You're lucky then. We're NOT allowed to take payment of anykind. We have to direct them to IVR, or OCS or IPP. Customers complain about it all the time, I'm surprised that they haven't escalated over it yet.

At least you guys can take payments. More contract renewal options for you guys 🙂

very true...hehehe

This new payment method is complete bull. I still take payments. Quality be damned. If a call comes through me and they want a payment. They already have me, why I am going to waste 3 minutes of my time to explain to them why I can't take their payment? I'll take it then educate.

EZ 4 U 2 SAY, you wont be here in 1 week 😢

Yeah, well that may be true. However, even before I decided to leave I had told my sup that if a customer happens to come to me and want to make a payment I am going to accept it regardless, but I will let the customer know of their options for next time.

No offense or anything, but what exactly is the rationale here? Call times? Who cares, since it's been pointed out that you can spend more time ARGUING about WHY you can't take the payment than it can possibly take just to process the payment in the first place! Not to mention people who for whatever reason can't manage IVR's (too many to count! 🙄 ) or what about cancelled customers the IVR doesn't recognize? Dumb, I say, and totally counterproductive to efficient customer service... 🙄

I agree completely! It's just another act of stupidity that they have instituted to aggravate more customer care representatives, and cause them to lose customers who truly appreciate speaking to a human-being.

I have no problem with getting a quality ding if I fail to mention that we have other payment options, but I'd be totally ticked off if the choice were my good quality score or customer satisfaction, especially since disgruntled customers practically insure a less than stellar quality opportunity... 😛 You guys must be going quietly nuts with this stuff!

We most definetly are, along with all the other rules and regulations that they have instituted.

Though, we complained loud enough and long enough about not getting rewards for our migration offers, I can't see why that if we complain loud and long they'll reinstitute the Customer Care payment option!

You know, it's a sad thing when the "peasants" in the trenches know way better than the suits how best to serve the customer, not to mention caring a heck of a lot more! 🤣

i agree i would love to take payments but quality dings you for it ,... but what can i do they sign my pay check 🤣

Slave Drivers 😢

That may be the case, but most customers do appreciate the human touch, you may be an exception to the rule, but I do not appreciate my service being entirely ruled by the whims of a computer.

Computers aren't foolproof.....they do make more mistakes than a human being, but at least you're talking to someone that does not respond in binary code.