the " ORANGE" side of customer care
anybody else ever notice that when you call cingular cus care they always say " well i can't help you" or you have the wrong dep't. but they don't want to transfer you to the right people god forbid. no wonder cingular customer service was at the bottom of the barrel.... and no wonder our customers don't want to migrate over. cause Cingular don't do **** to help their customers or make anything easy for us customer care reps on the old AT&T wireless side 🙄
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What?! I thought Orange customer care was supposed to handle everything, unlike anyone on the Blue side. Hmph. That's what the Orange propoganda that we had to watch just prior to the merger said... 🙄
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yeah right they don't do ANYTHING to make my job easier, takes just an hour to get the right dep't !!!! 🙄
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thats what happen when you all call the cancelation group. . . to try to activate a new line! duhhh
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Thats because they don't want to harm their stats, cuz transfers now go against your stats on the blue side too. But blue reps don't give a ****, at least i don't. I'm blue gsm and i don't give a **** about my stats.
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I hate to hear that you don't give a s***. I was an employee for AT&T Wireless Tech support for 4.5 years and just recently resigned. My stats, quality, and team morale was my focus at work. I always knew I didn't want to do that all my life but I had to do it to get to were I was going. When you don't care it shows in your work and it makes it harder for the rest of the team. Because it shows in your calls , causing customers to excalate for stupid reasons. I know that our company hasn't done much to keep there care teams happy and that is not right. These issues need to be brought up to your supervisors, training departments, call center directors...let them know that you are losing interest and think of suggestions to change the ton...
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Actually in customer care, not giving a **** about your stats means you are more helpful to the customers, not less, making them happier, not more prone to escalation. It means you stay on the line with them for an hour to find the department who can actually help them with their problem instead of just giving them the number and sending them on their way, and it means you take the time to listen to all of their issues instead of just hurrying them off the line after providing band-aid solutions designed to take less than 600 seconds to dispense. I didn't give a **** about my stats in care, and I ended up with some 2-hour calls and some VERY grateful customers.
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I switched to the Orange side from the Blue side after one month, in part because of billing issues. Another BIG issue is not only did the reps not want to transfer me a (as a customer, I didn't let on that I work on the Blue side) but gave me the wrong number to call back for my issues! All this stuff about "Common Customer experience" was total hyprocrisy on the part of Cingular.
So I canceled Cingular and went to Verizon and had to get a new wireless number because at that point, I didn't trust Cingular to be able to port the number with incident. 🙄
So I canceled Cingular and went to Verizon and had to get a new wireless number because at that point, I didn't trust Cingular to be able to port the number with incident. 🙄
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AMEN!
I called THAT dept one day and was xfered 9 times!!!!!!!!!!!! WTF is that? They dont know what they're doing. The reps are miserable once they find out your are "blue". I had a rep call one day asking was I blue. I answered her no, Im caucasian! She didnt know what to say! LOL
My opinion is that they are petrified that the 3rd party vendors will take their jobs. Union or not...we're COMING!
I called THAT dept one day and was xfered 9 times!!!!!!!!!!!! WTF is that? They dont know what they're doing. The reps are miserable once they find out your are "blue". I had a rep call one day asking was I blue. I answered her no, Im caucasian! She didnt know what to say! LOL
My opinion is that they are petrified that the 3rd party vendors will take their jobs. Union or not...we're COMING!
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I had to turn down a job working for the Cingular telesales department and I'm still kicking myself for that. The benefits, the salary, even the location blew my current job out of the water. (Too bad my beater of a truck doesn't do interstates.) I'm sure they know that their 3rd party colleagues don't enjoy the same fringes, and I'm positive, at least a few of them, have thought about how much more cost effective it would be, from a business stand point, to pay us half as much for the same amount of work. We all know they won't do away with the direct employees and that their jobs aren't even in risk but it is fun to dream...
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They can keep their crappy reps. It doesn't hurt me at all. They should train them to have more respect for their peers and customers.
As far as 3rd vendors not getting their benefits..I'm Canadian so NO, I don't get them. Canadian's know how to treat ppl, Stan will see that....
In due time
As far as 3rd vendors not getting their benefits..I'm Canadian so NO, I don't get them. Canadian's know how to treat ppl, Stan will see that....
