Question for former ATTWS reps
i was woundering what old ATTWS employees think of the New Cingular vs. ATTWS
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As a convergys rep who worked for AT&T and now Cingular. I'm not impressed with things so far. They have taken away alot of our power, and have slapped alot of horrible stats on us that impede our ability to provide great customer service.
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I agree with convergys slave, i too work at convergys was a former att rep before the whole buy out and i feel that cigular is doing a HORRIBLE job with the whole situation they are basically making us force about 80% or more of the cust over to the New Cingular when really there are no benefits as well they dont give us a lot of info we are doing our jobs blind and for the largest carrier in the US its pretty borrible the way they are treating the cust i know Personally if i had a former att phone and was dealing with this whole buyout id go elsewhere as well and as Convergyslave said they are implenmenting a lot of things now new metrics that are horrible and hard to hit when trying to give a cust the service they deserve my TL told me las...
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"Sad but true. Didnt like the old....dont like the new you." I worked Att for about 4 or 5 months before the merger. I found ATT to be nice overall you know. Good to customers, good rates, good customer service.....usually. Now adays things have changed. Cingular has the power to be the best wireless carrier in the US. One problem though....it seems to be run by a bunch of people with their head up a very dark damp place. How can you buy out a company and then force the ATT customers to migrate over to new service with rates and deals that arent really all that attractive? I mean some of these fliers that they send the customers are ridiculous. Nokia 6010 for 20 bucks? Yeah right. They seemed to decide that they have these customers by the b...
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I totally agree with you Attws didnt make it that much easier for Cingular to satisfy the cust but i mean the least that cingular could do was try to make the cust a lil happy give a dog a friggen bone for god sakes, and i second this contract terms not met crap i mean they want people on the NEW cingular but yet they say hey you were good enough to gurantee your service to us so if yah wanna upgrade go to a local store and pay at minimum 100 bucks for you crap ass phone that wed give you free if you lived somewhere else i mean they must really want people to cancel i dont know how many times a day i hear What do you mean i cant migrate casue i agreed to stay with you?? try explaining that to a cust anyways enough about this
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word! i'm a migration sales rep, u wouldn't believe how much commission money i lost out on and how many mad customers i had to deal w/ because of Contract Term Not Met. i had customer who WANTED, even begged to migrate, but cingular won't let em have the best prices when they migrate. and it's in the BIGGEST areas in the country, west coast and N.E. region. that's a $hit ton of customer in that area. if u r C.T.N.M u can migrate but the best we can offer is 1 year pricing on 2 year agreement. that sucks. now i'm not saying that customer should get whatever they want, but that's for another thread. but in this case cingular WANTS and needs everyone on their service, so they need to make the switch easy and enticing. but we're movin in the co...
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Did any of you ever think about this? At first they were giving away everything to get them over... Then out of the blue, they got tight a$$ed. There's a reason for this...
To many people were migrating, putting stress on the network and billing system... so they put down these rules to slow the transition. You can bet within the next 8-10 months they will start to entice them a little more. Cingular needs time to build up infrastructure again so their systems aren't overloaded....
To many people were migrating, putting stress on the network and billing system... so they put down these rules to slow the transition. You can bet within the next 8-10 months they will start to entice them a little more. Cingular needs time to build up infrastructure again so their systems aren't overloaded....
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I am in telesales and cringe when I get blue customer on the phone that wants to add a line. Cingular Verify is the most ridiculous implementation of an idea ever. For the most part the day to day stuff is stull the same. My biggest issue is my commision checks are always screwed up because we do all our activations in orange systems but the commision is still tracked in a legacy blue system. Hell a customer cancells a feature and I'm getting chargebacks for the same feature 4 different times. I dont even want to get started on what happens if care does anything to a customers account that I activated with in the first 180 days. Try selling a 5th line on a family plan to anybody and see how boisterous their laughter gets when you tell them h...
