What Is The Magic Number?
Former Blue now "CSE" getting hammered on "short call" in the PAR. Non-reps ignore this question. What is the magic number? I've gotten two verbal answers "20 seconds" and "240 seconds". If it's 20 then I should never see a short call, if it's 240 then WTF?!? How am I to drag out a "what's my balance?" call to FOUR MINUTES?!? If these is something in CSP please post the encantation to summon this information.
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Last call cust couldn't log into /db 'cause the KEY didn't match. After nearly 30 min I discover that what she was reading as the upside-down (spanish style) "!" was actually what we call "the letter J". Now, that was after dragging her into typing in the correct address as was printed on the bill she had in her han...
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Last call cust couldn't log into /db 'cause the KEY didn't match. After nearly 30 min I discover that what she was reading as the upside-down (spanish style) "!" was actually what we call "the letter J". Now, that was after dragging her into typing in the correct address as was printed on the bill she had in her han...
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It's anything less than 20 sec... For safe measures on dead air calls I just drag them out to 1 minute before releasing.
Hope that helps.
Hope that helps.
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Man, that's a harsh requirement--don't they just go by average call time or something? It's not a rep's fault that people hang up right as the call connects... Or like we get Spanish transfers all the time--takes about ten seconds "Rep greeting," "You speak Spanish?" "Please hold, I'll transfer you!" Boom, boom, boom... Unreasonable call metrics are the devil's work... 😈
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Thanks. Getting things nailed down is like trying to write on butter in Death Valley in July.
So, it looks like eventually phones will have hard drives. I can just hear the "the merger reformatted by drive" calls. But really, there's an upper limit on how big a screen can get, at least until we get those "roll-out" screens I saw on the Discovery channel.
And on a final random note, did anyone read about the thousand frogs that exploded in Germany? I'm surprised that no one has tried to like those to cell phones yet.
So, it looks like eventually phones will have hard drives. I can just hear the "the merger reformatted by drive" calls. But really, there's an upper limit on how big a screen can get, at least until we get those "roll-out" screens I saw on the Discovery channel.
And on a final random note, did anyone read about the thousand frogs that exploded in Germany? I'm surprised that no one has tried to like those to cell phones yet.
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Aleq said:I've got a friend who sees his Tmobile associates get fired all the time for the same thing. According to him, they're supposed to control their calls to within a specified time requirement. I told him to read "1984" by Orson Welles.
Man, that's a harsh requirement--don't they just go by average call time or something? It's not a rep's fault that people hang up right as the call connects... Or like we get Spanish transfers all the time--takes about ten seconds "Rep greeting," "You speak Spanish?" "Please hold, I'll transfer you!" Boom, boom, boom... Unreasonable call metrics are the devil's work... 😈
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My last job was like that. I was one of two people in my department that actually met the requirements. The sad thing was - my sales record was only so-so. I spent so much time trying to meet the requirements, that I ended up losing a lot of sales. The really good people all got canned in the end because their numbers were always so bad! LOL.
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elihuspeaks said:Makes you want to burn it all, huh? Burn it all!
My last job was like that. I was one of two people in my department that actually met the requirements. The sad thing was - my sales record was only so-so. I spent so much time trying to meet the requirements, that I ended up losing a lot of sales. The really good people all got canned in the end because their numbers were always so bad! LOL.
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muchdrama said:Aleq said:I've got a friend who sees his Tmobile associates get fired all the time for the same thing. According to him, they're supposed to control their calls to within a specified time requirement. I told him to read "1984" by Orson Welles.
Man, that's a harsh requirement--don't they just go by average call time or something? It's not a rep's fault that people hang up right as the call connects... Or like we get Spanish transfers all the time--takes about ten seconds "Rep greeting," "You speak Spanish?" "Please hold, I'll transfer you!" Boom, boom, boom... Unreasonable call metrics are the devil's work... 😈
Well, the thing is that call metrics p...
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Aleq said:...muchdrama said:Aleq said:I've got a friend who sees his Tmobile associates get fired all the time for the same thing. According to him, they're supposed to control their calls to within a specified time requirement. I told him to read "1984" by Orson Welles.