In due time
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they better watch out is right cause we'll get them ha ha 😈 the least they could do is TRY and help
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Listen, they have no manners! When I get a cus that is paying their last bill they usually comment how the service(cing care) is not as good as AT&T.
Customer first my bum!
Customer first my bum!
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In our defense (yes I was blue and do agree with you) There are times we can't handle the call because of a few things, one its not our billing system (Care or Telegence) or its prepaid. Those are really the only issues we can't help you with. I do apologize that you have had those experiences (I did too, I used to despise Orange) I know it shocks the hell out of a Blue rep when they call and I can tell them what to do in their system to fix a problem.
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i have yet to encounter that when i call cingulat to actually get them to help me out THE FIRST TIME instead of NO I CAN'T help you. no need to apologize to me, i have to practice my empathy all the time.... no need to do it in this forum 🙂
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I hate to tell you this its not a "practice" im legitimate and I do feel for you guys. Like I said I went through the same damn thing and I felt the same way. Now I call the blue side and end up telling the rep how to run the system. If you don't want the apology fine but dont accuse me of being fake!
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I know that there is two diff bill systems.
Believe me, I have that down to a science. Its the terrible attitudes these ppl have..not all but most. They think that they are king poop cause Cing took over the smurfs. Umm I dont take thier bull anymore...
I just cold xfer now.
Believe me, I have that down to a science. Its the terrible attitudes these ppl have..not all but most. They think that they are king poop cause Cing took over the smurfs. Umm I dont take thier bull anymore...
I just cold xfer now.
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Yeah I know. The "legacy" reps do do that. If you get an old blue rep you're usually in pretty good shape.
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i wouldn't blame ya scotian.... cause i don't put up with cingulars bull sh!t either.... don't pay me enough
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Like the rep I got who said "These customers just migrated to Cingular, and their phones don't work."
"Have they activated their phones yet?" I replied
"Yes, they are fully active in my system."
"Well, I am also showing that these numbers ported to cingular"
"Yes....."
"So this has nothing to do with me. At all."
Sad thing is, she KNEW she was in 2G care
"Have they activated their phones yet?" I replied
"Yes, they are fully active in my system."
"Well, I am also showing that these numbers ported to cingular"
"Yes....."
"So this has nothing to do with me. At all."
Sad thing is, she KNEW she was in 2G care
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Cingular reps are not swift at all! Im always getting call for 2G..HELLO I do GSM ONLY!
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Normally, though, I must say I cannot complain. I get a cingular rep on the phone, 9 times out of 10 I can tell them what the problem is. Customer migrated, customer received last AT&T bill, customer wants to pay it, BUT FIRST, dispute the charges (of course, 8 out of THOSE 9 times the charges are not disputed once I show them the credit that indicates the bill has been prorated).
Orange reps (it seems from the blue perspective) are like SST (from any perspective): Overpaid switchboards.
Yeesh
Orange reps (it seems from the blue perspective) are like SST (from any perspective): Overpaid switchboards.
Yeesh
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I get transfered all of the time. They are also usually helpfull. The reason for this is becasue they get in trouble if they do something that their dept. isn't supposed to do. Your just mad because you have to dial more numbers instead of having someone do it for you.
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NO NO...cing reps are morons...ummmmm I dont do that...oh I dont know how to do that...etc... They are a waste!
As for wanting them to do things for us. They cant do squat
plain and simple!
As for wanting them to do things for us. They cant do squat
plain and simple!
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totally agree scotian..... cingular cus care is very difficult to deal with. thats why the customers don't want to go there now. they even say that themselves!!!!
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😉
First off we didn't have a problem answering calls from BLUE until we started recieving blind tranfs from customer's that were in the wrong market..or customer that had a dispute w/ their bill only to find out that they were in dispute of their ATT bill..which we have no access too...the issue is the minute a customer calls in to BLUE..and they recognize that they no longer have an ACTIVE account w/ ATT anymore the customer's are immediately tranf to Cingular..w/out actually finding out what is the customer's issue.....so yes if you are a rep from any call center trying to tranfer a call to me I will probe you to find out what is the reason for the call simply b/c if I can't handle it..b/c it's out of my market, issue w/ ATT bill ...
