What plan?

i used to have like 2000 mins but when i relized how many rollover i had i went down to 39.99 450 and i want toad a line now!

You should be able to add a line for 9.99 and keep your rollover balance because it isnt really a rate plan change, just an add a line. What state do you live in?

no because I have to switch to family plan and I live in nj

thats the EXACT reason why the policy changed in the 1st place!

39.99 is not a family plan he has to change to a family talk plan to add on a line of service, unless he wants two individual plans

Also, the rollover adjustment team will not take this situation into consideration anyway. It happens everyday.

thank you for clarifying that for anyone who wants to escalate

Selling the Cingular Advantage to a customer who is upset that he is losing his huge rollover balance despite his loyalty to Cingular is like putting lipstick on a pig. 🙄

😉 Hey now Ms Piggy is darn cute!

supermanskryptonite in our call centers we have to give that information out. Yes this is a company owned center. if i am asked by a customer. It was the same when i was in NYC sales for cingular. if they ask for a employee ID then you have to give it out. While I am glad you are in OOP, in our center if the customer meets certain criteria we are allowed to make that exception. I assume you missed the consistantcy agenda from 3 weeks ago then where this process was outlined. Not trying to start a debate here but this is the poilicy that we have be told and emailed on to follow. Again this could be a market by market ruling.
adam

There's a possibility it could be a market policy, however I was reading CSP this morning to which it states that we are not supposed to give out our CUIDs to anyone but other Cingular departments, as well as Lockline . I mean just speaking from an employee's point of view and reputation, wouldn't you hate it if you gave a customer your CUID, then they called into another department (or even customer service) and stated that they work for Cingular and gave them your CUID and you needed access to such and such account and needing this done? -- then you'd be responsible for anything that happened. I definately wouldn't give my cuid out, and definately wouldn't tell as customer to ask for another reps CUID, just for that reason in particular ...
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ok i can see your point of view on this issue. however since it is still the policy at our call center at the moment I have no choice. I refuse to give my CUID once and the QA team failed me for it. Some day they will hopefully get a national policy similar to ATTWS tried to do.
adam

which company do you work for adam

I am a former blus att wireless rep. I work in a now orange center, handling the GLR region calls As well as PT sales for the NYC market.
adam

From a legal perspective, if a customer asks for identifying information, you are REQUIRED to give them something that will allow them and the company to positively identify you.

What if I speak to a rep, and the rep doesn't note the account? Now there is no "note" to pop up the "CUID".

This is legal protection for you, the employee, the company, and the customer.

Now, this information does not have to be the same ID that is logged on a call (ie, the CUID), but there needs to be a way for the cutomer to positively identify you. For example, if I called in and said "I spoke to Adam and he said..." how many "Adams" are there employed by cingular? I would imagine a great many more than one. Its worse with common names like "Mike"....
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Well when it comes to Quality and Assurance, as well as owning the call when the customer calls in, reps are required to give out their FULL names (ie. James Smith). That is it. We are also allowed to give the call center we work for (ie. Ocean Springs call center). Cingular Wireless has an employee locater that can look up any employee based on the location of the center they work for as well as the first and last name. Therefore, if you need more information in regards to a certain situation and the rep you're speaking to needs to locate the employee in regards to that situation, then it is possible for them to give you the first and last name as well as the location of the center they work for -- however DUE TO LEGAL PURPOSES, we cann...
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supermanskryptonite said:
Well when it comes to Quality and Assurance, as well as owning the call when the customer calls in, reps are required to give out their FULL names (ie. James Smith). That is it. We are also allowed to give the call center we work for (ie. Ocean Springs call center). Cingular Wireless has an employee locater that can look up any employee based on the location of the center they work for as well as the first and last name. Therefore, if you need more information in regards to a certain situation and the rep you're speaking to needs to locate the employee in regards to that situation, then it is possible for them to give you the first and last name as well as the location of the center they work

...
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Oh believe me I'm completely right. When a rep greets the caller, we are to give out our full first and last name, however, if you are uncomfortable giving out this information, you ARE allowed to have a pseudo in place of your actual name, which might I add takes some paperwork and requests, ect. So, we can't just say any ole' name that pops into our head. And only if a customer asks, we are supposed to give out our location of employment (like it honestly matters anyway---must customers just ask this because they think it will intimdate you or they feel they can actually get you in trouble. But it doesn't do ANYTHING AT ALL really.) And that is all the information reps are to give them. Name (required) and location (if asked). So, do...
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Ironically enough, a situation like this just happened today. A customer wrote in to "Stan the Man" because he feels that he was treated poorly by previous representatives in regards to a situaion. He has a TDMA phone, which of course, is not compatible with the GSM network, therefore not giving him the benefits of the current Nationwide rate plan. Therefore, he called into Customer Service wanting to upgrade his equipment, in which the rep he spoke with quoted him on various prices for phones with a 2-year Term of Service. However, the customer had a past due balance of 101.85 on his account, therefore keeping him from upgrading until the past due was paid. Per the notes on the account, the rep he spoke with provided the customer with ...
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Every time I have asked for a CUID, I have been given it -- and I am not an employee of Cingular. I am just a customer and have had no trouble getting it.

😈 Something to be said for explaining that to the customer in a "flat robotic monotone" isn't there Supes?

You can't do that. We have FAMILY TALK plans and then we have single line plans. There is no way to activate a second line on ANY single line rate plan anymore. YOU CAN'T DO IT

Its been done. So you can.

actually no I don't know if you are thinking of care or telligence but EVEN if you did try and suceeded at adding an addtional line onto an idividual plan it would be in the different group AND the addtional line would be charged at the out of bucket minute rate! for instance AN39R5KNWUMM ( I cant remember the exact code but it shows up on the users bill) and you try and add FTN9RUNWUM2M, tell me how in hell the system is going to recognize an indiviudal plan for an addtional line if it was NEVER designed for it. unless there is some magical addtional line code I do not know or its a grandfathered plan, it cannot be done

Apparently your systems are still updating, because you failed to read my other posts.
Here is what you do, usually only in the care market.
Customer has individual 450 plan, wants to add a line to the 450 plan for 9.99.
I would set up a new individual plan for the new line(which plan doesnt matter) and when I am done setting this up, I would call customer service. I would have them change the individual plans to a family talk plan, and since their rate doesnt change, I will ask the care rep to re add the rollover minutes to the plan.
I have done this, so I KNOW it can be done.

there rate DOES change, FT plans start at 59.99. we are not supposed to readd rollover and at least in our centre we are capped at 1000. sure you can have to individual plans and change both into a FT plan, I am not disagreeing with you there. BUT aviable FT plans start at 59.99

Family Talk plans start at 49.99 with both lines, 450 anytime 5000 N&W. Base line is 40$ add a line is 9.99. New rate plan changes effective 11-25-05.
This is an option only for existing customers, but Jack here fits that bill.

and another thing about the CUID situation is that it cleary does state in CSP that we are not to give out the CUID or EVEN notate the cuid on the event notes unless you are using a tracker that does not generate the typists info. Giving a customer your full name, first and last is saficiant for if they want to reference you in their future dealings with CS. The CUID is there for internal varification and tracking procedures. I understand how strict quality can be, but weither its a centres policy or not it does conflict with what is in CSP(evil slow CSP) I don't think you should have failed for a quality for not siting information that should not be asked for in the first place

if you're an existing customer, activated prior to 11/24, you can add a line for $9.99 on to the current $39.99 450 plan, and keep any rollover minutes you currently have. It's a holiday promotion for existing customers that will expire on 2/11/2005