Techs & Trends
Call Centers..
So im here bored at work in Aux if anyone knows what i mean. Ive been thinking on how we're graded on calls. Anyone care to put their input on this...
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If it's any thing like us, you're graded on the following things
Pleasentried(pleases/thank yous)
Hold Procedure(how you place someone on hold)
Terminology
Tone
Effectiveness(how fast you can resolve the cust issue.)
We also send surveys out after every call to have the customer grade us on our performance.
Pleasentried(pleases/thank yous)
Hold Procedure(how you place someone on hold)
Terminology
Tone
Effectiveness(how fast you can resolve the cust issue.)
We also send surveys out after every call to have the customer grade us on our performance.
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A couple of other things to add:
Avoiding Dead Air. (time where you are not talking - NO MUTE!!!)
Active Listening
Active Communication with the customer.
WATCH YOUR P&P!
Avoiding Dead Air. (time where you are not talking - NO MUTE!!!)
Active Listening
Active Communication with the customer.
WATCH YOUR P&P!
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We're graded on whether or not the customer believes we have done our job... đ
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No...we are graded on whether or not they think we've done our job IF they paid attention to the fact it was about the rep and not about the provider.
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we are graded like strippers. If the customer doesn't like us or think we were good or doesn't like the establishment.... we dont get paid. i hate no surveys that had nothing to do with how we did our job, its just perception and that sucks.
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Yea i get ya. we're also graded based on following our callflow. ugh i hate it cuz sometimes it pushs the customer away and makes them feel trapped. đŋ
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We score on a number of things.
Expectations being set (Anything financial or service impacting, such as prorated charges).
Making test calls to the customers device after any type of equipment change to ensure it's working.
A positive initial response to the customer.
A good closing (including the word resolved)
Tone and demeanor
etc
These are just a few of the points AT&T reps are scored on.
Expectations being set (Anything financial or service impacting, such as prorated charges).
Making test calls to the customers device after any type of equipment change to ensure it's working.
A positive initial response to the customer.
A good closing (including the word resolved)
Tone and demeanor
etc
These are just a few of the points AT&T reps are scored on.
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Yeah. Are you in aux 5 right now? Calls at our center (BEUC) are pretty slow right now.
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we are graded on knowledge of our product, authenticity, providing assurance, providing empathy, tone, active listening and self help! following the scripts and paraphasing always helps to avoid call backs
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mmmm I wish I have Aux, I only have personal tine or meeting and they are always monitored
âšī¸ oh the joy of remembering how long I could stay in Aux đ
âšī¸ oh the joy of remembering how long I could stay in Aux đ
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