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First off we didn't have a problem answering calls from BLUE until we started recieving blind tranfs from customer's that were in the wrong market..or customer that had a dispute w/ their bill only to find out that they were in dispute of their ATT bill..which we have no access too...the issue is the minute a customer calls in to BLUE..and they recognize that they no longer have an ACTIVE account w/ ATT anymore the customer's are immediately tranf to Cingular..w/out actually finding out what is the customer's issue.....so yes if you are a rep from any call center trying to tranfer a call to me I will probe you to find out what is the reason for the call simply b/c if I can't handle it..b/c it's out of my market, issue w/ ATT bill ...
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yeah whatever.....you ORANGE reps are known for the blind trans. Looks good on you...Fun catches!!!!!!!!
I blind trans all the time to Cingular after I find out for sure thats where they need to be.
I blind trans all the time to Cingular after I find out for sure thats where they need to be.
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well if you help us then you would be one of the few who does..... most reps on the Orange side, just say nope can't help you you need to call someone else. granted there are times were we call and do get the wrong " market" but cingular makes no efford to put us through to the right people....and if our Blue customers have to go through that then may god bless them. cause i get frustrated just calling to cingular.... they don't even tell us who to call if we get the wrong dep't
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It's true. It seems like Cingular reps are paid not to help people. There is a saying called the "Cingular Shuffle". 😉 They have to get rid of calls as fast as they can so you stay on the phone 2-3 hours trying to help a customer that you have no access to their info. 👿
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A little tip that has been going around the center I work in for the past little while: If you are talking to or are a customer who has recently migrated to Cingular from the former AWS, to get to the right market what you do when prompted for the ten digit wireless number enter the area code followed by 000 0000, and repeat when the IVR asks you to confirm the number. That way you don't reach the wrong market and are not re-routed to former AWS reps or call centers.
Hope this helps.
Hope this helps.
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oh yes...wrong market...telegence..or care?? this is a 3 month course in itself...what is up with that? there is no global computer system at orange...it is all split and divided and dissected so that you have to spend 20 minutes trying to figure out what number a number is supposed to go to??? DRIVES ME CRAZY!! 🙄 🙄
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I'm so happy to see our new blue counterparts are so supportive. Whether you like it or not, we are now one company. Soon those of you who think we "purely orange" reps are so stupid and non caring will be trained on our systems and when you have questions about orange things we can then sh!t on you. I personally have dealt with MAYBE 2 blue reps but when it happened i got the job done and not EVERY orange rep will transfer for the sake of transferring. Mostly all we get for blue side is billing, and, contrary to popular belief, the "blue view" in CSP is not all that informative, so most of my day is spent transferring to the blue side. All I am seeing here is a bunch of whiney blue crybabies 😢 😢 . I don't claim to know the first th...
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Thats why I always give them the wireless number first, that way once they do ask who they're speaking with they've already accessed the account. I've had several complaints filed against Orange reps that way, just wish I knew if it did any good
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Now, before I start, I don't work for Cingular or AT&T. I am a previous AT&T customer who moved to Cingular BEFORE the merger.
This is absolutely the craziest thing I have ever heard. You work for the same company. You are not Blue or Orange you are part of the Cingular family of companies. Deal with it. If you have a problem with the way one of your co-workers does their job, then take appropriate actions within your company to handle those issues. It is not OK to publically bad mouth the company you work for and the company that pays your check, just because you have a problem with people in another department.
Yes you heard right, another department, not another company.
You children need to grow up, this is why companies are out...
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This is absolutely the craziest thing I have ever heard. You work for the same company. You are not Blue or Orange you are part of the Cingular family of companies. Deal with it. If you have a problem with the way one of your co-workers does their job, then take appropriate actions within your company to handle those issues. It is not OK to publically bad mouth the company you work for and the company that pays your check, just because you have a problem with people in another department.
Yes you heard right, another department, not another company.
You children need to grow up, this is why companies are out...
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I do appologize for the inconvience of venting our frustrations. 🙄
You are correct about it being the same company; the same family if you will-just like unwanted stepchildren.
"You children need to grow up, this is why companies are outsourcing to the Phillipines and India..." and getting to pay the workers 1 or 2 dollars a day or whatever they make has nothing to do with that? 😛
You are correct about it being the same company; the same family if you will-just like unwanted stepchildren.
