Future of Convergys???
I got this e-mail today:
C&A Team,
Decisions are currently being made to determine what call types we will be supporting in the near future and for long term. As call volume is slow this time of year you will continue to have VGH opportunities.
Recently, there was a skill change made to allow the Orange calls to be directed to the internal sites where their systems can better assist the customer without transfers, long holds, etc. As you know we are still
receiving some Orange calls so very shortly we will begin transferring these calls.
We will continue to support Blue customers as we always have and will keep you updated on other types of call types the center will be supporting. It still very important for all of us to re ...
(continues)
C&A Team,
Decisions are currently being made to determine what call types we will be supporting in the near future and for long term. As call volume is slow this time of year you will continue to have VGH opportunities.
Recently, there was a skill change made to allow the Orange calls to be directed to the internal sites where their systems can better assist the customer without transfers, long holds, etc. As you know we are still
receiving some Orange calls so very shortly we will begin transferring these calls.
We will continue to support Blue customers as we always have and will keep you updated on other types of call types the center will be supporting. It still very important for all of us to re ...
(continues)
...
akwash79 said:...
I got this e-mail today:
C&A Team,
Decisions are currently being made to determine what call types we will be supporting in the near future and for long term. As call volume is slow this time of year you will continue to have VGH opportunities.
Recently, there was a skill change made to allow the Orange calls to be directed to the internal sites where their systems can better assist the customer without transfers, long holds, etc. As you know we are still
receiving some Orange calls so very shortly we will begin transferring these calls.
We will continue to support Blue customers as we always have and will keep you updated on other types of call types the center will be supporting. It still
(continues)
...
now I just got this:
Team,
Please note using the proper verbiage in the new Orange call transfer process to the extension 2455 is of utmost importance.
DO NOT state that this call center ‘is no longer taking calls of this type’ or anything of that nature.
The proper response to the customer would be:
‘I am transferring you to someone (or a call center) who will be better able to assist you’.
Then warm transfer the customer as outlined in the email with the subject heading: C&A: Orange Call Handling - Immediate Changes
If the hold time is greater than forty(40) seconds, set the expectation with the customer and transfer them into the queue.
If you have any questions please consult your Team Leader.
It ju...
(continues)
Team,
Please note using the proper verbiage in the new Orange call transfer process to the extension 2455 is of utmost importance.
DO NOT state that this call center ‘is no longer taking calls of this type’ or anything of that nature.
The proper response to the customer would be:
‘I am transferring you to someone (or a call center) who will be better able to assist you’.
Then warm transfer the customer as outlined in the email with the subject heading: C&A: Orange Call Handling - Immediate Changes
If the hold time is greater than forty(40) seconds, set the expectation with the customer and transfer them into the queue.
If you have any questions please consult your Team Leader.
It ju...
(continues)
...
akwash79 said:...
now I just got this:
Team,
Please note using the proper verbiage in the new Orange call transfer process to the extension 2455 is of utmost importance.
DO NOT state that this call center ‘is no longer taking calls of this type’ or anything of that nature.
The proper response to the customer would be:
‘I am transferring you to someone (or a call center) who will be better able to assist you’.
Then warm transfer the customer as outlined in the email with the subject heading: C&A: Orange Call Handling - Immediate Changes
If the hold time is greater than forty(40) seconds, set the expectation with the customer and transfer them into the queue.
If you have any questions please con
(continues)
...
