THESE DEPT'S BETTER STOP BLIND TRANSFERING CALLS
I HAVE HAD A FEW COLLEGUES TELL ME THAT CINGULAR CUSTOMER CARE IS BLIND TRANSFERING CALLS !!!!!... I HAVE EXPERIENCED THIS MYSELF, AND IT PISSES ME OFF!!! THEY BETTER STOP. AT LEAST WHEN I CALL OTHER DEPT'S I WARM TRANSFER THE CALL. IT'S PRETTY BAD WHEN THE CUSTOMERS THEMSELVES ASK US TO STAY ON THE LINE TO MAKE SURE WE HAVE THE RIGHT DEP'T ON THE OTHER PHONE. NO WONDER CINGULAR HAS SO MANY PROBLEMS WITH CUSTOMER SERVICE đŗ
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Yeah, I love it when I get a customer on my line, and the first thing that they say is, "your not the person I was just talking to," that's a lovely way to start a call.
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The orange reps have no manners. The don't care about the customers only the stats. Thats a shame. If there was no customers, they wouldn't have jobs! Think about it ORANGE!
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I don't blame the orange reps, I blame cingular. It's their stupid protocols (oops i might be fired for saying protocol) that make the reps provide bad service.
ie. Short calls, if the "customer" hangs up withing the first 20 seconds (you know all those kids playing with phones, and perverts calling in, pranksters) the rep is blamed for it and goes against their daily stats.
ie. Short calls, if the "customer" hangs up withing the first 20 seconds (you know all those kids playing with phones, and perverts calling in, pranksters) the rep is blamed for it and goes against their daily stats.
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Tail said:
I don't blame the orange reps, I blame cingular. It's their stupid protocols (oops i might be fired for saying protocol) that make the reps provide bad service.
ie. Short calls, if the "customer" hangs up withing the first 20 seconds (you know all those kids playing with phones, and perverts calling in, pranksters) the rep is blamed for it and goes against their daily stats.
OH Shut up and do your job! Smile while your at it!!!!!!!!!! đ
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protocols my a$$!!!!!....for once people should worry about the customers NOT THEIR STATS. I"m not saying we shouldn't worry about our stats at all, but our policy on the "blue" side is to WARM TRANSFER all calls unless the wait time is over 40 seconds. i know that not all of the reps do it on this side either ,but i bet if you monitored AT&T wirelss centers and Cingular wireless centers, Cingular would be worse!!!. like i said before no wonder our customers don't want to go to cingular đ
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Kind of hard when the powers-that-be write the rep up for being 1 frigging second above AHT...
Stats adherance drive every single call center. If you don't make your stats level, bye-bye. I've seen companies pull accounts (this is geared toward the outsourcers on the Forum) for missing handle time by 5 seconds, and the CC had to pay FINES!
Stats adherance drive every single call center. If you don't make your stats level, bye-bye. I've seen companies pull accounts (this is geared toward the outsourcers on the Forum) for missing handle time by 5 seconds, and the CC had to pay FINES!
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I'm sorry my first priority is helping the stupid cust deal with his/her stupid problem, stats comes next, if i EVER got a non-resolve or got cap"ed" or had bad stats because i was helping the cust. My TL and i would fight it to the death (my tl loves me đ ) To hell with stats cust comes first.
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Try being blue and orange.My team handles both.We have to treat the blue customers the same way we always have , BUT we have to adhere to the orange way of maintaining stats. âšī¸
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Yeah. I hear from so many blue customers who say that they've gone to a Cingular store for help and have been treated like lepers. "OMG, you have an AT&T Wireless phone. We can't do jack for you. Now, go away. A Cingular customer just walked in."
I just don't get it. If I'd only heard from one or two people, I'd think they were exaggerating. However, I'm hearing it from at least a half dozen customers a day. *sigh*
Whiskey
Tango
Foxtrot
I just don't get it. If I'd only heard from one or two people, I'd think they were exaggerating. However, I'm hearing it from at least a half dozen customers a day. *sigh*
Whiskey
Tango
Foxtrot
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I would like to put myself up for persecution by saying that I cold transfer. Almost every time. But in my defense, I never let a customer launch into a long story before i know where they belong; I use POET religiously, and have at least a half-dozen questions I can ask to clarify whether that cingular customer is calling about their old account or not. I see no reason to talk to other reps, when they are getting the customer in the same state I got them in, with the exception, of course, that now they are in the RIGHT DEPARTMENT
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