CSA Change
I now understand why some customers are angry when they finally reach us. i have been trying to fix a problem for a customer since last night. i had to stop and go home then start again today. i have been on hold since 530 and its now ll03 this is insane. if you have to do a csa change i pity you and i apologize to anyone who has been cold transfered. reps have some compassion for the customer on this one.
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here is an update on how long it took me to get to csa...i didnt not after 8 hrs. i shouldnt talk bad about the company i work for but that is just ridiculous. i for one pity the customer at this point and now know why they are usually mad
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I never experienced a problem with CSA changes. I could do them in a snap. Although I haven't been with AT&T for about 5 months so not sure if the system has changed that much. I would think it would have become quicker to do them thought
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i dunno about speed of getting them done but getting to the department is murder. too bad care cant just do it.
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OOOPS I forgot about that. Just as I was leaving the policy had changed care used to be able to do it.
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CSA changes dont take long. Getting into the department can take forever. No Doubt. That department also handles many other tasks on top of taking calls and dealing with issues that properly belong to other departments. Call Ownership. Customers will often call back into that department for billing issues, troubleshooting, or just to complain. Other departments cold/blind transfer customers in to have issues dealt with that dont belong to that department. When we were dealing with holiday backlog CSA changes took a back seat to processing pre holiday orders. Wait times should be reduced now that the Xmas frenzy and the LNP chaos have settled down.
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i work in the NST department (TDMA verision of CSA). Anyways, we all received a email last week telling us that we HAVE to cold transfer the customer because we are so busy. CSA was also not taking calls for a few days during the past week. I can get through to CSA just fine as well.
mike
NST
mike
NST
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i got the email about cold transfer but i was advised by my supervisor to go the extra mile so i did. the dept was open when i was trying to get in but for some reason i didnt reach anyone. either way its safe to say i saved the customer and he is now atually pretty happy with our service as my supervisor actually took over the issue as i was off yesterday and today
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