"You children need to grow up, this is why companies are outsourcing to the Phillipines and India..." and getting to pay the workers 1 or 2 dollars a day or whatever they make has nothing to do with that? 😛
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HAHAHAHAHAHA
for one...no
for two...your wrong
ORANGE REPS - take care of Cingular customers
BLUE REPS - take care of customer that are still with AT&T
We work with two different systems and two sets of PROTOC*LS (i didnt say it!)
Therefore yes we are the same company it's kinda like AT&T is Cingular Step child
As for we being children and needing to grow up, you come sit in my chair and deal with the BS and stupid excuses and see how much you love your job, for your info i'm here to pay for my UNIVERSITY EDUCATION. Again if you dont like that we able to come on this website and share our opinions and stories and complaints about our job...DONT COME TO THIS WEBSITE....
for one...no
for two...your wrong
ORANGE REPS - take care of Cingular customers
BLUE REPS - take care of customer that are still with AT&T
We work with two different systems and two sets of PROTOC*LS (i didnt say it!)
Therefore yes we are the same company it's kinda like AT&T is Cingular Step child
As for we being children and needing to grow up, you come sit in my chair and deal with the BS and stupid excuses and see how much you love your job, for your info i'm here to pay for my UNIVERSITY EDUCATION. Again if you dont like that we able to come on this website and share our opinions and stories and complaints about our job...DONT COME TO THIS WEBSITE....
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1.) I hope you get fired
2.) Yes I have dealt with it, I worked for Earthlink/MindSpring during the merger... Everyone complained, everyone bitched, and eventually everyone got outsourced.
And if you have UNIVERISITY EDUCATION then you shouldn't be working as a lowly call center rep.
2.) Yes I have dealt with it, I worked for Earthlink/MindSpring during the merger... Everyone complained, everyone bitched, and eventually everyone got outsourced.
And if you have UNIVERISITY EDUCATION then you shouldn't be working as a lowly call center rep.
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If I were to get fired I would find another job because I have what people would call qualifications, as a matter of fact I have two jobs. And obviously you misunderstood me, I AM CURRENTLY IN UNIVERSITY.
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Just to clarify, because I dont think a person like you whom has nothing to do with this company or with this forum but feel the need to come to this website and bitch about something you know nothing about...A university is a building with big books where people like me get a better education so the people who go to these buildings and pay lots of money (hence the shi**y job to pay for it) can become a productive member of society.
By the way, yes i do have many spelling errors, most due to the fact that i am frustrated when i am typing and type as fast as I can, but mostly because i also speak various languages, english, french, Greek, Latin, italian, and Roman, (I study ancient history and i have to know these languages)Sometimes when...
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By the way, yes i do have many spelling errors, most due to the fact that i am frustrated when i am typing and type as fast as I can, but mostly because i also speak various languages, english, french, Greek, Latin, italian, and Roman, (I study ancient history and i have to know these languages)Sometimes when...
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pardon me for being nitpicky, but being the linguist you apparently are, you should know that Roman isn't a language. They spoke Latin.
and if you want to educate me about it... id nolo audire.
and if you want to educate me about it... id nolo audire.
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what part of ANCIENT HISTORY do you fail to comprehend?
Romans did have a language although it was borrowed.
Romans did have a language although it was borrowed.
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If you really want me to, i can explain exactly how the romans came to be, and what colonies they came from, I can also tell you what colonies they borrowed words from to make the language they have today, or i could tell you about Aeneas the mythological Hero from Troy apparently help build Rome...But only if you want me... 🙄
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Actually, clytemnestra, you might be able to answer one question I have, slightly unrelated, though I'm fairly certain you know of it. would you know a good place where I can find a copy of Morford's Classical Mythology? I've been trying to track down a copy of that ever since I gave mine away back in my SCL days, and I have been wanting to brush up on it lately. 🙂
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nope, actually i have Harris and Platzner's classical mythology,
I'm not to sure about the other author's but i have "Like the Roman's Did" and "Roman History" I cant remember all the other ones. One has a mask on it, (it's about Greek history). Talk to me in like 5 months and i'll have one on egypt
I'm not to sure about the other author's but i have "Like the Roman's Did" and "Roman History" I cant remember all the other ones. One has a mask on it, (it's about Greek history). Talk to me in like 5 months and i'll have one on egypt
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But if you want the Harris and Platzner version go to www.chapters.com (i think i got mine from the book store.)