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How about how policy changes on a daily basis...which is to be expected but when it goes from bad to worse then back to bad .. then up to good for a few weeks then back in the $h***er.
example, blue to blue upgrades... we can do them at first, then we can't under any circumstances... so were sending people to the store to pay full price. Then we can, with an over-ride from TL, but they stop that and empower us so now we can if they have multi lines, but then they switch it so we cant if its lost or stolen, but if its damaged and its out of warranty and no ins. Then we cant and now it has to be transfered to a "blue to blue upgrade team"... all of this in the matter of a few months. Hell, if you blinked you might have missed one or two of th...
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example, blue to blue upgrades... we can do them at first, then we can't under any circumstances... so were sending people to the store to pay full price. Then we can, with an over-ride from TL, but they stop that and empower us so now we can if they have multi lines, but then they switch it so we cant if its lost or stolen, but if its damaged and its out of warranty and no ins. Then we cant and now it has to be transfered to a "blue to blue upgrade team"... all of this in the matter of a few months. Hell, if you blinked you might have missed one or two of th...
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Who cares they should get rid of convergys. All of u former blue outsourced reps whining all the time cracks me up. you should be thankful you have a job. You are just cheap labor u ahve no power because u do not even work 4 cingular. Have a coke and a smile and shut up.
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You sicken me.
It's not a matter of whining you fool, if you work for blue, I don't agree with you sir, but I will defend to the death your right to say it. If you are an Orange rep... shut up, you have no idea what your talking about. WE have different rules because we deal with blue customers, not because we are outsourced you moron.
On a side note YES they should get rid of convergys, then I wouldn't have to work for Cingular anymore. They could move on to another client that's actually interested in providing customer service to their customers.
It's not a matter of whining you fool, if you work for blue, I don't agree with you sir, but I will defend to the death your right to say it. If you are an Orange rep... shut up, you have no idea what your talking about. WE have different rules because we deal with blue customers, not because we are outsourced you moron.
On a side note YES they should get rid of convergys, then I wouldn't have to work for Cingular anymore. They could move on to another client that's actually interested in providing customer service to their customers.
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First of all I am completly orange. I apologize for my previous post. But my point is Cingular is a union carrier and according to the union contract u guys cannot have the same powers as an orange rep.
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screw they union, they aint doing jack to make sure I get paid properly and on time.
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Up until very recently I had the ability to apply 500 dollars in credit to an account if i saw fit, no 50% rule could credit back 100% for misinfo if they gave me a good enough story. Now its been scaled back to $250 and the 50% rule.
Keep in mind I have zero power over orange cx's and no pull, but since I dont deal with them it only makes sense. It would be like if you called blue care and asked us to apply any kind of credit to an account, it wouldnt work. Blue care decides what goes on a blue account and vice versa.
I just want to clarify that I deal solely with blue cx's not orange. Some outsourced centers may deal with orange, and be limited to what they can do, and in that case I'm sure you are correct and they dont have...
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Keep in mind I have zero power over orange cx's and no pull, but since I dont deal with them it only makes sense. It would be like if you called blue care and asked us to apply any kind of credit to an account, it wouldnt work. Blue care decides what goes on a blue account and vice versa.
I just want to clarify that I deal solely with blue cx's not orange. Some outsourced centers may deal with orange, and be limited to what they can do, and in that case I'm sure you are correct and they dont have...
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Yes we are. Outsourced and cheap. However we are not going anywhere.... the reason we exist is because we are cheap labour and the company makes more by keeping us around. Plus most of us are friendlier and easier to talk to on the phone. Dont hate us because we are more efficent and cheaper. If they were smart they would give more jobs to convergys.
But really I do wish Cingular would pull out of Convergys so we could deal with another client who appreciates thier customers and takes the time to care about the employees.
But really I do wish Cingular would pull out of Convergys so we could deal with another client who appreciates thier customers and takes the time to care about the employees.
