techie tracker (a must read for csrs)
😈 if you transfer an unnessasary call to tech we have a tracker will fill out and send to your manager and area manager. a guarenteed way to get a tracker (and coaching) transfer the customer on the phone. 😈
me: 🙄 😎
you: 🤠😢
me: 🙄 😎
you: 🤠😢
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That's good to know...but I never call tech so im not too concerned about it.
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oh, i had a csr send a cust through (warm) and told me they had done all sorts of trouble shooting. the cust couldn't txt or use the internet. i take the call. THE CUST WAS ON THE CELL PHONE!!! i called him on a different call had him powercycle (he'd had the phone since january never turned it off, had to tell him how) and miricals of miricals, IT WORKED. i didn't touch any thing on the acct except to note and the rest of the call (and a 2mins after it ended) i spent on the tracker. i pity the rep...because of his stupidity, not because of the coaching he'll hopefully get. 😈
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WTF was he doing transferring a call like that? The easiest troubleshooting step that exists and fixes most problems is to power cycle the phone.
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i know. probably 75% of the calls that come through to us could have been handled if the csr would have taken the time. also don't know if you know, but there's a link in csp called device tutorials. screen shots FROM THE PHONE ITSELF. it's just like having the thing in your hand. no more "well on most phones that setting is here but on some it's over there." techies best friend.
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Yeah I know about it. Still doesnt help in all situations but I do know about it. If that doesn't work I use an old ATTWS tool...I love that thing!!!! (CCNET)
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most reps don't know so i thought i'd share. also dashboard is better than e.n.d. (more up to the minute accurate.)
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when you first pull up the internet and it comes up with the mycingular page. it's the link all the way on the bottom. cingular network availability dashboard. it takes a bit of getting used to because it's not small like e.n.d. but you'll know what's happening where. also csp urgent messages.
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I agree... I do keep end up just in case, but dashboard is awesome... what call center you at?
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I would love to get a tech on the phone that knows what the heck they are talking about and arent reading some stupid canned answers.
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Would explain why almost every tech has asked me if I've done a manual reprogram of phone as well as had cust powercycle phone. And all this time I've been thinkin' "Done that, why do you think I'm calling you"
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really i love that, sometimes i say the questions that they are about to ask me
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who needs tech anyway half of them dont know what they are doing
give us the systems they have and we can do the same thing
give us the systems they have and we can do the same thing
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Like a call I had several weeks back, cust calling back after after driving 10+ miles, still not able to use phone. Ok, so I go check the notes -< cust has had phone over a year, never registered on network, techie had gone through every troubleshooting step coud do and even put in notes that had asked cust to drive 10 miles just to confirm that the phone was shot >- After reading all this, thought great, will have to tell cust that her phone is shot and she'll want 1yr+ MSC credited back. But still have to troubleshoot, do a manual reprogram, have cust read back ESN, VOILA! Totally wrong ESN number on account *shakes head*
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we have systems that if you click one wrong button (like csrs do) you could literally screw up thousands of phones. and not just cingular phones either. you could get arrested. 😳
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Thanks for the info. I dont really use Tier 2 myself, I usually find the answer while on hold waiting for a rep (its ironic, I can never find the answer until after i've already called tech).
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I wonder if Cingular has as a high a percentage as VZW does of 'tech's that are hung up on as soon as the CSR recognizes their name?
I had a cst that had an issue with intercarrier txt that was clearly because one of the carriers involved was routing based on mtn range and didn't have an exception for the cst's ported number. After it became obvious that trying to get them to check for the issue was clearly beyond either their network access or their training I gave up on trying to educate them - hung up and gave the cst a workaround.
I suspect many of the techs have no real technical background - they're just reps who have retired in place.
When I did isdn support and had to work with real switch tech (the guys who provision the s...
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I had a cst that had an issue with intercarrier txt that was clearly because one of the carriers involved was routing based on mtn range and didn't have an exception for the cst's ported number. After it became obvious that trying to get them to check for the issue was clearly beyond either their network access or their training I gave up on trying to educate them - hung up and gave the cst a workaround.
I suspect many of the techs have no real technical background - they're just reps who have retired in place.
When I did isdn support and had to work with real switch tech (the guys who provision the s...
(continues)
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zombywoof said:
I suspect many of the techs have no real technical background - they're just reps who have retired in place.
Out of every call center I've worked at, tech support are not necessarily all techs. In fact, most have not been. And this includes me...I've been in tech support with 2 companies, and I am NOT technically minded at all. I'm given the tools and training I need to do the job, and if I can't fix it, it goes up to someone else, usually REAL engineers. BUT, I wouldn't call myself a technical incompetent. As long as the customer is asking something within my range of support, they receive proper info. Now, that's not to say that everyone working tech is not technically minded, b...
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dont forget the device tutorials can also be accessed from your customers computer if they have internet access just give them the website that you see nothing special there.
also noone has mentioned the CSP search for t3 troubleshooting guides. those things were my bible before device tutorial came out.
and as far as the training issue log for techs, just like you guys get abused with getting transferred calls from reps who could have handled the issue us reps get abused with those training issue forms.
I had one sent to my manager a month ago. when she was coaching me on it she was like, i cant beleive you got a training issue i wonder what it was for? (i am the technically minded person on the team) we looked it up, it was a ...
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also noone has mentioned the CSP search for t3 troubleshooting guides. those things were my bible before device tutorial came out.
and as far as the training issue log for techs, just like you guys get abused with getting transferred calls from reps who could have handled the issue us reps get abused with those training issue forms.
I had one sent to my manager a month ago. when she was coaching me on it she was like, i cant beleive you got a training issue i wonder what it was for? (i am the technically minded person on the team) we looked it up, it was a ...
(continues)
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