does anybody else find it hard to get the right dep't at cingular
as a " blue" cust care rep , i find it very difficult to get a rep at cingular to help. i either get the wrong market or something with the IVR..... and distinguishing the difference between telegence and care can be hard as well, and if you get the wrong dep't, cingular will offer the number but won't transfer you through, is this policy for cingular? some of our customers on the blue side don't even want to migrate because of the customer service....i know all wireless carriers have some problem with customer care but Cingular just seems to be difficult regardless and not wanting to help. hopefully our customers won't get treated the same way 😳
...
the reason orange reps offer the number, but are hesitant to transfer is because we're graded on our transfer rate (dumb, i know) if we make too many transfers it kills our stats, and the orange side is pushing stats like crazy now....stupid policy i think, but i dont make the decisions.... 😕
...
well our stats are affected by transfer rates but sometimes we have to do what we can to assist our customers, thats the problem sometimes we worry more about ourselves then our customers but if it wasn't for them we wouldn't get paid....
...
understand completely, and if its an actual customer, i am more than happy to transfer, but when talking to an agent or blue rep, giving out the number helps cut down transfers where you can,
...
yeah but when we are provided the wrong number and still get stuck on the same call for like an hour , then it drives up our handle time. so your damned if you do and damned if you don't. and that is where my frustration is. if we are provided a number we need the right one. because in the end its me transfering the customer through to the wrong dep't and its my handle time and my transfer rates which doesn't affect cingular wireless reps at all.... maybe thats the point who knows
...
As an agent who calls in it is really frustrating to not get transfered. I have 3 pages of numbers given to me by reps, some crossed out, some with stars indicating which ones were correct and wrong. We call when the customer comes to us and is sitting right in front of us, just because we are an agent doesn't mean we are acting in place of a customer.
...
i totally agree with you. i wish they would give us some sort of directory on who to call and under what circumstances to call the individual dept's
...
I have that same list, we hardly ever have the correct numbers either, the only thing we can do is give you the best number we have, and im not trying to stereotype all agents, but a lot of agents that call in to me just dial 611 to get us b/c they are too lazy to look the number up,
...
Agreed. It is SO hard to get a cooperative rep. I think its because of their policies towards STATS, like the ones they're making us do now (PAR - no ACW, transfers, hold etc).
...
but we can still warm transfer calls if the hold time is less then 40 seconds so we at least have that
...
when managers on the orange side are more concerned about our stats vs. whether or not we help customers then you better believe we are giving out numbers and not transferring. they are so hard up about stats here that they will either put us on action plans or even pull us into their sweet little offices and threaten our jobs because of our stupid STATS. I can speak for most orange reps and say we would much rather help you or agents or whomever we can at the fullest of our capacity, but we HAVE to meet our stats and its really hard when management is breathing down your back to meet some stupid number rather than help out the customers.
...
and that is why cingular customer care is so p!ss poor. they really need to change that. cingular wants to be on the top of JD power and associates for their customer care but yet they do nothing to make it easier for our customers on the blue side
...
oh i completely agree. you are preachin to the choir here; we complain daily about stats and our unfair corporate is to cc and their required stats and such, and really all it is is a hinderance to our performance with everyone.
...
the reason Tmobile is # 1 in all customer service categories is because of their easygoing policies.
Examples:
Need a cell number changed ?
Tmo - n/c, Cing - $36
Need service reconnected after a nonpay ?
Tmo - n/c, Cing - $36
Bill paid late ?
Tmo - n/c, Cing - $5
Get it ?
It's *not* the reps, its the policies.
If Cingular wants to be more like Tmo, they have to drop some of their fees IMO
Examples:
Need a cell number changed ?
Tmo - n/c, Cing - $36
Need service reconnected after a nonpay ?
Tmo - n/c, Cing - $36
Bill paid late ?
Tmo - n/c, Cing - $5
Get it ?
It's *not* the reps, its the policies.
If Cingular wants to be more like Tmo, they have to drop some of their fees IMO
...
Really good post. I agree. It is gettign really really frustrating when you cant do your best to help people because of some stupid numbers.
...
A directory of the different departments would extremely helpful. Would it really be that difficult to post one in CSP, and distribute to the blue side? I hate that some reps will just transfer without knowing if it's the right department. I get paid based on my conversion rate...how many calls and how many sales from those calls. If a customer is transfered to my department by mistake, my rate suffers.
...
the problem with posting a directory in CSP is that the depts' names change so frequently that orange reps will still get lost in the shuffle. I have contacted blue side reps who are every bit as resilient as we are saying orange reps are and that is the main probloem with our internal cust care. toomany speed dial; transfers and not enough direct user-friendly 800#s for both us and the customer. I feel for the customer, and the blue side, and our orange dept as well, and think that, given a day when stats and other BS didnt matter, we could be the top organization for cust care. But that's what we all lack; organization. And good 'ol stan or ralph or kathy don't care about that, they just care about just how many transfers I made or how man...
(continues)
(continues)
...
I agree...I am happy to help a customer...I wish that everything was easier to find though. Like, we're the only department that offers web offers via the phone. And now I'm on hold in the after hours center because one of my customers is have problems activating her phone. Stupid IVR
...
we need more ways for people to activate their phones... 🙄 its so confusing and it seems that when we fix one thing we add several more unforseen problems to it. so not only are we aggravating people internally, but that aggravation also passes thru all employees who have to deal with it. I just wish we could simply things for reps and agents alike, and everyone would be on the same page.IMO
...
