The New San Antonio Call Center
I am a employee at the new call center in San Antonio Texas...We work for WEST and cingular is the client we are representing. My question is for other Sales Reps. or anyone who might know the facts....
We recieve several calls a day, from customers trying to do sertan things, that were told by our managers we are not suppose to handle and therefore we transfer them to customer service. Many of those customers get upset and tell me that customer service just transferred them to us. A few of these perticular procedures include upgrading phones and changing rate plans. My question to you is WHAT DO WE DO WITH THOSE CALLS... Are we suppose to be upgrading? But maybe our managers dont know we are, so they tell us not to, or something along those lines...
The only reason I'm concerned is because I know were a large company and were getting extreamly bigger very soon and it only seems to me, that right now our customers are VERY important more so then ever...So We should make things as easy as possible...And having them transferd to us only to be transfered back seems pointless and bad CS.
One other question I have is that if we are not suppose to be taking care of this issue then what # do we give them...we are told to give them the 1800-331-0500 # and basicaly all that does is get them to a menu again...
Thank you for your help anyone who might have answers
West Sales Rep 🙂
We recieve several calls a day, from customers trying to do sertan things, that were told by our managers we are not suppose to handle and therefore we transfer them to customer service. Many of those customers get upset and tell me that customer service just transferred them to us. A few of these perticular procedures include upgrading phones and changing rate plans. My question to you is WHAT DO WE DO WITH THOSE CALLS... Are we suppose to be upgrading? But maybe our managers dont know we are, so they tell us not to, or something along those lines...
The only reason I'm concerned is because I know were a large company and were getting extreamly bigger very soon and it only seems to me, that right now our customers are VERY important more so then ever...So We should make things as easy as possible...And having them transferd to us only to be transfered back seems pointless and bad CS.
One other question I have is that if we are not suppose to be taking care of this issue then what # do we give them...we are told to give them the 1800-331-0500 # and basicaly all that does is get them to a menu again...
Thank you for your help anyone who might have answers
West Sales Rep 🙂
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(1) there are plenty of cingular employees always looking at this site asking and answering question, so ask away 😁
(2) As far as I know usless you work for our customer care the 800 number you are getting is correct. have the customer enter the phone number and there billing zip and then press 0 to get to a operator 😎
Any other questions?
(2) As far as I know usless you work for our customer care the 800 number you are getting is correct. have the customer enter the phone number and there billing zip and then press 0 to get to a operator 😎
Any other questions?
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First question) What in the world does your call center do anyways?
Second) I have no clue why CSR's would transfer these calls to you... Unless the customer's are lying that they came from customer service (Surprise!)
Third) that 800 # you have is correct... stick w/ the procedure set into place by YOUR call center... If anyone tells you anything outside of YOUR call center procedures... disregard it...
Customer Service handles:
Billing Inquiries/Payments, RP Changes, Activations, Upgrades (Sometimes ;P), Pre Paid, Questions/Comments, Tier 1 Tech issues, Account Inquiries/Changes... Basically anything can be taken care of through Cingular Customer Service... and if not Cingular employees have #'s to be able to transf to the rig...
(continues)
Second) I have no clue why CSR's would transfer these calls to you... Unless the customer's are lying that they came from customer service (Surprise!)
Third) that 800 # you have is correct... stick w/ the procedure set into place by YOUR call center... If anyone tells you anything outside of YOUR call center procedures... disregard it...
Customer Service handles:
Billing Inquiries/Payments, RP Changes, Activations, Upgrades (Sometimes ;P), Pre Paid, Questions/Comments, Tier 1 Tech issues, Account Inquiries/Changes... Basically anything can be taken care of through Cingular Customer Service... and if not Cingular employees have #'s to be able to transf to the rig...
(continues)
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Yes, Cingular has is using west to help with taking cs calls. i know of 2 call centers Tx and Ala. they should handle all customer service issues.
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I was asking what they do bcz if they don't change rp's or Upg then what are they even for? Not denying that they exist...
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The WEST call center I am in only does Cingular SALES and were told that the only thing we are supose to do is set up new lines... the only time we are supose to do anything else is if there setting up a new line but if they are not setting up new lines we transfer them to CS
🙂
Thanks for your help
But What I would really like to know is if were supose to be doing upgrades all the time even if they dont set up a new line?
🙂
Thanks for your help
But What I would really like to know is if were supose to be doing upgrades all the time even if they dont set up a new line?
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