Convergys gets better all the time.... :(
New survey at end of every call.. as if we have time.
The way we will gather this information is simple. At the end of each call, you will ask your customer the following question:
Mr./Ms. Customer, My goal is to provide you an outstanding customer experience; on a scale of 1 to 10, ten being outstanding, how would you rate my service today?"
Ratings of 8 to 10 are considered excellent. Thank the customer and conclude your call. Ratings of 1 to 7 show opportunities for improvement. If call is scored below an 8, one additional question will need to be asked:
Thank you for your feedback, it sounds like I could improve my service to you. May I ask you if you have any specific suggestions so I may better serve you and my other c...
(continues)
The way we will gather this information is simple. At the end of each call, you will ask your customer the following question:
Mr./Ms. Customer, My goal is to provide you an outstanding customer experience; on a scale of 1 to 10, ten being outstanding, how would you rate my service today?"
Ratings of 8 to 10 are considered excellent. Thank the customer and conclude your call. Ratings of 1 to 7 show opportunities for improvement. If call is scored below an 8, one additional question will need to be asked:
Thank you for your feedback, it sounds like I could improve my service to you. May I ask you if you have any specific suggestions so I may better serve you and my other c...
(continues)
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yeah we got this as well so basically, help your customer resolve their issues, no matter how complex in less than 10 minsAND ask the survey, oh and forget about PAR
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Yeah, but look at it this way--it's really tough for most people to say something nasty to your face, so most customers are likely to give you a good score as long as you tried and were polite and nice. Also, there are lots of ways to word and inflect the question you ask to help them up their estimate, and at least it's within your control, not a faceless quality arsehole deciding arbitrarily that THEY didn't like your tone and downgrading your score. This could be positive if you guys learn how to work it... 😉
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Yes say it like this:
"We are conducting a survey today Mr Customer and on a SCALE OF 8-10, how would you rate the service I provided you with today?"
"We are conducting a survey today Mr Customer and on a SCALE OF 8-10, how would you rate the service I provided you with today?"
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Halifax... on every damn call. Except for escallated situations and transfers from internal departments. PLus we have to write down the reponses, in detail with their answers, and reasons for their ratings. At the same time we are supposed to be notating the account. Just another stupid thing to try and make things 'better'
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yes, make things better and run up call times therefore probably putting you deep into queue (or deeper in if you already are...)
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yes run up call times, and then they get mad as our calls are too long. Plus asking for ways we can improve can sometimes make people frustrated, especially if they rate you under the 8 range and you have to ask them ways in which you could improve yourself (that is asking for trouble). I'm not sure this programme will last long.
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let's just say that i sure as hell hope it does not last long enough make it to the convergys call center i work at.
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Convergys is good with things to make our lives better all of the time. They really care about the reps.
Honestly I hope Cingular pulls the contract out and we get another company to deal with. The client is not my favourite so far.
Honestly I hope Cingular pulls the contract out and we get another company to deal with. The client is not my favourite so far.
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with my call center they are getting mad because we are too short on sales calls.
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yeah I'm too short on calls, reps around me are too long. It's so dumb I wish they could let us resolve the issue without having to worry about stats that effect my schedule and my pay increases. I want to help but with these PARametrics it can be hard. My job, and keeping it or helping the customer the best I can.
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Regina has been hit, I hate this, I wish this was against the law, as the labour board would be getting calls from me.
I wish Cingular would just drop us already, I am getting sick doing this crap. I need to find a new job BADLY!!!
I wish Cingular would just drop us already, I am getting sick doing this crap. I need to find a new job BADLY!!!
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yeah, but for full time(+OT when available) at $10+/hr, i havent found anything comparable that was not outbound commission sales, or working a lot harder physically for le$$ $$$ 😢
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no... the worst thing is that with this friggin par **** we have to make an offer to transfer and do it if they accept and if we do then it lowers our par and we can get a cap for refusing to transfer and transferring to much....talk about redundancy
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Some people just need to get their heads out of their @sses!!! I would like to see them productivity reports to see how well call centers are doing. I wonder if the Totterdale Survey is still in effect if we would get good scores still. Cingular will definitely hold up to its reputation of giving bad customer service according to some customers and some sites that do carrier evaluation... (???)
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I saw a report when I was at my supervisors desk a couple times, for almost all the teams and around 80% are always failed.
Cingular please, suck on a bag of dicks or get rid of PAR, PLEASE!!!
Cingular please, suck on a bag of dicks or get rid of PAR, PLEASE!!!
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i am happy that we dont have it at my centre yet, if they imply this rule i am looking for a job with telus on my vacation, my vacation =work again when does this end????? pls dont make me quit, i know convergy that you r good at heart but you need to drop the bs called cing otherwise you will spend allot more on training new reps than loosing cing and getting new cust to serve, they will be more lax and you will have a lower turnover and be able to MAKE MONEY 😕
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