Man, that's a harsh requirement--don't they just go by average call time or something? It's not a rep's fault that people hang up right as the call connects... Or like we get Spanish transfers all the time--takes about ten seconds "Rep greeting," "You speak Spanish?" "Please hold, I'll transfer you!" Boom, boom, boom... Unreasonable call metrics are the devil's work... 😈
Well, t
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muchdrama said:...Aleq said:muchdrama said:Aleq said:I've got a friend who sees his Tmobile associates get fired all the time for the same thing. According to him, they're supposed to control their calls to within a specified time requirement. I told him to read "1984" by O
Man, that's a harsh requirement--don't they just go by average call time or something? It's not a rep's fault that people hang up right as the call connects... Or like we get Spanish transfers all the time--takes about ten seconds "Rep greeting," "You speak Spanish?" "Please hold, I'll transfer you!" Boom, boom, boom... Unreasonable call metrics are the devil's work... 😈
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Aleq said:...muchdrama said:Aleq said:I've got a friend who sees his Tmobile associates get fired all the time for the same thing. According to him, they're supposed to control their calls to within a specified time requirement. I told him to read "1984" by Orson Welles.
Man, that's a harsh requirement--don't they just go by average call time or something? It's not a rep's fault that people hang up right as the call connects... Or like we get Spanish transfers all the time--takes about ten seconds "Rep greeting," "You speak Spanish?" "Please hold, I'll transfer you!" Boom, boom, boom... Unreasonable call metrics are the devil's work... 😈
Well, t
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It's an average... Out of all your calls for the day short calls must be less than 3% i believe...
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i'm in c&a and for me to meet awit i need to have my AHT be 400 seconds.. transfers 5%, short calls 5% and be availible 88% of the day. maybe yours is the same. hope this helps
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6%, actually and 15% for transfers. and 80% for Availability. Trust me. I;ve been written up about it one or twice myself. It's completely unattainable when it's call after call and people are losing migration orders or we keep getting misrouted calls. Does anybody else's center have to track all the misrouted GSM calls and releases, or is the just my sup being an idiot again?
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im in c&a and i guess they are stricter about availibilty and short and transfer calls. but i still can meet AWIT everyday.
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the only way that we get paid is if we're logged into our phones for a solid 8 hours, every day we work. we also can't be late...at all...doesn't matter if i have to stay an extra 20 minutes after everyone else in the department (including sups) leave, they don't take that into account. they recently notified us that if we didn't take longer on calls, there was a chance they could close our center down. our average call handling time was less than 9 minutes....which you would think was good, that meant you were getting what the customer needed and moving onto the next call. nope, totally wrong. to the "big man upstairs" it meant that we were burning through calls and not spending enough time with the customer.
i'm sorry, i thought i worke...
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i'm sorry, i thought i worke...
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Yup! otally ridiculous. Our call time has to be 600 seconds which is 10 minutes. Anything over that gets you on "the PAR report" which somehow has become sacred to our sups and hell for us reps. But "BECAUSE CINGULAR WANTS IT!" is drilled into our heads. (we're outsourced) But I really don't understand WTF is going on in your cc. 9 minutes would be great, we take too much time with our customers (So it takes longer then 10 minutes to "solve the issue, save the customer" Transfers are a big thing for us, too. No more than 15% of our calls. So the girl next to me has taken to teling customers that he phone is broken and that she can't transfer. I must have been hallucinating 2 years ago when I started this Job because I THOUGHT that they sa...
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Bottom line ... resolve issues. My average handle time was double the target for the longest time, I have been able to reduce it now that AWS reps have so little we can actually do. I had a call 3 and a half hours one night ... the woman had two accounts, owed over $1600, wanted a rerate on both accounts, to fix her OCS, we had to examine the billing system up and down to verify we were sending her bills out, and then she argued every answer I provided her. I had one call that went almost seven hours. In the end, the only thing that counts, the only thing my supervisor asked of me, did you resolve the customers issues. I know Cingular freaks over stats, but at the end of the day, resolve the customers issues.
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