Why does everyone trans to cc
k, is it just me or does every department trans to cust care, if its not orange care cold transfering a cust about a bill that is on their side, or wex trying to give us their esc(btw u people have a res desk or so i'm told, cc cannot find phones thaty the cust has sent into u), or res cold trans to us to explain to a cust that the reason y their bill is so high is there r 3 resinstatment fees which we aren't susposed to credit for, and don't get me started on sst, i mean u can't even believe a word they say(they told a friend of mine that they had the cust take the sim out of the phone and when she sub inactive them the call dropped), and even worse is nas, omf i spent an hour trying to get them to take an ogo activation only to have the 6t...
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ravb1981 said:
i think RM ones are one of the worst transfers
Screw it, we gotta take the calls, best just to take it then let the wrong dept. give the wrong info i guess!
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Speak of the devil. 😈 👿 👿 👿 👿 👿
I was just cold transfered a call from RM (I'm 2G CC FYI)
Cust says that RM told her that CC will be able to take care of the problem.
Cust problem? She says she doesn't owe a bill that has been written off IN 1998!!!!! 😳 😳
WTF does RM think I can do??? I can't see any billing info and there are NO NOTES on the account that I can see except for OCA info. Event notes do not go back far enough. Of course cust got pissed when I told her she has to dispute the bill with the OCA and that we can do nothing for her. RM set the expectation to the customer that I would be able to make the bill disappear and make everything all right.
I HATE RM!!! 👿 ...
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I was just cold transfered a call from RM (I'm 2G CC FYI)
Cust says that RM told her that CC will be able to take care of the problem.
Cust problem? She says she doesn't owe a bill that has been written off IN 1998!!!!! 😳 😳
WTF does RM think I can do??? I can't see any billing info and there are NO NOTES on the account that I can see except for OCA info. Event notes do not go back far enough. Of course cust got pissed when I told her she has to dispute the bill with the OCA and that we can do nothing for her. RM set the expectation to the customer that I would be able to make the bill disappear and make everything all right.
I HATE RM!!! 👿 ...
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RM...the evil empire !! cold transfers...rude people...no peer to peer niceness...almost everyday I get into fistacuffs with them ! LOL 😛
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They are trained not to be nice to anybody for any reason. They are basically the collections department. Have you ever spoken with a nice collection agent?
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Yes I did, the rep there was really nice and she answered the call nice and even took the call from me even though she really couldn't help much.
I have seen multiple cold transfers from RM as I check the notes and look in the view log to see the rep show up there. You can't hide from me cold transferrer from EVIL!!!
I hate it when they transfer the customer over disputing OCA, $25.00 reinstatement fee, billing issues: describing how the customer went over their minutes/roaming/LD charges. You guys have access to this info, give them the information yourself and let me deal with a real issue!!!
I have seen multiple cold transfers from RM as I check the notes and look in the view log to see the rep show up there. You can't hide from me cold transferrer from EVIL!!!
I hate it when they transfer the customer over disputing OCA, $25.00 reinstatement fee, billing issues: describing how the customer went over their minutes/roaming/LD charges. You guys have access to this info, give them the information yourself and let me deal with a real issue!!!
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yes, WEX does have a res desk, but red flag situations are not supposed to go to wex res desk. wex has been instructed specifically that any red flag situation (even if it is not within the renew window) goes to customer care, or that at least customer care has to be offered to the customer. there are one or two specific red flags that do go to wex res desk, and general escalations go to either res desk or to a supervisor (depending on the situation and the customer's request).
The other thing that comes up, though, is that there are some things that wex simply can not do, and depending on the specific thing, it may be best to get the customer to customer care (like for migration options).
The other thing that comes up, though, is that there are some things that wex simply can not do, and depending on the specific thing, it may be best to get the customer to customer care (like for migration options).
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oddly enough, though, there is a funny thing that happens to wex res sometimes. there are frequent situations where a wex rep will call wex res desk, tell the res desk that the customer is escalating, and then it turns out the customer wasn't escalating and just wanted and/or needed to go to customer care for something. I don't understand why a rep will do that, but it happens surprisingly often. It often baffles me why a rep would do that. perhaps you are getting similar issues where a rep is doing the opposite of that. 😕
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WEX is well aware of their res desk and they constantly use it.
I personally call customer care for s41t that we can not do... migrations, red flags, billing problems/questions, buyer's remorse returns sold through care, cust demanding credits for whatever random reason, cust wants new phone. I do not transfer unnecessarily.
I personally call customer care for s41t that we can not do... migrations, red flags, billing problems/questions, buyer's remorse returns sold through care, cust demanding credits for whatever random reason, cust wants new phone. I do not transfer unnecessarily.
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What Red flags do you transfer for??
Thats the only reason you mention that I have a problem with.
