Customer Care...What happened??!!
Curious question to the reps out there. Are there temporary reps taking calls during this merger? I called in to have them update the IMEI on my account today. The rep answered and I told him, "sir, I just bought a new phone and would like to provide you with my new IMEI number." He asked, "IMI what?" I asked him, "did I call customer care?" He said "yes sir." And he put me on hold. Then he came back and said, "let me write down your question sir." I told him that I didn't have a question and was just calling to update the IMEI number with AT&T. He put me on hold and came back again and said, "ok sir, if you have a pen handy, I'd like to give you the number to IMEI." I said, "wait..what are you talkin' about. Give me the number to IMEI? I ca...
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Haha. We don't have temp reps but you probably got a new rep that only deals with TDMA phones and in TDMA it's called a ESN number not an IMEI number. Then it sounds like he got flustered. Probably someones first day or first week on the phone. Unforutnaly we are all human.
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Vox Dei said:
Haha. We don't have temp reps but you probably got a new rep that only deals with TDMA phones and in TDMA it's called a ESN number not an IMEI number. Then it sounds like he got flustered. Probably someones first day or first week on the phone. Unforutnaly we are all human.
Yeah, we're human, but I would think that TDMA reps would know how to handle that call once they asked a floor coach what an IMEI is. This guy sounded like they grabbed some stranger to answer the phone as he was walking past the front door of the building. Oh well..problem is solved..
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No he would have had to call GSM care to have that done. He probably ask the floor coach who told him to call GSM care.
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YES! AT&T Wireless is aggressively hiring temp reps not necessarily for the merger but because the company has been downgraded from 1st and 2nd place of customer care to 5th and 6th place.
Why? Well, when you call GSM care department the hold time is long for something simple such as your case, but then you also get the calls that last at least 20 to 60 minutes long.
The company has been hiring temps since July at a pace of 200 reps per month per call center. This representatives are known as GLUT which intercepts a call before goes to 3G care and if the rep could do a simple task such as take a one time payment over the phone or provide basic service/account/rate information then does it freeing the lines for those who like you need a...
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Why? Well, when you call GSM care department the hold time is long for something simple such as your case, but then you also get the calls that last at least 20 to 60 minutes long.
The company has been hiring temps since July at a pace of 200 reps per month per call center. This representatives are known as GLUT which intercepts a call before goes to 3G care and if the rep could do a simple task such as take a one time payment over the phone or provide basic service/account/rate information then does it freeing the lines for those who like you need a...
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What does GLUT stand for? Interesting.
We get you people's GSM calls misrouted all the time, even with all of this extra assistance from GLUT reps.
We get you people's GSM calls misrouted all the time, even with all of this extra assistance from GLUT reps.
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Are there really new TDMA reps? I don't think that there is TDMA training anymore. I was leaning more towards SST.
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I don't know if it's the case with all call centers, but I know for a fact that ATTWS call centers in more than one location initiated a hiring freeze and has since only hired temps. I know it to be true because I am good friends with a Regional ATTWS Director that handles the same region as myself. He has told me that there were at least TWO that has hired temps as their customer service reps.
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to answer the question... ATTWS call center employees have been hired as temps for a few months. they suck. it sucks. it's just bad. they won't be there after the merger....
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CainMarko said:
to answer the question... ATTWS call center employees have been hired as temps for a few months. they suck. it sucks. it's just bad. they won't be there after the merger....
Oh..ok. I was beginning to worry. The rep that he transferred me to was great. I thought he might have been drunk or a little slow..but I thought it was funny after I thought about what had happened.
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I'm pretty sure from what I remember the GSM look up team.. or seibel support team or whatever they're called -are- temp. and thats probably the rep that he got, might have been his first day.
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I had a call xferd over to me from siebel support today and yeah... it was like she didn't really know what she was doing... about this whole merger thing, I try not to think too much about it because it doesn't seem like anyone in the call center that I work at knows anything, and the rumour mill there is just flat out rediculous. I just try to do my job as well as I can, and if I show up and the doors are locked I will take that asa sign that I have been downsized...
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That's all we can do greyrat. Take it day by day and hope for the best. I know at this point I've thought about until it got to the point that I don't really care what happens as long as it doesn't drag out forever.
