Shop Talk
Sprints new less than 6 minute perfect IR solution
On EVERY call do the following for NCP compliance:
1. Proactively Address Issues
· Offer possible future solution (s) by reviewing the offers tab and
unbilled/billed usage to evaluate customer need and present options.
· Conduct a visual audit of the account and highlight to the customer
any potential issues that may be occurring they may not be aware of.
· Review recent memos/interactions/alerts on account to determine if
any type of follow-up is pending that can be resolved today during the
present call.
· Identify the current device being used by the caller and ask for how
satisfied they are with the features and performance.
· Reviews the customer’s payment history to identify patterns t...
(continues)
1. Proactively Address Issues
· Offer possible future solution (s) by reviewing the offers tab and
unbilled/billed usage to evaluate customer need and present options.
· Conduct a visual audit of the account and highlight to the customer
any potential issues that may be occurring they may not be aware of.
· Review recent memos/interactions/alerts on account to determine if
any type of follow-up is pending that can be resolved today during the
present call.
· Identify the current device being used by the caller and ask for how
satisfied they are with the features and performance.
· Reviews the customer’s payment history to identify patterns t...
(continues)
...
Awesome summary! I'm looking forward to trying it (not!) I think I understand the intent behind this, but if they really want that caliber of service from us reps, they really need to raise the handle time. But that's not going to happen, sigh.
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It is good and bad. it can open up a can of worms and yet perhaps improve some situations.
Just not sure but the past indicates Not so Good
Just not sure but the past indicates Not so Good
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I dont know how your pay is but we are on ABC pay so we get paid by IR score and ammount of calls taken, if they want better scores we need to go back to hourly pay not ABC that will allow us to take longer on calls and not worry about how much money we are going to make today.
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ABC here also. (Also known as min wage after all the metrics) They claim that it will hardly have any effect on our handle time. Who do they think they are fooling.
ABC is designed to make sure the center gets max money with min pay to agents. Song and dance as they will the statistics are on their side.
Accept it and live with it. Is a job till things get better and then move on. Learn the corp think and never let it get to you or believe what they say.
Corp motto is Greed is Good
ABC is designed to make sure the center gets max money with min pay to agents. Song and dance as they will the statistics are on their side.
Accept it and live with it. Is a job till things get better and then move on. Learn the corp think and never let it get to you or believe what they say.
Corp motto is Greed is Good
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This is pretty much what the Big Red guys use as well. And it never, ever works they way they think.
See, the thing is, the big wigs listen to a few sample calls once in a while, and they think they heard every type of call. Too bad those calls are selected for specific purposes. They're not random calls, they're chosen as the best types of calls.
They will never ever learn that you simply cannot script an entire call. Nor can you give calls a format to take. It will never work. There are millions of customers, and therefore millions of different personalities/tolerances/views of what is good customer service.
Some of the things are common sense. Of course you be kind and courteous to the customer. Of course you bring things lik...
(continues)
See, the thing is, the big wigs listen to a few sample calls once in a while, and they think they heard every type of call. Too bad those calls are selected for specific purposes. They're not random calls, they're chosen as the best types of calls.
They will never ever learn that you simply cannot script an entire call. Nor can you give calls a format to take. It will never work. There are millions of customers, and therefore millions of different personalities/tolerances/views of what is good customer service.
Some of the things are common sense. Of course you be kind and courteous to the customer. Of course you bring things lik...
(continues)
...
