I AM SO SICK OF SST COLD TRANSFERING CALLS
SST IS REALLY STARTING TO P!SS ME OFF!!!! THEY GOT ENOUGH NERVE TO CALL US TO TROUBLESHOOT CUSTOMERS PHONE WHEN THE HAVE ACCESS TO DO IT THEMSELVES!!!! I HAD A CALL COME IN FROM SST ABOUT A CUSTOMERS BILL AND THE BALANCE FOWARD AND WANTED ME TO EXPLAIN IT WHEN I TOLD THEM THEY COULD EXPLAIN IT THEY ASKED ME TO HOLD, NEXT THING I KNOW THE CUSTOMER IS ON THE PHONE !!!!! 👿 SO I GOT HER AWID AND GAVE HER FEEDBACK. THEY ARE SUCH MORONS, THEY DON'T KNOW ANYTHING. I WOULD TAKE QUE ANYDAY RATHER THEN TAKE A CALL FROM SST!!!!
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I know. I totally agree. And its getting worse and worse because of all the pressure to get good stats now. Pretty soon it'll be all the departments and not just SST (but they are the worst right now). We're supposed to keep our transfer rate under 10%, which is impossible almost because of how many misrouted calls we get in customer care. Not to mention, using HOLD is not not allowed so we aren't supposed to warm transfer AT ALL. I do anyways, for now, but a lot of people are getting really stressed about the whole thing.
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I'm in a Convergys location in Canada, and we just got this PAR training thing that says we can't warm transfer unless the customer specifically asks it, because we get in trouble for putting people on hold to transfer them. We're actually just supposed to give the external # of the department.
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hmmmm.....I bet ya we are in the same red, yellow, green or blue sections.....hint hint. If so I never got that out of the training....Please fill me in.
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Yeah, I got some booklet about PAR, and how we have to have no hold times, low transfers etc etc. We had a big team meeting about it. RED is my favourite color! 🙂
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hmmmmmm....well I realized they don't like transferring but didn't know about not doing it and giving them the number....I don't remember a booklet???
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Interesting! You know you aren't allowed on these forums in "our" center. 🤣 🤣
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well i am in a canadian center as well, and we had that training and we ARE suppose to warm transfer unless the hold time exceeds 40 seconds. we were told that policy is still in effect. even with the PAR metrics training. cold trans will get us a no on our monitors if we transfer before 40 seconds
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I don't really get perturbed by cold transfers. It is when the customer has been passed around and told an epic every single time that I care. I mean, technically, they all come in cold. It's when they come in screaming because too many people have been commiting too much boobery, that's when I get pissed, correlating (strangely enough) also to the profuseness of my apologies 😕
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