AT&T is losing focus. (VENT)
Am I the only noticing this? It seems like AT&T is outsourcing customer service (not to India, I hope) but to other call centers that'll do the job cheaper.
It seems like everyday I get more and more irate customers on my line who complain about being transfered for hours before they get to talk to me. How the *** is this even possible?
Well, today I experienced just that. And let me tell you, it's very frustrating. I got a customer (I couldn't help him because she was an NBI customer) and all she wanted to do was add a line. I was transfered so many times I had to let the customer go and just call the customer back after I found the right dept. It took me 1hr 10mins to find that dept. (customer service just kept transferring me to the w...
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It seems like everyday I get more and more irate customers on my line who complain about being transfered for hours before they get to talk to me. How the *** is this even possible?
Well, today I experienced just that. And let me tell you, it's very frustrating. I got a customer (I couldn't help him because she was an NBI customer) and all she wanted to do was add a line. I was transfered so many times I had to let the customer go and just call the customer back after I found the right dept. It took me 1hr 10mins to find that dept. (customer service just kept transferring me to the w...
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I know someone who got laid off from AT&T after 15 years of working there. So I hear ya. I hope you can find something better soon. Good luck.
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A friend of mine was fired for not meeting stats yesterday. How are you supposed to meet stats, when instead of selling phones, you spend half a day getting calls about DOA refurbs that came out of your dept not working. I get rated on each call that comes in, so when I get a call that turns out to be a customer who wants to exchage a phone because it's DOA, it counts against me, because I have to transfer them to seconday sales...
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I'm just curious, I'm not a wireless employee like you guys are,...what does DOA stand for?
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I've been trying to do an XBM for four days now, every single time has been a wait time of 14 minutes and then if you actually wait you get transfered because your on with care and not warranty. Another 14 minutes. I hope I get ahold of them one day after my warranty is out so I can chew a managers head off and make them override it for their ridiculous hold times.
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Dang! This is not sounding good at all. I now understand why there's always someone new at my local AT&T store.
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Gah. One time i called the waranty dept for a customer. I think the transfered me to India. I have no clue. It was the worst experience ever. They guy could barely speak english, and he kept asking to talk to the customer and the customer did not want to speak to him due to he could not understand him. I kept asking for a supervisor, and he just ignored me the whole time. The dude could barely talk, I actually had to finish his sentences for him. It was ridiculous!I spent 2 hours on the phone with them. I was so heated. I have had plenty of bad experiences with the customer service, being transfered to a million different reps, but the warranty department was the worse.
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Someone said to me that this was going to happen whenever AT&T took over. Of course, at the time I thought he was just talking crap. Now, it's proven that my co-worker who back in the day worked from AT&T Wireless, knew what he was talking about. My friends who are still working for AT&T tell me that it's so difficult to do all the things they ask from them, that a lot of them have quit or gotten fired. Maybe this is why there's long hold times, because most reps are getting fired and AT&T can't keep the new reps due to all the unrealistic expectations. I couldn't believe my friend got 'dinged' for 'not active listening' just for asking the customer to repeat her last name. WTF? Thank you, AT&T for bringing the Cingular I once worked for to...
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at&t is in a sad state right now. all they have going for them is the iphone. nothing else.
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Isn't it sad that not even the Verizon trolls had to make this crap up, it's the employees against the company.
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Hombre07 said:
Isn't it sad that not even the Verizon trolls had to make this crap up, it's the employees against the company.
What's that Grandpa used to say: "With friends like that..."
Working for any extremely large company (especially telecom) is going to have it's ups and downs in every aspect. One quarter you'll be focusing on driving sales, which everyone likes 'cause you get paid well when stuff sells.
Six months later you'll be panicked about customer retention and goals will be to simply keep them happy, even if it means letting them drop off premium features (which you were paid a great commission for adding last month... chargeback time).
Then employees get upset because their paych...
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Ok it is the same company. it wasnt that AT&T took over again, Cingular just did a name change... so you are just thanking Cingular.. for getting worse in the CS department...
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astone said:
Ok it is the same company. it wasnt that AT&T took over again, Cingular just did a name change... so you are just thanking Cingular.. for getting worse in the CS department...
i used to think the same thing, but in fact AT&T has taken over. micromanagement in the worst form. high cost for health care. not working with the union. over priced and arrogant. cutting jobs. reclassifying workers to make less money. yep, it's AT&T.
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thank you. i think they only thing you left not was 'not listening to their reps, and setting them up for failure' i'm pretty sure they're trying to reduce us until the point they have to close our call center. They'll just open another one somewhere else that'll do what we do, all wrong, but cheaper.
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Wow you guys seem really bitter, I feel bad for what AT&T is putting you guys through, luckily the experience is great with them here. I think it is the individual people here however and not the company itself
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astone said:
Wow you guys seem really bitter, I feel bad for what AT&T is putting you guys through, luckily the experience is great with them here. I think it is the individual people here however and not the company itself
i can promise you it isn't just us. i fought tooth and nail for this company and defended it and do the best i can when i'm at work. and what i was talking about isn't necessarily what i am going through but other workers. but sales is getting more difficult in our area because we have the highest prices and the second to worst coverage in the area.
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Here in Vegas health care is so cheap for employees... and our union up north in reno is very great, however you are right as much as the union wants to help it seems at&t has to make things difficult with them. The money one I cant comment on that cuz I have not seen that.
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astone said:
Ok it is the same company. it wasnt that AT&T took over again, Cingular just did a name change... so you are just thanking Cingular.. for getting worse in the CS department...
Actually, about 56% of the company is comprised of legacy AT&T Wireless and AT&T landline employees. Most of which are managers and up. So, it is true that the old company is choking the success of the new comapany due to the old heads generating bad ideas.
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i work indirectly for verizon. i had att 3 years ago and when i called as a customer from my cell it only took about 2 minutes to talk to someone. i had to loose them the reception in my area was horrible (not trash talking, just sayin in my area). small town in fla. when i call vzw cs i talk to someone in about 45-60 seconds once the transfer starts. from the time i dial the # probably about 1.5 minutes. they sometimes have to transfer me again, and this sometimes takes a few mins. but 14 minutes? thats rediculous. then you get introuble when i 20 min activation take 40 because of transfer time. they should make it so your bosses see that its not your fault it took so long
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