OK heres the plan
So Ive thought and thought and thought about it...how do I get my transfers down? I mean how dare I help with 1 call rez by transfering someone to the correct dept. So I think today what Im going to do is...tell the cus that I'm going to transfer them..then ooooops I accidently hit the drop button instead of hold
what do yall think?
A zero transfer rate today for me 🙂
what do yall think?
A zero transfer rate today for me 🙂
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sonds like an excellent plan until they look into you becuase you have a zero transfer rate.
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thats a good question, what does quality hit you on? are you allowed to do another dept's job if you know how to? or do you HAVE to have the correct dept do the job because they may have add'l p&p they need to discuss with the customer. ie. BEUC doing orders that NBO should be doing?
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well in my center we HAVE to have a trans rate less that 10% and if its a buss acount or a cingular acount or a tdma acount or if they need WEX or lockline...see I'll cantact RM after a payments been made to have acounts reinstated and I only trans if I have to but I've yet to hit less than 10%. I try god knows I try but if they belong in another dept then thats where they need to go....so I transfer them..I belive in 1 call rez even if the Quality dept doesnt
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cingular just doesn't care. they don't want vendor sites, so they're going to set us up to fail. it sucks but that's what it is
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yeah , once they drop vendor sites i am calling dept of homeland security and saying CINGULAR is a swahili translation of JIHAD TO AMERICAN INFIDELS!!!OIL IS OURS ALONE!!!
lets see how long cingular remains a viable company, especially now that nextel sponsors NASCAR and its oil burning entertainment 😳 🤣
lets see how long cingular remains a viable company, especially now that nextel sponsors NASCAR and its oil burning entertainment 😳 🤣
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Okay, I don't know if this applies in your case, but we had a similar problem with transfers and the client kicking up a fuss--turns out the problem was just with using the actual transfer button on the phone instead of the conference button (cold vs. warm transfer) and once we all started using only the conference button to transfer the problem was solved, client happy, all good. As far as they were concerned there were no cold transfers, since that button wasn't used, never mind that the conference button can be used just as easily for a cold transfer... 🙄
Got to keep the customer satisfied! 😛
Got to keep the customer satisfied! 😛
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it's just transfers in general with cingular. warm or cold they don't care
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Every time you touch the "Conf" button it's counted as a transfer. They aren't even sure on how to handle this one but I know our Ops etc. are working on this and trying to figure something out. For Blue care we HAVE to transfer alot of calls because of the way we were set up and now we aren't even focused on good customer service, we are focused on PAR. Personally, I don't worry about PAR if they want to fire me for doing my job go ahead. I will get my customer to the right department if I can't help them and if they don't like it then oh well. Customer service will go down the drain if this nonsense continues, it already has.
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The ONLY way for us Blue TDMA Centres to pass PAR is to NOT offer to transfer and just give them the 800 number to call them at their own (extremely ironic) convenience. If the customer still insists you transfer them you pretty much LIE to the customer saying there is a long hold time for that department and they'd be better off calling them at another time.
So to review, in order to do your job effectively now according to Cingular is to NOT do your job!
So to review, in order to do your job effectively now according to Cingular is to NOT do your job!
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I tell my customers that there was a 3-5 minute hold time earlier and it may be quicker if they go thru themsleves. It works 9 time out of 10
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