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IRTs are USELESS?!

Massively

Mar 26, 2012, 7:44 PM
all departments have bad apples but recently, cust care transfers are really getting on my nerves as well as EVERY sales agent i speak with. i know we also have our faults but almost 8 out of 10 transfer are mostly invalid. do you get audits or quality coachings?! i know you need to maintain your AHT,and it's a hard time to keep your jobs.cust do lie, but some care reps are stupid enough to put notes on the acc that one cant say that the ridiculous claim from the cust came from care! ONLINE SAVINGS FOR NEW LINES ONLY, why offer that on UPG!!! do you even understand "NEW"?. and im ranting because my team got a FULL day call monitoring for a WEEK now just to prove this point and more than half of the thrash calls we got are these cold transfer...
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