why does cingular customer care cold transfer calls
I am a blue rep, who gets calls from Cingular from our customers who want to pay their last bill. while cingular gives me the customers phone #, they still cold transfer the call. If customer care is going to cold transfer the call then what is the sence of giving us the information... the call then comes to us with the customer saying "hello.... hello" so we have to introduce ourselves. with us our policy is to warm transfer all calls unless the wait time is over 40 seconds. so can someone fill me in on this policy from Cingular 😕
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Yeah, as a former blue rep, I am very disappointed with the policy of cold transfering.
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Cingular's policy is that we only warm transfer if we get a rep on the line immediately. If there's any queue time then we cold transfer. Cingular care is based on stats, not quality. Answer the call, then get the customer off the phone before your availability and AHT is affected.
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