CS Reps
Why do CS reps make life so hard? All they wanna do is fight with you and not help the customer (I know, its not all of you, this is just a rant) Even though I dont work for COR I still sell att, were on the same team, we help the customer. Stop being stupid and start helping the customer or rep that calls in to help. ****, its not hard.
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Amen-
I'm sick of them acting like we are up to no good whenever we are assisting a customer.
I'm sick of them acting like we are up to no good whenever we are assisting a customer.
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100% AGREE and I am a care rep.. as long as both are following the correct procedures. I assist whoever calls to the best of my ability with the resources I have.
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I've had some pretty good luck with call center reps (once I actually found someone who spoke my native language). It's the warranty department that gives me hell. They must make commission off of how many people they turn down per day. I've gotten to the point where I don't even bother calling them from my store, I just hand out the flyer and tell the custy to call on his or her own time.
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Yes I don't mind helping but don't call if you're indirect with out the cus, per policy in my dept the cus must be in the store to verify. I only don't care to assist if you're calling in for invalid credits. We get monitored on that, at least at my center. Funny thing is when you escalate above us, like they give better answers. If you promised it, you do it.
Just like this one rep got mad because I would not give the cus $85 credit because they price matched. Per policy we can not do anything in my center if the store and rep chose to do it, then they can handle it. Funny thing is the rep called in 10xs after to get the credit that was still denied and is now thankfully reported. Love the monitoring team.
Just like this one rep got mad because I would not give the cus $85 credit because they price matched. Per policy we can not do anything in my center if the store and rep chose to do it, then they can handle it. Funny thing is the rep called in 10xs after to get the credit that was still denied and is now thankfully reported. Love the monitoring team.
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On this note, I'd say a good 10% of the calls we get (I'm actually a quality assurance rep in business end user care) are customers saying a COR rep said their act fee would be waived - when it's NOT in their ecpv profile.
Also, reps call in, and ask our reps to do credits a LOT of times, just so the rep can add a feature and get a sale.
Do you realize our reps get scored on how many credits they give out? It has to average under $5 per call, this means that if someone calls in requesting a $100 credit, that the rep must give out $0 for the next 19 calls, in order to be in the green.
This is something they can get written up for, too. I'm not sure if store reps think our agents can credit all day long with no repercussions?
Also, reps call in, and ask our reps to do credits a LOT of times, just so the rep can add a feature and get a sale.
Do you realize our reps get scored on how many credits they give out? It has to average under $5 per call, this means that if someone calls in requesting a $100 credit, that the rep must give out $0 for the next 19 calls, in order to be in the green.
This is something they can get written up for, too. I'm not sure if store reps think our agents can credit all day long with no repercussions?
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I think they do, I don't give store reps hell but it is the other way around. I hate when I tell the rep no we will not credit then he/she ask if I can tell the customer like I am suppose to be intimidated by having to speak and tell the customer no.
They don't understand we get aduited and if the cus had it waived or credited before recently or a few times back, no we will not credit them again they understood at that point it was valid and was reinformed of it.
I always quote the res ids. Pretty much I feel if you promise them a credit, you give it to them don't call and waste our time. Sometimes you get scored bad on quality for given out certain credits.
They don't understand we get aduited and if the cus had it waived or credited before recently or a few times back, no we will not credit them again they understood at that point it was valid and was reinformed of it.
I always quote the res ids. Pretty much I feel if you promise them a credit, you give it to them don't call and waste our time. Sometimes you get scored bad on quality for given out certain credits.
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$5 a call?
Really, that’s it?
I can understand not wanting to give money away but that seems really low. I am sure that is for all companies not just AT@T but wow that’s low. What do you do if you have 2 or 3 people call in a row with real billing problems?
Really, that’s it?
I can understand not wanting to give money away but that seems really low. I am sure that is for all companies not just AT@T but wow that’s low. What do you do if you have 2 or 3 people call in a row with real billing problems?
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That is a different story not many of the calls are real billing problems unless you mean people claiming they did not know they were getting charge for calling international numbers or they went over their minutes.
But if you are not a credit everything rep then it does not hurt you so badly. Right now I average $2-$3.78 in credits according to the last two weeks.
But if you are not a credit everything rep then it does not hurt you so badly. Right now I average $2-$3.78 in credits according to the last two weeks.
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Oh okay, that’s better.
I was thinking if a Rep forgot to put on a TXT plan or somthing you all were going to take the hit. Glade it a little better then that.
I was thinking if a Rep forgot to put on a TXT plan or somthing you all were going to take the hit. Glade it a little better then that.
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They dont monitor us on how many credits we give.. we just have an SOA of 250.00 then we file a case if over our managers SOA of 400.00.
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You must work at the "we are perfect" call center or something. Because we get monitored and audited at mine. I've seen reps get in trouble and written up. The higher ups e-mail their managers and tell them what to do. I've seen accounts get flagged for credit abuse as well.
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Ahh ok. I'm quality assurance at a third party call center. Agents DEFINITELY get watched on their credits. $5 average a call, $250 SoA, Supervisors have $500 SoA.
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It's in our bible, "Improper usage of the Credit and Adjustment policy is considered a violation of Wireless Code of Conduct. AT&T will monitor all credits and adjustments for potential misuse, duplicate transactions, and fraudulent usage."
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who ever said you "have to follow the bible" (and by the way no you dont) give me a break. The customer is always right. Nothing else matters, ever. Any business should follow this policy and no other. You are in business to make money and please the customer don't give me a song and dance about Improper usage of the Credit and Adjustment policy is considered a violation of Wireless Code of Conduct. AT&T will monitor all credits and adjustments for potential misuse, duplicate transactions, and fraudulent usage." Total garbage and quite frankly im sick of hearing it. This is partly to blame for our economic woes as well because companies (AT&T not excluded) are getting to big for their own briches. ENOUGH ALREADY.
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I don't work in CS but:
Your bill says my little 15 year old Johnny used 2365 texts @ $473.00 charges to me. There is no way for him to have done that. Billy is a sweet boy and he said he only sent a few text messages...
Islander, you wanna give away the farm. I hope you don't work for the same company I do...
Islander37 said:
The customer is always right. Nothing else matters, ever.
Your bill says my little 15 year old Johnny used 2365 texts @ $473.00 charges to me. There is no way for him to have done that. Billy is a sweet boy and he said he only sent a few text messages...
Islander, you wanna give away the farm. I hope you don't work for the same company I do...
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As long as the customer goes on a realistic plan there shouldnt be a problem with re-rating the bill. Besides... they can always remove features at any time... ;)
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If the customer is refusing troubleshooting and just wanting credits there is absolutely no justification for a credit. That is where all reps are monitored as long as we note credits well...and not because of the 4 r's or customer rules or crap like that, there shouldnt be a problem. There are nitwits out there that let customers get away with coercing them into a credit even tho they get one every single month for the same issue because some people just dont want to read, dont know how to read or just dont care.
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the customer is not always right... if thats right i want a refund on that thing i didnt buy,and i have the receipt. check this site www.notalwaysright.com
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