Wanna SHORTchange Cingular? Here's how!
Rep's stats are negatively affected when they get hung up on in the first 20 seconds, and that is UNFAIR! They obviously don't listen to reason, or just don't care, so here is what we are going to do:
On your spare time, call cingular, get a rep and hang up (with or without saterical comments!)
1. Call 1-800-331-0500
2. Press 1 for english
3. Enter 954-294-0000, your call should be routed to a florida market call center (on the cingular side, not AT&T)
4. When the rep answers the phone, don't let them do their speech, you must hang up after a few seconds (don't let it go past 20 seconds or they won't get a short call).
Repeat as nescessary until you feel satisfied. We plan on doing this each day for an hour or two if we can.....
(continues)
On your spare time, call cingular, get a rep and hang up (with or without saterical comments!)
1. Call 1-800-331-0500
2. Press 1 for english
3. Enter 954-294-0000, your call should be routed to a florida market call center (on the cingular side, not AT&T)
4. When the rep answers the phone, don't let them do their speech, you must hang up after a few seconds (don't let it go past 20 seconds or they won't get a short call).
Repeat as nescessary until you feel satisfied. We plan on doing this each day for an hour or two if we can.....
(continues)
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If this really will have an affect on their stats, how many reps will be fired because of it?
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No one will. See, this is the thing. If cingular drops our contract, whoop-dee-doo. There has never been a call center closed in North America. NOT ONE! If cingular doesn't want us, we have other clients. No one will get fired, trust me.
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Not true convergys closed a call center in nashville, tn last year when they lost sprint as a client.
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Really? Then my TL is lying. Looks like it's time to get my facts from someone else 😡
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Yea, its sad but true about 500 lost their jobs.. It's not that far from here so we were all scared to since this was close to merger time and we were hearing cingular doesnt like 3rd party venders.
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Well, I am confident that our center will not be closed, come what may. We have a good reputation, and a large portion of our reps are outstanding. So menh, I don't care what cingular does.
YOU HEAR THAT CINGULAR!!! I DON'T GIVE A MONKEY-FUC*ING, TOE-NAIL-EATING, SH!T SWIPING DAMN ABOUT WHAT YOU DO!! I'LL HELP KRAFT CUSTOMERS REDEEM GROCERY COUPONS RATHER THAN LET YOU HAVE THE SATISFACTION OF PUTTING 700 PEOPLE OUT OF A JOB!!
YOU HEAR THAT CINGULAR!!! I DON'T GIVE A MONKEY-FUC*ING, TOE-NAIL-EATING, SH!T SWIPING DAMN ABOUT WHAT YOU DO!! I'LL HELP KRAFT CUSTOMERS REDEEM GROCERY COUPONS RATHER THAN LET YOU HAVE THE SATISFACTION OF PUTTING 700 PEOPLE OUT OF A JOB!!
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How bout everyone after work does this, then we don't get dinged while on the job and when you are sitting there watching TV this can easily be accomplished, can also add the whole, "Oh sh%t" effect when you realize you got a rep and forgot to hang up right away.
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ConvergysSlave said:
sounds fun to me
Glad I am not in the Florida call center!
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FL center.... Isn't that Tamarac?
Because Tamarac certainly does not have the best reputation..... After all they are the only center with ATTWS to have CUP access revoked for ALL Tamarac reps 😳 😳
Eloi_in_the_far_Future said:
Well, I am confident that our center will not be closed, come what may. We have a good reputation, and a large portion of our reps are outstanding. So menh, I don't care what cingular does.
Because Tamarac certainly does not have the best reputation..... After all they are the only center with ATTWS to have CUP access revoked for ALL Tamarac reps 😳 😳
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No, try about 3000 km north-west from Tamarac, and then you have me 🙂
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And I never said best. We are good. If we we're the best...... *shakes head* I'm so sorry Convergys.
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I understand meeting AWIT is sometimes hard and unfair but why harm innocent rep who are trying to do so? In my call center we get incentives and prizes when we meet PAR. So not only is AWIT unfair you would be to if you do this and effect someone else in this way. This is not going to affect Cingular as a whole but each person on their own. Meeting AWIT even though we don't like AWIT and PAR it is important to try as this is going to effect our jobs if it comes down to it.. So instead of risking jobs try and do your better by using the time looking in csp and primus and learning somethings to help your AWID and not wasting it calling into the queue.. Don't you have better things to do in your free time?
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I do, but I don't. My life has been made miserable because of this gay system. I like the idea of making the company suffer even if individual reps suffer too, well so be it.
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Your WHOLE life has been affected by PAR? dude, maybe you should get a hobby.. PAR sucks and this job sucks but thats all it is a JOB.. every job sucks... if we get toys r us as a client are you gonna complain about their quality stats or about customers complaining about pricing issues? Get over the par thing and go do something productive of yourself..
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Maybe not my whole life but is very depressing to see someone walk by with a DVD mini player because they have had nothing but awesome PAR and thus won the draw. While people, like myself, sit here being told to fix my PAR stats or else.
I do have a hobby, painting/assembling miniatures, board games, RPG's, hanging with my friends, attending meetings for these events that get run once a month.
Not every job sucks, just those who initiate these stupid, pointless, statistically driven goals, suck.
Yep, complaints galore from me if they impose stupid, useless, crap like PAR and the call closing system. I complain about customer's and what they call to complain about.
How can I go do something productive, I am stuck at work. Actuall...
