Dear Orange Reps
If any orange care reps read this, please warm transfer customers to blue care. Sometimes when you cold transfer you send the person to the wrong care department and we have to transfer them to the correct one.
Here's a tip: ask the customer if they are a former attw customer and if there is a sim card in that phone... if so, call the 3g blue care, instead of cold transferring them to 2g blue care and ruining our stats.
Seriously, we get fed up with this.
Here's a tip: ask the customer if they are a former attw customer and if there is a sim card in that phone... if so, call the 3g blue care, instead of cold transferring them to 2g blue care and ruining our stats.
Seriously, we get fed up with this.
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You think deciding 2g or 3g is so difficult, imagine us on the blus side, Northeast Market, Great Lakes Market, Gulf/SouthEast Blah blah blah. and dont even get me started on Care and Telegence. I mean what is the difference? Maybe a question better asked in the Cingy forum. I think I will go try that now.
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the difference with care/telegence is cause each program only works with certain area codes
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Or better still when they half warm transfer. they call us ok cool our customer and all. and they say the have things to tell the customer we are on hold then bam couple seconds later the there is silence. oh the customer is there. Part of a warm transfer is to introduce one another, please do not just drop the customer. Or one call lately the customer is being transfered to Blue for an ORANGE mail in rebate for their ORANGE phone. We do not have any info on mail that stuff. All what will happen is the customer is going to get pissed off. just because the customer is former blue does not mean we know about it and then cold transferring to us just makes the situation worse. If you really think it is a blue issue then warm transfer to make su...
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I got in to a yelling match yesterday w/ an orange rep because I (2G Blue) would not take a 3G NBS cust .... she would not vid the account for me and also I was the wrong dept. she tried to esculate to my sup and i was like HA!! I DONT THINK SO YANKEE because i'm the wrong department so don't waste my time with that bulldung. and what did she do? dropped the customer on me and then that customer proceeded to yell at me for 10 minutes because i wasn't doing my job ..... well he couldn't vid properly anyways!!! ... stupid americans .. no wonder the towers got hit 😈
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Orange reps tick me off. Beep Beep. "Thank you for calling Cingular Wireless. How may I help you?" Cust "I was just on hold." At this point I roll my eyes and curse orange care reps 🙂. I'm getting more and more of these calls.
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BadAgent said:
... stupid americans .. no wonder the towers got hit 😈
HAHAHAHAHA
Awesome.
And I don't get WHY people want to argue when THEY got the wrong department. I mean, how hard is it to call another department? I get this often too.
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Tell me about it its not like it will take their last breath to say Mr./Mrs. Whatever here is so-and-so to assist you further... is it really that hard to do so we know ok cust is on the line now and jack ass is gone
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Nosferatu said:
Tell me about it its not like it will take their last breath to say Mr./Mrs. Whatever here is so-and-so to assist you further... is it really that hard to do so we know ok cust is on the line now and jack ass is gone
I had ONE orange rep you fully warm transfered to me and on top of it all gave the customers full expectations that I told him about the situation then said I can take the call he gave this info as he was giving me the call. I liked it it is how it should be done, but man I almost fell out of my chair. When you get so many that dump and go it surprises you, on the one that decides to do he job correctly.
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I've had 1 that did everything properly as far as the warm transfer but when the cust came over the issue the rep said the cust was having wasn't even close to what the customer actually wanted... like hello clean the **** out of your ears, and listen to the customer.
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I had an Orange rep cold transfer to me so the customer can return their orange phone. HEY GUYS IN ORANGE!! WE CANNOT DO THIS!! We can only place a migration order after that there is sweet F*** all Blue care can do and dumping your call on us just ticks the customer off the customer did not even know they were being transfered. I know you have limited resources on the return but you have 100% more then blue care does we do not even have the customers account number or anything for the orange side.
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Well I think that all the reps that were blue reps before are the ones that will warm transfer a customer. Per Cingulars policy in csp we are not to warm transfer anymore. I can sympothize simply because I use to take blue calls and now i take orange and before I used to get cold transfers from customers trying to reach Orange tech support, care, xbm etc. I have even had reps say they dialed the preper extension given to them and it routed to the wrong dept. I think their routing is all screwed up.
But just wait until all of you blue guys are taking orange calls. Stats are the worse, everything is counted against you. I was in TSD before and had to meet 91% availability and now it is 80% and I can barely meet that. but that is anot...
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But just wait until all of you blue guys are taking orange calls. Stats are the worse, everything is counted against you. I was in TSD before and had to meet 91% availability and now it is 80% and I can barely meet that. but that is anot...
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I don't know how it works in your call centre, but here, as a blue legacy rep, we have the exact same stats to meet as an orange rep and a divested rep. So everything is already being counted against us. And I LOVE my blue calls. I am totally not looking forward to when they force me to orange. I think I'll cry.
I know I, personally, LOVE talking to orange reps who know what they're doing.
Luckily, I only get calls from orange during the first few hours of my shift, because all markets close within 2 hours of my shift starting.
I know I, personally, LOVE talking to orange reps who know what they're doing.
Luckily, I only get calls from orange during the first few hours of my shift, because all markets close within 2 hours of my shift starting.
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BluOrg_Lady said:
You blue guys also have to understand too that we dont have access to the blue systems and cannot see the customers bill or answer any questions and I know when i call blue care the reps never want to take the calls, or I can already hear the frustration in their voice and I just came on the line and you are already judging me. 👿
Ipost 🤣
I know you do not have access to our systems neither do we for yours. but when we get cold transfers for people looking to return orange equipment it is stupid. You may not have to warm transfer but you should verify you have the correct department. or in the case the customer has a former blue account is suspended many times payment is re...
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