If a cust mention a Verizon offer because he is not happy with the WEX Shipping charge then thats a Red Flag.... But should not be transfered to CC.
Cust mentions Verizon offer because he is unhappy with his plan then thats also a Red Flag.... Which should be transfered to CC.
I guess I looking for clarification on what Red Flags you transfer to CC
Thats the only reason you mention that I have a problem with.
If a cust mention a Verizon offer because he is not happy with the WEX Shipping charge then thats a Red Flag.... But should not be transfered to CC.
Cust mentions Verizon offer because he is unhappy with his plan then thats also a Red Flag.... Which should be transfered to CC.
I guess I looking for clarification on what Red Flags you transfer to CC
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What I consider a red flag is if the customer is stating something along the lines of "I can get a new phone free from Verizon. If you don't send me a new phone, I will cancel my service."
Actually, WEX policy is that all mentions of contract end dates, other carriers, threats to cancel are red flags and are to be transferred to care. No questions asked. Personally though, unless the customer has threatened cancellation, I don't really consider it a "red flag" to be xferred to care. I try to handle all other "red flags" myself.
Actually, WEX policy is that all mentions of contract end dates, other carriers, threats to cancel are red flags and are to be transferred to care. No questions asked. Personally though, unless the customer has threatened cancellation, I don't really consider it a "red flag" to be xferred to care. I try to handle all other "red flags" myself.
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See the problem with that is that Care can't really do anything but offer an Upgrade with a contract (If cust is eligable)
We can't waive the WEX fee, we can't process the exchange either if we get the cust calmed down.
I don't see the point of transfering to care unless they request to cancel not just threaten. Because we can't argue WEX policies or procedure.
We can't waive the WEX fee, we can't process the exchange either if we get the cust calmed down.
I don't see the point of transfering to care unless they request to cancel not just threaten. Because we can't argue WEX policies or procedure.
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Well, if the customer is threatening to cancel over the WEX fee, there's nothing that we can do for them either. WEX is an optional service and the fee is not waveable. Period. And if they want to cancel over it, since we don't have the ability to cancel accts...
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Correction said:
See the problem with that is that Care can't really do anything but offer an Upgrade with a contract (If cust is eligable)
We can't waive the WEX fee, we can't process the exchange either if we get the cust calmed down.
I don't see the point of transfering to care unless they request to cancel not just threaten. Because we can't argue WEX policies or procedure.
While I totally understand and agree with your statement about inappropriate red flags, warranty exchange is still required to get all red flags to customer care, or at least offer to, and if we don't do that, then we get a big fat not resolved on that call. silly? sure, but that's what our job requires of u...
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What about the SAVE TEAM? Are WEX reps supposed to transfer the call straight to them if customer mentions to cancel?
We have to do that here in Customer Care the moment a customer requests to cancel, BAAM, over to SAVE TEAM.
We have to do that here in Customer Care the moment a customer requests to cancel, BAAM, over to SAVE TEAM.
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We haven't been instructed to call save team, nor have we been given the number or a transfer extension. I do know one or two wex people who did get a number for them by getting a care rep to transfer them to the save team, though.
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What I'm wondering is why people promise a customer that his phone is under warranty and setting exchange expectations with customers simply because the active phone has been on the account for less than a year?
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That is simply not true !! I only do that when their child has put in the microwave and they've had it less then a year....sheeshhhhh
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I'm doing CSE in the west. Problem is, we don't have the system (Telepos II) needed to either order a phone or view an open order. Which makes me smile when I read email from Telesales saying that care should be doing upgrade orders. Look dudes (Telesales), we don't have the TOOLS, so if you don't want to talk to the customer, send them to a store or the web. Maybe some other centers have that system (Telepos), but not in mine. That's my current "xfer" beef.
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Defintion of trans. to us call center reps:
the act of pushing a cust. to another dept. regardless of who and what is neccessary so we don't have to hear the nasal breathing like their running in place and listen to stories about peoples uncles and aunts whose heads are falling off...and why my daughter can't drive without her cellphone...yadahayadayadaaa...instead of all that jazz why not just say no and can I trans. you to someone else it's the easy way out of bad calls...not to mention it gives us all more work and keeps those crazies in limbo for as long as they can hold a handset to their head....cust. care being the primary and pliable dept. they are...(not to mention their assistance with cancellation) is the best place for these cus...
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the act of pushing a cust. to another dept. regardless of who and what is neccessary so we don't have to hear the nasal breathing like their running in place and listen to stories about peoples uncles and aunts whose heads are falling off...and why my daughter can't drive without her cellphone...yadahayadayadaaa...instead of all that jazz why not just say no and can I trans. you to someone else it's the easy way out of bad calls...not to mention it gives us all more work and keeps those crazies in limbo for as long as they can hold a handset to their head....cust. care being the primary and pliable dept. they are...(not to mention their assistance with cancellation) is the best place for these cus...
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