directly effects the QUALITY of the call, then there is a problem, a BIG problem.
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Yeah I know that as a blue rep we had the same issue when we called CSE. But now that our center is all Orange, we are to still assist the customer/rep in any way and if our stats are bad because of it as long as our job is done they dont care.
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