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simplymarcus said:
Who cares they should get rid of convergys. All of u former blue outsourced reps whining all the time cracks me up. you should be thankful you have a job. You are just cheap labor u ahve no power because u do not even work 4 cingular. Have a coke and a smile and shut up.
well jeez marcus......seems to me that most of cingular reps ARE friggin outsourced. Im migration...outsourced. customer care orange....well shat, i think a majority are based in canada. Retention....jacksonville. so it seems to me the people that are "whining all the time" are the people that you rely on everyday to get YOUR job done. Outsourcing: Cost efficient and Customer effective you ****. By the way....i cant do co...
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Every time I talk to a blue rep the feel for my situation, and are always friendly. Orange reps I talk to in activations for help with my customers are always lazy pieces of fat. I miss ATT, oh how this country would be a better place if ATT had bought out Cingular. The world we live in right now is like the Nazi's won WWII.
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i do have problems with the whole cingular system, but it's my own fault for working here. and it pays the bills, so i can't complain too much.
as far as if AT&T bought out Cingular...i'd be out of a job. i mean, no offense to AT&T, but they were already going down the drains, no reason to take another company with them. if anything, cingular saved them. just my opinion tho, so if you disagree, i'm sorry, it's just the way i feel.
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as far as if AT&T bought out Cingular...i'd be out of a job. i mean, no offense to AT&T, but they were already going down the drains, no reason to take another company with them. if anything, cingular saved them. just my opinion tho, so if you disagree, i'm sorry, it's just the way i feel.
xoxo
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Dude. I couldn't have said it better myself. Not only have the customers gotten the shaft, The employess on the blue side are definitely feeling the effects of the merger. For example. Comissions. There was one point when we were paid 10 bucks for a simple migration from blue to orange. Then it dropped to 5 and then to 4. And then there was that whole Cash bonus incentive. Sell a Media Basic and make half the value in commissions and get half as a cash bonus. THATS WHAT WE WERE MAKING IN THE FIRST PLACE... just worded differently. Then they took away the cash bonus. It was their way of letting us down easy. I agree that Cingular definitely has the potential to be the best carrier in the U.S. But I'd like to know who is making th...
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I have no problems with Cingular. Yes it was easy to satisfy customer son former attws. but look what happened they went broke and had to be sold off. Cingular had huge profits compares to the old attws before the merger on less customers. I like things run like a business and not to give credits just because someone is upset. if there is a valid dispute definitely give credit. but 99.99 percent of the time it never was and people would call back looking for more and say well we were wrong before and it was actually credit to customer goodwill and satisfy the customer, not because their was an error.
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My problem with that logic is what about the ones with legit problems where there are notes on the account about what they were told...all of it wrong and we can offer 1/2...yeah that would make me furious if i was a customer...to be told one thing that find out its wrong and have the company not even admit their mistake....think about if any other company tried that would you let them get away with it
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read your billing protocols. If it's a documented error or misinformation, the customer gets 100%. If the error was not notated, and the customer claims misinformation or misunderstanding, then it's a maximum of 50%.
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☹️ I wish people did more extensive event tracking to help avoid misinformation probelms
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Cingular offers decent rate plans, however AT&T Wireless shot themselves in more than the foot by right up until the merger offering 600 addtional minute promos and free early evenings etc on those who'd re-sign a 2-year. So then now when their crappy phones die and they want to upgrade, the "normal" cingular plans look niggardly by comparison. This despite the fact that everyone who worked for AT&T knew of the merger months in advance, but showed zero forsight when it came to synching their buisiness model up with Cingular's.
Another example of this is in the way plans were set up, AT&T didn't care where you were in the US, but Cingular is very strict about area, and won't let 2 phones be on the same plan unless their in pretty much the ...
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Another example of this is in the way plans were set up, AT&T didn't care where you were in the US, but Cingular is very strict about area, and won't let 2 phones be on the same plan unless their in pretty much the ...
