Blue customer service reps....
I just wanted to ask you, please ppppplllleeeassse don't transfer customers or call us (the web match migrations dept.) if the customer can't or doesn't want to migrate. Please don't call us if you just have a question about something stupid (although I trust everyone here would never do that). And if you are going to transfer this person, please...please just ask what phone they are looking at and what rate plan. And please just mention the activation fee. We get paid based on conversation rate (# sales/# calls) and this has become a huge problem. It has gotten to the point where we are now taking down all the rep who calls us information (name, call center # you dialed) so we can address the way calls are routed to us.
Thank you so much...
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Thank you so much...
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those types of calls happen between all the departments. until the higher ups make it a priority to get the information out on who can do what and in what situations and how to get ahold of them and team managers make a point to find out the appropriate information instead of just telling their reps to call so and so department when they dont know it's just going to continue to go on until their is one customer database. I get quite a few calls in telesales from care reps who are trying to migrate a customer and are having problems and according to their manager 'tele sales' are the ones that can help them. wrong, we are paid on commission also and fired if we dont hit conversion a couple of times in a row. and then there are the indirect de...
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I know that it's a problem that really isn't going to stop anytime soon. But today I had some crazy calls from care that just do even make sense to call me about. I have very limited access to the systems outside migration, and I got a call today from a care agent that had a cus with a cancelled account and it had a werid note and she was wondering if I knew what it meant. I had no idea. I try not to transfer customers to the add-a-line department unless I know that customer is going to actually add a new line. Otherwise I tell them to wait and know before they call.
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it can be difficult to know what dept you'll get when calling cingular, often you think your calling one dept and get a completely different and then the rep you get acts like they have no idea that it happens all the time and gives you a different # and you go through the same thing over and over and over and over. i agree there needs to be a call handling list that is universal for blue & orange and MAYBE there will not be so much waisted time. however i can understand all of your issues w/ blue care calling and not having all the neccesary info.
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Three Words... BLUE TIGER TEAM. My sup and I tried one day to get thru to them. We opened SEVENTEEN lines and released 16 of them. Someone needs to give their heads a good shake and wake up to the issues that we experience everyday on the floor.
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I understand what you all are going through. I get crazy calls from reps from differnt depts that I really can't help. But to be honest it probally isn't really there fault. The company needs better resoursces for us and get the call routing correct. I am not the migrations dept- don't have acess to migrations tool but I get calls eveyday for them. I did try the number that was given for them for migrations it does route to my dept.
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shscaptain1234 said:...
I just wanted to ask you, please ppppplllleeeassse don't transfer customers or call us (the web match migrations dept.) if the customer can't or doesn't want to migrate. Please don't call us if you just have a question about something stupid (although I trust everyone here would never do that). And if you are going to transfer this person, please...please just ask what phone they are looking at and what rate plan. And please just mention the activation fee. We get paid based on conversation rate (# sales/# calls) and this has become a huge problem. It has gotten to the point where we are now taking down all the rep who calls us information (name, call center # you dialed) so we can address the way cal
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