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A new plot

resdeskslave

Mar 29, 2005, 4:59 PM
I've just been informed that I'm to report to "quality training" today. It feels like I'm in a concentration camp being lead to my demise. I've already been briefed by coworkers about the contents of this training, and basically, it all comes down to making it easier to receive a Not Resolved for the minutiae of a call. I'm assuming it's center specific, possibily only related to WEX. Anyone else experiencing anything similar? Any other "get fired quick" schemes?
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shorty2cute

Mar 29, 2005, 5:15 PM
what center are you in?
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resdeskslave

Mar 29, 2005, 5:19 PM
Clarksville, the only state-side WEX center.
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shorty2cute

Mar 29, 2005, 5:22 PM
oooh ic.. just curious.. we got new quaility.. and i think its a big load of .... ****
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BRWNIDGERL27

Mar 29, 2005, 5:22 PM
im in clarksville to in c&a training 🙂
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resdeskslave

Mar 29, 2005, 5:30 PM
Ahhh C&A. They sit all around me, get to go home early without it being counted as an absence, have half the workload, and don't have to deal with the constant barrage of our Indian counterparts...Lucky sons of [insert term of your choice]. I can't even get off the res desk and take regular calls. You've gotta love management. Oh, and despite popular belief, WEX Res does not eat babies, unless provoked...er...uh...at all.
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Link

Mar 29, 2005, 5:56 PM
You just made my day with the last comment 😁
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resdeskslave

Mar 29, 2005, 6:01 PM
I'm here to make others happy, that is, unless you're a Blue or Orange customer with a warranty problem. In that case, it's your own fault for selecting that horrid phone and not knowing what your service provider offers if it gives you a problem. But for the general population, I enjoy making you happy. 🤣
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ballderdash

Mar 29, 2005, 6:34 PM
nah, it's not wex specific. actually, the content of the "class" is geared more towards C&A. when they played the example call to show off the new monitoring style, I was clueless, since I know zippo about C&A.
as far as the new rules, yeah, it does make it a little easier to get a not resolved on one call, but it also makes it a lot easier to bring your overall quality score back up if you do happen to get a not resolved on one call. it's a tradeoff. there are also some instant fails they mention that could get people fired, but's just obvious call avoidance stuff. about the biggest change I remember is that in some situations, they can mandate that you have to call a customer back to correct your mistake.
overall, I have mixed feelings,...
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resdeskslave

Mar 29, 2005, 9:08 PM
Yeah I just got back from the brain-washing. I just think it makes it easier for them to give you a "no" just judging by the way the care call was monitored. Maybe it's just me and Convergys/Cingular has me paranoid. UNION!!! Oops, sorry, that word is forbidden. If I'm not careful they'll drag me, kicking and screaming, to a training room and watch more anti-union propaganda. [jumps down off soapbox and exits...stage left]
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Enigma Kahn

Mar 29, 2005, 11:21 PM
whats scary, if we "forbidden word", they would be up and running at full staff in a few monthes, its almost frightening really, but at the same time i really have to marvel at the presision mein Führer would be proud
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DrDialtone

Mar 30, 2005, 8:24 AM
My joy is the "short calls". So, if some bozo calls in, hangs up before I can say a word, I get dinged? How is that my fault? All I need are a couple kids playing games and dozens of reps "don't meet". Better yet, if I get some machine call-in I now have to listen to it for 240 seconds (that's the new standard) before I can hang up. However, if I do that then I get dinged for "call avoidance". So, I'm to go hunting for a sup, who are either in some random meeting or hiding under their desk, to ask for permission to hang up on a FAX machine, and then I need to get that sup to note the account. WTF! I have a hard time finding a sup for the important stuff. More magic numbers they can use as an excuse not to increase pay.
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Tail

Mar 30, 2005, 11:42 AM
Nobody said cingular were the brightest kids on the block. There are many protocols (oops! can't say protocol to a customer or it will be instantly unresolved) that cingular has that are just plain unfair and wrong.

Heck, look at cingular's own statement on misrouted calls:
"All Customer Care Call Centers assist with handling out of market calls to reduce call transfers and increase customer satisfaction. Historically, out of market calls have been known as misdirected calls; however, misdirected calls between Customer Care centers no longer exist."

25-35% of our calls here to blue care are misrouted to us and we have to transfer cust agian (we get GSM blue customers calling, SST reps who can't find the GSM account, we ...
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TheNoGuy

Mar 30, 2005, 11:38 PM
I wish we could have more of those "glad you came to work today ninjas that jump from the walls" spread about the center and convert them to "walking you out the door have a good day ninjas" that way the axe does come it will be like a Karate movie and I'll bring some throwing knives and stars and make a grandoise depature...the way it is now seems so pleasantly evil in regards to the new quality methods as well as "impacting the cust" with tone and demeanor...I mean you tell someone no I can't give you a free new fon with all the accesories and noone in the comp. will and what happens with quality on that kinda of call...its like seeing the noose as a good friend and grabbing a ticket and standing in line till it's your turn to get your nec...
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Link

Mar 31, 2005, 12:02 AM
Kinda like IT Ninjas as seen in that webcomic that I can't remember it's name, it's hilarious.

Your sitting there and it's like you say out loud you could use some more coffee. You turn away for a second and when you look back there is coffee in your CUP because of the stealthy IT NINJAS!!!
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ballderdash

Mar 31, 2005, 12:09 AM
Link said:
Kinda like IT Ninjas as seen in that webcomic that I can't remember it's name, it's hilarious.

Your sitting there and it's like you say out loud you could use some more coffee. You turn away for a second and when you look back there is coffee in your CUP because of the stealthy IT NINJAS!!!


webcomic, I wanna say that was either GPF or Help Desk, but I don't remember for sure.
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Link

Mar 31, 2005, 12:39 AM
Webmonkey ring a bell? The Boss who needs help with his karaoke skills?
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