SST DO YOUR JOB!!!
I for one am soooo sick of getting calls from SST who want me to do their job. Claiming they don't have access to the policies and procedures information (or any information for that matter). I have complained to my supervisor and filed feedback on countless SST REPS that want care to tell the cust the bad news, or transfer escalated calls to us claiming the cust asked to speak to a "customer care specialist".
My favorite is REPs who "don't have access to that information" they must think we are stupid, the only thing we have that they don't is seibel.
I guess ownership is not one of SST resolutions factors. I think a CARE REP should get $1.00 everytime he/she has to take a call from an SST that could have finished the job themselves.
Co...
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My favorite is REPs who "don't have access to that information" they must think we are stupid, the only thing we have that they don't is seibel.
I guess ownership is not one of SST resolutions factors. I think a CARE REP should get $1.00 everytime he/she has to take a call from an SST that could have finished the job themselves.
Co...
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I was once SST. I used to hate having to transfer to Customer Care. Then when I became Customer Care I hated SST. hehe its a vicious cycle.
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excuse the FRENCH. . . but what is SST. . . is that those out sourced temp reps?
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When I was SST it was the training we got (glut tool, primus etc) before we went into Siebel training, basically we were the front line to help customer care in thier time of need when they were in queue 24/7. Not too many SST's were worth what they were paid though.
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SST is a dept that should never have been created! They do NOTHING but give false info and cause them to escalate. They claim that this system and that system doesn't work and just want to pawn the cus off. If they were honest and said "look, I don't understand this..can you help me?" it would be different! These ppl don't want to learn the job and cry when Care give them a hard time. I honestly don't think that most of the SST reps have an education beyond 10th Grade....LEARN YOUR JOB OR GO BACK TO SCHOOL!
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i dont have any gripes against SST, that i can think of, but i DO have some against BEUC! Now, before i begin my rant, remember i am aware that MOST reps do their jobs, and do it the way they are supposed to, this rant is for those who DONT! if you do it correctly, i'm cool with you, and i commend you for doing it right! 😁 NOW its time to vent! 👿 BEUC REPS! NOTATE ACCOUNTS COMPLETEY! ASPECIALLY if you process a wex, we need to know what troublshooting has been done, if there is no physical or liquid damage, and if the customer has been given the verbatim statement! we get ALOT of escelations about exchanges your dept. processes and a grievous lack of notations on hurts our effort! in regards to the MULTI-WEX program, if we do...
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Sorry for the typos (yes i know there were a lot of them, my copy editing prof, would decapitate my for them), typing between calls can be a bit destracting. For reference on my point of view, im in the WEX CRT dept.
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OH YEAH! 😈 STOP PROCESSING MULTI-WEXs!!! THE FORM IN NWRS STATES CRT ONLY FOR A REASON!!! you set false expectations, and the customer winds up with a 3595 for V505, SMOOTH going BEUC, Leave it to the people who know what their doing! US!
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sst makes me f'in sick.... calling to us about a customers phone saying the phone won't work and didn't troubleshoot the DAMN PHONE at all.... 👿 then you ask them if customer is on the phone they say no, so you take the call only to find out the customer is on the phone.... a@@holes!!!! G they piss me off. then they call in wanting US to explain a balance foward to the customer so you explain it to SST and they STILL TRANSFER THE CUSTOMER THROUGH..... and they got enough nerve to get OVERTIME for what doing nothing at all !!!!! 😡
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They transfer b/c they're not smart enough remember how to instruct the cus to take a sim out.
I have had calls with them chewing gum,blowing bubbles, eating chicken (I asked one dude), burping and my most hated one...YAWNING! How rude!
WHERE DID THEY FIND THESE PPL?
Should have left them there!!!!!!!
I have had calls with them chewing gum,blowing bubbles, eating chicken (I asked one dude), burping and my most hated one...YAWNING! How rude!
WHERE DID THEY FIND THESE PPL?
Should have left them there!!!!!!!
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My biggest problem with SST is unneccessary transfers to cc. Also dropping or cold transferring Escalations!!! And as far as SST is considered, "trouble shooting" extends to SIM pop, Sub inact and a power cycle. If that doesn't fix the problem, they call us?!
I understand they only have 2 weeks of training where we have 6 but really, I didn't learn anything in training, everything I know I have picked up from being on the floor and taking calls. Couldn't SST follow suite? Oh, sorry, I forgot they lack one important thing; BRAIN CELLS!
Also, I have taken to dropping SST that refuse to do their job "Well, I dont have my Primus ID" or "I dont have my Webaxe password" My response; "Go talk to your supervisor" Drop, click, release. If I e...
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I understand they only have 2 weeks of training where we have 6 but really, I didn't learn anything in training, everything I know I have picked up from being on the floor and taking calls. Couldn't SST follow suite? Oh, sorry, I forgot they lack one important thing; BRAIN CELLS!
Also, I have taken to dropping SST that refuse to do their job "Well, I dont have my Primus ID" or "I dont have my Webaxe password" My response; "Go talk to your supervisor" Drop, click, release. If I e...
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ya know, substitute master reset for sub inactive, and you have 96% of the troubleshooting that india wex reps do. it's really a pain, too, because for a few devices, the master reset is also a master clear. 😲
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