Home  ›  Carriers  ›

T-Mobile

Info & Phones News Forum  

all discussions

show all 11 replies

What is wrong with our customer care reps lately?

JDigital

May 17, 2005, 3:23 PM
I'm getting a little frustrated. It doesn't seem like any of them comprehend the difference between and indirect dealer and a corporate store sales employee. They constantly refer to me as a "dealer" on the phone with them, and cop an attitude until I can get it through their heads "Hey, listen! I work for T-Mobile just like you do!"
Case in point: Today I called in to double check on upgrade eligibility for a customer who was in the middle of a contract but hadn't had a phone upgrade since 2003. It looked like he should be eligible for full discount, but I called CC to double check and to have them note the account about it. This guy talks to me as if I were the dumb one and says that he's not in the 11th month or greater of contrac...
(continues)
...
Aleq

May 17, 2005, 3:51 PM
I hear ya, dude... sorry about that, but unfortunately there is a distinct lack of emphasis during training on the difference between direct dealers and indirect, and some reps are just plain estupido... Most of us are pretty savvy and deal with you guys just like "one of us" but there are always the dopes out there who can't get it through their heads. Also, for some reason I've noticed that a LOT of dealer calls get routed through to predominantly SmartAccess call centers for some unfathomable reason, which can get dicey since you guys could be calling on multiple line account maintenance and getting reps who've never had to deal with these calls outside of training. 🙄 My center started out general queue and got migrated to SA so we...
(continues)
...
elihuspeaks

May 17, 2005, 5:07 PM
Thanks for the post - the whole thing explains a lot to me about the noticeable difference sometimes in dealing with reps concerning family plans. I realized that multiple lines were more complicated to deal with, but I didn't know that there were specific deparments or call centers that dealt only with SA and not multiple lines. I always figured that it had something to do with being routed to third-party call centers.

I've done exactly what you said too about calling back when I got a bad rep. For instance, I recently called for a customer to do a pre- to post- conversion for their number (he got it for his daughter and then realized it would be cheaper to add her onto his family plan). The CSR I spoke to didn't even know what I was...
(continues)
...
Aleq

May 18, 2005, 9:36 AM
When you call in, if the rep gives you a rep ID, they're outsourced. If they don't, they work in a direct call center. About six months ago, several call centers were migrated over to predominantly SmartAccess queue from general care in order to give them more specialized attention, since there are a lot of issues unique to SmartAccess accounts that weren't being addressed very well and it was causing extremely high churn on these accounts. A couple of those centers had been general care, one had been brought in specifically for WLNP and I believe one or two were tech support and wireless data exclusively, but don't quote me on that, it's the scuttlebutt. The general care centers got SA specific training and still take some general care c...
(continues)
...
bizkitsngravy

May 17, 2005, 5:04 PM
Well, I don't see this as any permanent thing, but there have been some sudden changes that have upset a lot of people recently, at least in my call center and a few people just have a chip on their shoulder....
As you probably know, we're held to an insanely high standard....recently though I think they have shot themselves in the foot. We've had quite a few people let go lately, and now we're understaffed. So, they've been cancelling all offline activities for the last couple of weeks, and even putting Sr. Reps and TA's on the phones! Nobody knows what's really going on, they're riding our butts like white on rice to improve our quality scores, but then they are turning around and riding us to do it faster (lower CRT), but not at the ...
(continues)
...
Aleq

May 18, 2005, 9:53 AM
You know, it occurs to me as I travel around the various forums on this site that we have some of the best spoken, least irrational people around... thanks to all of us who work for this company, and let's give us all a pat on the back for being cool... 😉
...
elihuspeaks

May 18, 2005, 12:11 PM
I have to agree with you on that . . . my company is a semi-exclusive T-mobile dealer, but we also sell a little bit of Cingular (and used to sell AT&T Wireless). I browse through the Cingular forum too, but it annoys me how it's mainly chat - I've learned very little from reading their posts. In light of that - I'd like to say that I really appreciate some of the extremely informative posts that I've read on this forums. Thanks all!
...
muchdrama

May 18, 2005, 12:48 PM
elihuspeaks said:
I have to agree with you on that . . . my company is a semi-exclusive T-mobile dealer, but we also sell a little bit of Cingular (and used to sell AT&T Wireless). I browse through the Cingular forum too, but it annoys me how it's mainly chat - I've learned very little from reading their posts. In light of that - I'd like to say that I really appreciate some of the extremely informative posts that I've read on this forums. Thanks all!
It's all the folks that realize where Tmobile is and what Tmobile does...offer great service at sensible prices to people who don't want to be swallowed up by the Cingular/Verizon juggernaut. Kinda creates a rational environment, y'know?
...
muchdrama

May 18, 2005, 12:45 PM
Aleq said:
You know, it occurs to me as I travel around the various forums on this site that we have some of the best spoken, least irrational people around... thanks to all of us who work for this company, and let's give us all a pat on the back for being cool... 😉
*Pats Aleq on the bu...I MEAN BACK!*
...
Aleq

May 18, 2005, 2:45 PM
muchdrama said:
Aleq said:
You know, it occurs to me as I travel around the various forums on this site that we have some of the best spoken, least irrational people around... thanks to all of us who work for this company, and let's give us all a pat on the back for being cool... 😉
*Pats Aleq on the bu...I MEAN BACK!*

Hey, it's all connected! *blows kiss* 😉
...
bizkitsngravy

May 18, 2005, 4:47 PM
Aleq said:
muchdrama said:
Aleq said:
You know, it occurs to me as I travel around the various forums on this site that we have some of the best spoken, least irrational people around... thanks to all of us who work for this company, and let's give us all a pat on the back for being cool... 😉
*Pats Aleq on the bu...I MEAN BACK!*

Hey, it's all connected! *blows kiss* 😉




AWWWE Group hug!
...
coowguy

May 20, 2005, 10:41 PM
I love direct dealers. You guys know the business and what needs to be done. It's the majority (NOT ALL) of indirect dealers that piss me off. This I-dealer wanted me to reset the contract for a customer so he could get his commission on a handset upgrade. Now I don't like the policy about the whole instore upgrade for I-dealers thing but this guy knew what the policy was and didn't care. He puts down the phone and advises the customer (I can hear the entire conversation) that TMobile doesn't care about him as a customer and he should go with Cingular. If indirect gave a crap about TMobile as a company you wouldn't have so many ignorant comments about dealers not knowing what the hell they're talking about. Okay...enough ranting...I h...
(continues)
...

You must log in to reply.

Please log in to report a message to the moderator.


all discussions

Subscribe to Phone Scoop News with RSS Follow @phonescoop on Threads Follow @phonescoop on Mastodon Phone Scoop on Facebook Follow on Instagram

 

Playwire

All content Copyright 2001-2024 Phone Factor, LLC. All Rights Reserved.
Content on this site may not be copied or republished without formal permission.