New Changes
Okay, I have to rant! and rant! I shall....
Okay, two days ago our center got our Resolutions Desk back. Hooray! I'm glad we got it back, but they didn't do anything with the infrastructure of it.
If you get a customer that is escalating, they have to wait up to 90 minutes for an RSD. If you're a rep, you dial in and all you get is a bloody busy signal! The poor RSDs are unable to decipher what type of calls they're going to get as nothing auto-pops for them, and here's the clincher, they are not going to get premium for all of their hard work! They'll end up getting the same wage just to be $h1t upon by someone that realises that he's in the wrong but is going to fight it anyway. I'm not generalizing about all customer's that escalat...
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Okay, two days ago our center got our Resolutions Desk back. Hooray! I'm glad we got it back, but they didn't do anything with the infrastructure of it.
If you get a customer that is escalating, they have to wait up to 90 minutes for an RSD. If you're a rep, you dial in and all you get is a bloody busy signal! The poor RSDs are unable to decipher what type of calls they're going to get as nothing auto-pops for them, and here's the clincher, they are not going to get premium for all of their hard work! They'll end up getting the same wage just to be $h1t upon by someone that realises that he's in the wrong but is going to fight it anyway. I'm not generalizing about all customer's that escalat...
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i agree 100% the troubling thing is when we even have to offer on call transfer request
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Your RSD doesn't get paid more?
... Are you Convergys? I'm West Teleservices and we get $1 more. Seems odd. Also seems like the RSD setup could stand a little getting it together, or at LEAST a couple more employees 🙄
... Are you Convergys? I'm West Teleservices and we get $1 more. Seems odd. Also seems like the RSD setup could stand a little getting it together, or at LEAST a couple more employees 🙄
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That's what I've been told by our RSD people, who are Awesome!!!! Though I've been told they're going to try to fight for their premium!
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When I left AWS last year, the Res Q people did not get any extra pay and it was an AWS owned call center here in Texas. Back when they had lead reps (99 - 00), they did not get any extra either.
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Before they dissolved the Res Q in our center they were making 50 cents over the regular wage. So nothing too spectacular, but for a few of them that extra two bits was the world to them. During that time a few have moved on to better paying jobs doing exactly the same thing they were doing prior to the dissolving of the Res Q, and making up to $10 more doing that.
I don't know what you made at your center, and that may be what makes the entire difference in this situation.
I don't know what you made at your center, and that may be what makes the entire difference in this situation.
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its company policy that i cant give that info out but i can tell you its alot more then what i make
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Wow. Must be nice. Before they changed things and went back our res was only making .50 more here at convergys. Dunnot if that's changed when they went back to haveing the res or not. Anyone ask what a AWS CSR makes? I'm told it's much more than us convergys guys.
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I would like to know.....but then what I make at Convergys overshines what I made at my last job doing MANAGEMENT for an AV store.
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Bigdaddy, I agree with you wholeheartedly! I don't know what centre you are in, but it's made quite a few of the good representatives unhappy.
A girlfriend of mine who is a DAMN GOOD rep is coming back from vacation tomorrow and starting work on Monday, and the poor girl is going to get the surprise of her life.
I honestly feel that this offering of PCRs or PCOs or whatever they're called on EVERY call is going to increase the # of cancellations per representative.
Last I heard ATTWS had to fill a quota in order for the merger to go through....this may only be hearsay, but you can never know......even if it was there would be better ways to "grow the customers".
A girlfriend of mine who is a DAMN GOOD rep is coming back from vacation tomorrow and starting work on Monday, and the poor girl is going to get the surprise of her life.
I honestly feel that this offering of PCRs or PCOs or whatever they're called on EVERY call is going to increase the # of cancellations per representative.
Last I heard ATTWS had to fill a quota in order for the merger to go through....this may only be hearsay, but you can never know......even if it was there would be better ways to "grow the customers".
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We've been offering PCOs on every call for about 3 months now in our call center (OKC) and I am a Level II HVC rep. I have not seen my cancels go up.
But, I can't say that I've seen my contracts go up either.
I personally have had no problem adjusting to offering on every call. It's pretty easy to do if you're working with a TDMA customer because all of the information you need is right there in front of you (contract end date, rate plan info, promos, etc). But with Sybil (Siebel) it's an entirely different story. I very rarely get a GSM call (and I'm dual skilled), but when I do, the PCO is much more difficult because I have to "dig" for the information.
Just work the PCO into your conversation and that's it.
Good luck t...
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But, I can't say that I've seen my contracts go up either.
I personally have had no problem adjusting to offering on every call. It's pretty easy to do if you're working with a TDMA customer because all of the information you need is right there in front of you (contract end date, rate plan info, promos, etc). But with Sybil (Siebel) it's an entirely different story. I very rarely get a GSM call (and I'm dual skilled), but when I do, the PCO is much more difficult because I have to "dig" for the information.
Just work the PCO into your conversation and that's it.
Good luck t...
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Level II's are the only ones in our call center taking PCO calls, and the GSM queue for me is like second or third down the line, which explains why I don't get that many.
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I have to agree on the res thing.
I've had it with the busy signal.
hold times used to be like 5 minutes at most.
now it's redailing for 30 minutes and then you get trough. maybe.
and pco's.
gah, i'm not sales.
i hate my job because of these.
they're not all hard to do, but seriously that shouldn't be the main focus of "customer care"
it's even job threatning now.. it's stupid.
I've had it with the busy signal.
hold times used to be like 5 minutes at most.
now it's redailing for 30 minutes and then you get trough. maybe.
and pco's.
gah, i'm not sales.
i hate my job because of these.
they're not all hard to do, but seriously that shouldn't be the main focus of "customer care"
it's even job threatning now.. it's stupid.
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same here we need to be pushing pcr,s and i aint no sales ... and another thing too is that the customer get upset when you offer him a contract on every single call 😕
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yeah, some even laughing at the thought of another contract with at&t, just due to some of the experiences they had.
but some customers do accually need a reminder or some knowledge on what is available to them.
but thats about 10% of the customers who call in and aren't in a hurry to get off the phone after they find out we can't take payments anymore.
but some customers do accually need a reminder or some knowledge on what is available to them.
but thats about 10% of the customers who call in and aren't in a hurry to get off the phone after they find out we can't take payments anymore.
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Of course they do, most customers just want to get their problems taken care of. They don't have time to deal with what petty peace offerings we can make.
Though it's nice to know about what deals are avaliable....
Though it's nice to know about what deals are avaliable....
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i think we all should do what is best for the customer if that means have him or her on a digital advantage plan that has ran out of contract since 2002 then fine we shouldn't be forced to do PCRs but very since LNP came through it has made the competition more competive and if you don't agree to do it i suggest you find another job we all signed a paper before we started to work that things can change at any time so either live with it or find another job
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