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Why don't you ask..."Why does Cingular want its customers on a family plan in the same zipcode?
SunCom has customers on a 5 member family plan with 5 different zipcodes. What is the big deal with making it happen for Cingular instead of complaining about how AT&T made it happen.
SunCom has customers on a 5 member family plan with 5 different zipcodes. What is the big deal with making it happen for Cingular instead of complaining about how AT&T made it happen.
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Because Cingular has its customer split between former SBC areas and former Bell south areas. They are also further divided between markets. They are even different billing systems for each area (SBC area and Bell south areas). AWS had a national system for their GSM phones so you could have phones anywere you wanted (as long as it was a national family plan back when they had local ones). but don't tell anyone i told you this.
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Vox Dei said:
Because Cingular has its customer split between former SBC areas and former Bell south areas. They are also further divided between markets. They are even different billing systems for each area (SBC area and Bell south areas). AWS had a national system for their GSM phones so you could have phones anywere you wanted (as long as it was a national family plan back when they had local ones). but don't tell anyone i told you this.
Why not tell anyone it is very true this is the absolute reason why Cingular care is so regionalized.
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Ok.. I just did.
I had a call similar to this the other night as well. Documented misinfo is still misinfo and is to be treated as such. 50% credit and report the agent who gave this misinfo. (I didn't report them and stuck to 50% became thats all the SLR was going to offer so I presented it as the only option)
Now it also said in the protocol that if we as care reps feel that this isn't enough considering the circumstances we are to send it up, or self escalate to a manager. At my center we are blue and self esc's are discouraged so from time to time if the misinfo is completely blatant and within our credit limit we'll just give it back to them if the misinfo is clearly notated. But the literal word of the protocol I have in f...
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I had a call similar to this the other night as well. Documented misinfo is still misinfo and is to be treated as such. 50% credit and report the agent who gave this misinfo. (I didn't report them and stuck to 50% became thats all the SLR was going to offer so I presented it as the only option)
Now it also said in the protocol that if we as care reps feel that this isn't enough considering the circumstances we are to send it up, or self escalate to a manager. At my center we are blue and self esc's are discouraged so from time to time if the misinfo is completely blatant and within our credit limit we'll just give it back to them if the misinfo is clearly notated. But the literal word of the protocol I have in f...
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I am a blue employee in a retail store in florida. personally i think that cingular is too micro managed. back in my att days we were able to tell customers if they had any loyalty credit to call care about, offer retention promotions to save customers and match phone prices for the most part. in the end it was about getting the customer satisfied reasonably and make them feel happy about spending extra money on features and additional lines they would use. our cda (business discounts) accounts were better than anybodys and also the most convenient. we were able to offer all those benefits in store and explain how it all worked.
now its like i cant do anything to make our company appealing. all the abilties i explained are now gone and...
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now its like i cant do anything to make our company appealing. all the abilties i explained are now gone and...
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i think that i would have like the change alot better if we in this center were not expected to take 5 diffrent types of calls per day..before the merger we took GSM & TDMA with some of us taking GoPhone (YAY!!) afterwards were started taking CW calls so now i think that i see 5 diffrent skills on my phone because i was one of the lucky ones that gets to activate GoPhone (YAY!!)..there are some days when i wish i was on the other side of the center and i was taking CC calls (NOT!!)
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Starting Monday I never touch care again. I will only take Orange XBM calls or WSC as they are known now.
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I only assume by the "hfx" are you halifax? I thought that was tech... 🤭 I must be mistaken
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mysystemsareupdating said:
I only assume by the "hfx" are you halifax? I thought that was tech... 🤭 I must be mistaken
Yes it is Halifax 🙂 no worries.
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I think it freaking sucks, I do like the fact they got rid of alot of the 3rd party vendors taking calls, the benefits are worse though, Att had alot more appreciation for its employees. Cingular is nothing but the bottom line
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