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I do have a hobby, painting/assembling miniatures, board games, RPG's, hanging with my friends, attending meetings for these events that get run once a month.
Not every job sucks, just those who initiate these stupid, pointless, statistically driven goals, suck.
Yep, complaints galore from me if they impose stupid, useless, crap like PAR and the call closing system. I complain about customer's and what they call to complain about.
How can I go do something productive, I am stuck at work. Actuall...
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PAR stats do not reflect reality..we need to transfer to give customers good service...I agree with Link...Cingular has no clue. My mantra is to do customer service. I think that is the best stat. 🙄
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I told my MO that my motto is " I know what's best for the customer, even if Cingular or the customer say otherwise."
Needless to say, she was not impressed. Luckily, my stats were numerical gold, so she couldn't say a damn thing 😈
Needless to say, she was not impressed. Luckily, my stats were numerical gold, so she couldn't say a damn thing 😈
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I'm not saying the stats are fair, and that we shouldn't do the best to help our customers. I am saying that calling into the queue to effect someone elses stats is not going to make a major change company wide. We should foward or alter and mail out the letter posted here and voice our objections not waste our time and harm innocent reps.
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Hm. Agreed. Though I think that the plan was mostly to get some kicks and use our knowledge of the system to exact a very precise humor-strike
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Umm.. explain how looking in csp and primus help transfer rates and short calls.
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if you know more information you better assist your customer abd transfer less because even if it isn't necessarly your dept sometimes you can still help and raise the bar. But my point wasn't that it would/could help lower transfer/short calls but that you could use your work time to do more productive things besides calling into the queue.
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Oh.
Well, if I were to do this, I wouldn't be calling in WHILE working. They'd bust me for sure.
Also, I work nights, so even if I wanted to do it during work, it wouldn't be affecting anyone. I'd still be waiting 20-45 mins for a phone call.
Well, if I were to do this, I wouldn't be calling in WHILE working. They'd bust me for sure.
Also, I work nights, so even if I wanted to do it during work, it wouldn't be affecting anyone. I'd still be waiting 20-45 mins for a phone call.
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the only real problem is not the short calls, but the transfers. we need to transfer to do our job properly. i don't know anybody that's having a problem with short calls
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Yea this is true. So, what do you suggest tail? We keep calling in and make the rep transfer us.. wow, that'll show everybody
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PAR is an excellent idea and I'm all for it on the orange side, but Cingular Rep's par requirements and the old AT&T rep's are the same! Sometimes 50% of our calls in blue care NEED to be transferred. Why should blue reps have a 15% cap on transfers when usually if WE DO OUR JOB properly we can have 30-40% transfers. Cingular reps don't have to transfer so much, they have all the tools to handle most calls, I can see the 15% in their case. However, Cingular is making the blue call centers abide by the 15% transfer cap.
Read this post to find out more info on why this is not a good way to do par for blue care: https://www.phonescoop.com/carriers/forum.php ?fm=m&ff=3&fi=272104
If you like getting stickers for meeting par, thats great,...
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Read this post to find out more info on why this is not a good way to do par for blue care: https://www.phonescoop.com/carriers/forum.php ?fm=m&ff=3&fi=272104
If you like getting stickers for meeting par, thats great,...
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PAR is the bastard son of an orkish prince and a toaster oven. I'm reasonably certain that whoever invented it may have been some kind of antisocial misreant in a past life. Like Attila the Hun or Joseph Mengle.
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or a person with the work ethic of paris hilton, the spoiled"i'll never have to do a REAL job in my life" person.
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I am, I keep getting failed because of them and my co-worker too, infact half the team gets them.
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I think I've had one day where I've failed due to short calls. You're going to fail due to them every now and then, that's a fact of life, if you take stats you learn about it. But if you are consistently failing becasue of short calls there is something to look at.
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mine is not so much short calls, failed once or twice for that, but out of 30 par reports, i passed 5 or 6, failed 1-2 times for short calls and 2-3 times for handle time and 20 oor more for transfers alone or transfers and a combo of the above.
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hoever, if i told the customer to "Take off, Eh?" and call back i would have passed par 30/30 times for an excellent 100%,
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should we instead ask to be xferred back to tdma care to discuss our "other"wink wink account?
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That might actually work... then you can short call the blue reps after the transfer!
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i would let the blue reps hold on for 30 seconds so we are LESS affected than we are now, and would lower the handle time , without a short call strike against the rep 😉
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you are the reason people call back your stats suck because you suck. if you have this attitude on the phone you not only need to be fired you need to be put on the rack. 😳 . btw: i work in a call center too. but i actually WORK instead of pissing off customers and getting other reps in trouble. 👿 👿 😈 😈
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so do we, it is a humourous threat to affect others stats and in fact we are venting because those of us focussed on servicing the customer are punished for poor par rankings while reps that say "icannot help yopu call this 1-800# "and hang up get to win fabulous prizes and paid days off 👿
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o.k. i get it. the things that usually get me are aht (because nobody else every took the hour to help them) and transfer (because they say we can only trans so many times yet they say we have to offer to transfer.) thank goodness i'm transfering to tech.
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AAAArrrrrggggghhhhhh!!!! Blue TDMA rep, been on-shift less then an hr and have had a Total of 7 calls with 2 of them being "oh Sorrt wrong #" and hanging up in under 20 sec. If this is from ppl pulling this, Plz make sure calling right dept.
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