As for shutit, he was only coming to my rescue.
Speaking of ancient history (which i gather you are familiar with) do you reconize the name Clytemnestra at all?
As for shutit, he was only coming to my rescue.
Speaking of ancient history (which i gather you are familiar with) do you reconize the name Clytemnestra at all?
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I'm rather rusty, but wasn't she antigone's sister, the really angry one that wanted to get back at her mother for considering her brother a traitor and wanted to leave him to rot on the battlefield instead of burying him? or am I mixing stories here? The majority of my studies were less formal than yours (except for several years of latin language) and were basically prep for junior and senior classical league events and competitions. Although my teachers were pretty good, I was hardly the student they deserved.
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Noppers, Clytemnestra killed her husband Agamemnon after he came back from Troy because he killed their daughter Iphigenia as a sacrifice to Artemis because he boasted about being better then her. She also killed his concubin (mind my spelling) Cassandra whom was a virgin high prietess of apollo. she was also having an affair with his cousin Aegisthus.
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To answer your question about what I do. I am in marketing for a webhosting company. I make use of my education. Thanks.
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by the way...Cingular does not pay me, i am a third party vendor, and if Cingular decided to remove us from their call centers we would have another company to work for.
And if you want to talk to people who can barely speak english who are going to end up transfering the call to me anyways because they dont like to do their job...fine.
Last time i check, Canada and the US are free countries, i can bad mouth anything i want wherever i want, whenever i want.
This site keeps me sane when I have just been reemed out by joe blow because he does not want to take responsibility for the charges he racked up, or plain jane from another department that wants me to do her job. That's what this site is for most of us and i am quite insulted th...
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And if you want to talk to people who can barely speak english who are going to end up transfering the call to me anyways because they dont like to do their job...fine.
Last time i check, Canada and the US are free countries, i can bad mouth anything i want wherever i want, whenever i want.
This site keeps me sane when I have just been reemed out by joe blow because he does not want to take responsibility for the charges he racked up, or plain jane from another department that wants me to do her job. That's what this site is for most of us and i am quite insulted th...
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In my call center there's rumours of mass firing in the very near future. it might just be a rumour, but we'll see. If if it turns out to be true, way to build team work and boost morale 🙄
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I'm willing to bet that is going to remain just a rumor. I think it is a safe bet that despite some of the issues we have had in our center, we are actually doing pretty well, even with our "stepchild" status. call me an optimist, but I think that it's gonna be fine here.
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True enough. I still remember that "emergency meeting" all the TL's had a bit after the merger. Rumour had it that the call center was closing because we didn't get the contract or something 🤣
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heh, there have been so many emergency meetings in the past few months, it was funny that they had to leave us in charge of the regular reps. there was even one night when they took all but one of us off CRT and shut down the escalation queue, forced the india reps to have to get their supervisors for a change.
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I am not saying I know more about the company. I stated first off I don't work for it. (btw it is insult not INSULTE).
What I am saying is that I have been a call center rep in many companies. Bad mouthing the other side of the company to customers is not the way to go about fixing problems.
You are all proving that you are not "caring", "customer focused", or ever that you care about the "health of your company". What you are doing is proving how childish and immature you are. There is a reason you are at the bottom of the company food chain and reduced to take a job that while you may have an education, takes absolutely no skills to complete.
What I am saying is that I have been a call center rep in many companies. Bad mouthing the other side of the company to customers is not the way to go about fixing problems.
You are all proving that you are not "caring", "customer focused", or ever that you care about the "health of your company". What you are doing is proving how childish and immature you are. There is a reason you are at the bottom of the company food chain and reduced to take a job that while you may have an education, takes absolutely no skills to complete.
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You still don't get it. Being frustrated is often a function of trying to help the customer. But people in other departments sometimes put roadblocks in the way by giving false expectations, misinformation, etc.
