PAR training?
Anybody else have a problem with this new Cingular training?? Like, we cant transfer calls anymore, we have to use Mute instead of hold, and our AHT is more important than Quality? No warm transfers? I dont know about you, but I think that this is horrible. The last few things that helped me realyl assist the customer are being taken away and undervalued. Having short calls and making Cingular more money is now more important than HELPING the customer. And where, may i ask, is my raise in all of this? All the "extra money" Cingular will be making? Apparently I'm supposed to look on this with a business perspective (says my TL). I feel like marching into the directors office and telling him to stand up for himself instead of being Cingular's ...
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thats the true nature of call centers, managing to the numbers is more important than customer care and resolving issues. every last call center i have worked in the last 10 years is that way, especially outsourced call centers.
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I guess I was just used to AT&T. i know everybody hated their Customer care, apparently, but I had way more freedom and the whole atmosphere was a lot less stressful; at least for me.
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Yes I understand that frustration I average 110% quality but they keep getting on me about AHT. At cingular I noticed in the last year there was a shift it went from who cares just give them a credit. No one was getting fired over stats either that changed overnight people starting getting written up over stats. People starting getting fired over bill adjustments which never happened before.
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