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the temps will still be here. my brother was a temp and got hired on full time now. the temps by us are going to go permanent soon. blame the rep not the training. their training is fine temps agencys always hire idiots hence "temp agency"
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Blame the training for the Gsm Look Up Team, they only get 2 days of it before hitting the floor ,the Siebel Support Team get 2 weeks.If your brother is a temp and got hired full time, pretty amazing with the hiring freeze they put into effect, BTW did you hear ATT is terminating 7000 employees?
Majority of ATT Retail store employees nationally but some care reps in the mix as well.
Blame the training for the Gsm Look Up Team, they only get 2 days of it before hitting the floor ,the Siebel Support Team get 2 weeks.If your brother is a temp and got hired full time, pretty amazing with the hiring freeze they put into effect, BTW did you hear ATT is terminating 7000 employees?
Majority of ATT Retail store employees nationally but some care reps in the mix as well.
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ya the GLUT team is a friggin joke. im talking about the SST reps. my center is still hiring they have classes starting monday still and still are transitioning temps to full time each week. 7000 is just a rumor any figures at this point are rumors considering it will be cingular that will do the terminating and yes retail will take ALOT of cuts. same with the network people who maintain the towers. care will barely be touched if at all. they would cust temps and outsource like convergys b4 they would start terming permanents. our severance is too good 🙂. that and my center is huge no worries at all from the reps here
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Well considering I work in the Largest convergys center in North America i'm not tooworried about it!!
Well considering I work in the Largest convergys center in North America i'm not tooworried about it!!
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Dude, don't think that cingular is gonna be in any way loyal to aws employees....particularly outsource employees. Companies like Convergys and West could lose their contracts and just move on to flogging knife sets and dehydrators from centers in India and those of us working the floor will be back to flipping burgers faster than you can say "You want fries with that?' 😡
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Dude you need to be in the know bout couple of things
1)Convergys own a piece of SBC through their holdings, which own the Big Chunk of Cingular.
2)convergys is in talks right now with cingular as to how much business they are gonna throw at them.
I work at the largest one in all of North America, mine is secure,
Reps say cingular doesn't outsource, but their union has it in the agreement that they can't outsource in the USA, but out of USA is fair game.
Now realsisticaly think of this average Skilled long time reo average $15-20 per hour, but the canadian reps make $14.00 canadian,only 2/3 of that american pay.In the bottomline of it makes real money sense.
The reps that will get let go will be ...
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Dude you need to be in the know bout couple of things
1)Convergys own a piece of SBC through their holdings, which own the Big Chunk of Cingular.
2)convergys is in talks right now with cingular as to how much business they are gonna throw at them.
I work at the largest one in all of North America, mine is secure,
Reps say cingular doesn't outsource, but their union has it in the agreement that they can't outsource in the USA, but out of USA is fair game.
Now realsisticaly think of this average Skilled long time reo average $15-20 per hour, but the canadian reps make $14.00 canadian,only 2/3 of that american pay.In the bottomline of it makes real money sense.
The reps that will get let go will be ...
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I just show up and do my job (trying to sort out customers' cell phone accounts). When I show up and the doors are locked I will know that I need to go back to school... 😛
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bobogs said:
Take it to the "Shop Talk" forum, please.
I notice you've left the same message for several other people. I apologize for offending the "forum police." I'm not an employee of ATTWS and I threw it in this forum because I wanted to share my thread with more than just ATTWS employees because I thought it was pretty funny.
Get a life...life is too short...you've got too much time on your hands!
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After reading your post in its entirety, I do apologize for suggesting that your post belongs in the Shop Talk forum. I lumped it in with the others that seem to be taking an "employee discussion" turn.
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bobogs said:
After reading your post in its entirety, I do apologize for suggesting that your post belongs in the Shop Talk forum. I lumped it in with the others that seem to be taking an "employee discussion" turn.
Great! I'm glad I've gotten the BOBGS stamp of approval now. Can we now go on and just enjoy each other's stories and comments without interference? I can't believe you have the time to count "unrelated" threads and filter them. If you weren't policing, you wouldn't have to apologize..just relax and enjoy the forum.
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