If you worked in a call center as you said, then you would understand this. And by that I assume you worked in /real/ call center dealing some form of customer service and having to deal with other departments and customer demands that frankly are not even remotely rational, not just an outbound telemarketing center.
However, your post was clearly a pathetic attempt at trolling. So I will give you 1 troll point out of 5 possible.
If you worked in a call center as you said, then you would understand this. And by that I assume you worked in /real/ call center dealing some form of customer service and having to deal with other departments and customer demands that frankly are not even remotely rational, not just an outbound telemarketing center.
However, your post was clearly a pathetic attempt at trolling. So I will give you 1 troll point out of 5 possible.
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No, you still don't get it. Yes I did work in a "real" call center. I worked at Earthlink/MindSpring (I was in Atlanta/MindSpring). We had two companies with very different mindsets on helping customers and how to complete tasks. Earthlink was about call times and getting customers off the phone. MindSpring was about doing whatever it took to complete the customers request. We had two billing systems, two protocols for everything, basically two of everything. I understand and sympathize with everything that you are going through, I understand that it's frustrating, I understand that you need a place to vent, but this my friend is not that. This is a public forum where YOUR CUSTOMERS can read this. That is not just stupid and irresponsible, i...
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justdarick said:
If I was the moderator of this, I would delete all of your posts like this, because they are childish and insane, but I'm not so I can't do one damn thing about it...
I'm not going to address the other parts of your post, as I have mixed feelings about that myself, but with regards to this, I have to say that while I really dislike a lot of the childish and inane posts, and some of the insane ones, there is no rule against most of them. For the most part, they have just as much a right to post here as you do. Now, I don't believe you are a troll or anything, personally, but I do think that you might want to consider avoiding reading posts that you don't want to read. We may all have f...
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Mine comments are justified, many of yours are not. This isn't the first big company that I worked for in call center. False expectations and misimformation seem to be the bane of call center workers.
I didn't say anything that was untrue and didn't bad mouth anyone. I do agree with ballderdash that some people's comments are over the top. Mine are not. I'm not at work so I don't have to take responsiblity for other people's stupidity. The worst I did was cite my experience as a Cingular (orange) customer from a customer's perspective. 🤣
To an extent you have a point, but also to an extent I feel some of your comments are trollish, intentionally or not.
Let me address something else. Like Mindspring, we do what it takes to ...
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I didn't say anything that was untrue and didn't bad mouth anyone. I do agree with ballderdash that some people's comments are over the top. Mine are not. I'm not at work so I don't have to take responsiblity for other people's stupidity. The worst I did was cite my experience as a Cingular (orange) customer from a customer's perspective. 🤣
To an extent you have a point, but also to an extent I feel some of your comments are trollish, intentionally or not.
Let me address something else. Like Mindspring, we do what it takes to ...
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I used to take blue calls, I dreaded calling to orange customer care for anything, because it always ended up being a 3 hour transfer until I got a CUID and told someone they *were* going to have to help me with this.
Taking orange calls now, I see they were trained a lot differently than we were. Their dailing tracking for stats watches transfers, call length, disconnects, ect. Despite what some customers say, I think ATT customer care reps will bring alot more empathy and consideration to Cingular customer care.
Having said that, I still dread having to call other orange departments. But I refuse to just transfer people blindly around. Our customers really do care that we OWN a call.
Taking orange calls now, I see they were trained a lot differently than we were. Their dailing tracking for stats watches transfers, call length, disconnects, ect. Despite what some customers say, I think ATT customer care reps will bring alot more empathy and consideration to Cingular customer care.
Having said that, I still dread having to call other orange departments. But I refuse to just transfer people blindly around. Our customers really do care that we OWN a call.
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taurus said:
anybody else ever notice that when you call cingular cus care they always say " well i can't help you" or you have the wrong dep't. but they don't want to transfer you to the right people god forbid. no wonder cingular customer service was at the bottom of the barrel.... and no wonder our customers don't want to migrate over. cause Cingular don't do **** to help their customers or make anything easy for us customer care reps on the old AT&T wireless side 🙄
Let me just throw my 2 cents worth in..I am a former blue care rep who is now taking orange calls exclusivly...let me tell you it is a big change! Cingular is very concerned with stats...our transfer rate, availability, short calls ...
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