Whats wrong with AT&T wireless
What is wrong with AT&T wireless? I work from cingular and I want to know what is wrong with AT&T wireless. What is going on why are so many customers porting out? What is going on? the day LNP hit I was in a cingular store and most of the poeple porting to cingular were at&t customers. I am asking the AT&t customers and front line reps.
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simplymarcus said:What it really boiled down to was basic ineptitude on ATTWS's part. Immediately preceding LNP, ATTWS made the mistake of trying to implement a costly and immense software upgrade for their systems. This led to a nearly catastrophic problem getting new customers signed up and making changes to existing customers' accounts. This went on for about 3 months. And...
What is wrong with AT&T wireless? I work from cingular and I want to know what is wrong with AT&T wireless. What is going on why are so many customers porting out? What is going on? the day LNP hit I was in a cingular store and most of the poeple porting to cingular were at&t customers. I am asking the AT&t customers and front line reps.
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It is the tools attws gives their reps to service customers more than policy or training or staffing that is the root of attws poor service issues. The problem with ATTWs is primarily the poor job they do transitioning from tdma to gsm. The crm system for gsm is legendarily bad literally being down for weeks and still not working as it should one year later. The tools being used to transition customers from one technology to another are just very very bad.
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Ya. It was mostly the implimation of our CRM system. They really should bite the bullet and replace the intire system with something that works. The current one cannot fix mistakes so if there are any mistakes you have to fix the current bill then the cust has to wait for there next bill and call up to have that one fixed too. Takes two calls just to have a problem fixed because they when they fix it the cust gets a prorated bill based on the day that it is fixed. Convergys has a supposidly great CRM system that works very well. A number of wireless and wirelines as well as Cable companys in the US, South america and now in Eourpe use it. IMO AWS should just bite what ever contract bullet they have with the designers of there current CR...
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Have you had an opportunity to read some of the posts from AT&T care reps/supervisors. If these people who hate there jobs and enjoy causing customers disatisfaction would either straighten up or quit then maybe from a customers satnd point AT&T wouldn't be so bad. Yes some of the policies/changes aren't great but it's there is a lot said for presentation and we are the ones telling/explaining these things to customers.
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Granted, I was just having a cranky after spending some quality time with gsm care. There are people who care about the customers and there are supervisors (presumably) that will back them up, but alot of what is percieved as poor customer service can be late at the feet of software that works against a representative being able to make timely changes on an account, and being able to give a definative answer to customer questions. Reps can only work with what they are given to monitor the accounts.
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attws is set up for sales success with the plans, network, offerings, web and mailers...alot of the problems with dissatisfied customers comes from service end after the sale. Long hold times for care reps, disconnects, system(siebel) frustration by front line reps, and shortage of solutions to billing mistakes that could be proactively addressed by better software. the combining of our 2 companies will pit strength with strength. Our wide network and web/mailer success with cingulars ability to handle billing with accuracy and without surprises. I've worked for attws for a few years and our web is the best...in the last 2 years, i haven't had one customer come in and say they've waited for their order or it was lost or incorrect or anythi...
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