To all org. reps
THIS IS BLUE. PLEASE STOP COLD TRANS. CUST. TO US. YOU ARE MAKING US LOOK LIKE A**HOLES AND WE DON'T KNOW IF AND WHEN THE CUST. COMES ON THE LINE. STOP BEING SO LAZY AND TAKE THE 6 SECONDS TO INTRODUCE US.
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stop tell me what to do. if you guys did ur job right i wouldn't be upset enough to yell through typing.
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um...I hate to tell you this but not all orange reps cold transfer to you guys. Im an orange rep and I do my job damn well thank you very much!
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Dude, chill out. Not all orange reps are used to blue policies. Orange reps are trained to cold transfer, blue reps are trained to warm transfer. I was originally blue, now orange, so I understand both sides. I personally know to cold transfer to orange departments, and warm transfer when I call blue. Not every orange rep is going to know to do that, because as I said thats how they/we are trained. If you want to complain and be angry then do so, but do it towards the company and not the reps. Blue and Orange are very different worlds, and until you get called over to the other side you can never understand what the other side goes through.
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Whoa there Capt. Generalization! You act like everyone here's in Orange Cust. Care. I'm a frickin agent sales rep. and therefore have nothing do do with your whole anger at the world bit. Not all CS reps are the same, and from my experience I would much rather speak to an Orange rep than a Blue anyday. While we're generalizing all blue reps are idiots who don't know their butts from wholes in the ground.
(not really, just makin a point here 😁 )
(not really, just makin a point here 😁 )
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So when you guys get a call that has been transferred, it doesn't beep or anything... That's weird...
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What he's refering to is when a rep calls another department, tells you what's going on with the customer, says ok, I'm gonna bring the customer over to you now, places you hold for a second, and when the line comes back, it is just the customer on the line, and I do have to agree with our angry poster, it is incredibly rude, if you are going to take the effort to call me on the customer's behalf anyway, not to go ahead and introduce the customer, and THEN drop the line.
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Ok. I work help desk/escalations, I'm use to that happening... every other call...
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i dont care if u dont "have to", it's still rude and makes us look unprofessional. We dont know if the cust is on the line or not we have to guess. and it is most org reps who do this so dont give me BS that all you guys are angels because only 1 rep has ever warm trans. to me in thepast 6 months. get a clue guys, it's common sence. would u want to be cold transf. if u were the cust?
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First off, don't come on here yelling at all of us, im tired of people doing this. You put us all in the same categories..guess what I WAS BLUE, I WAS TRAINED JUST LIKE YOU, WE WERE TOLD TO KEEP THAT TRAINING AND DON'T LET IT GO!!!!!!!!!!!! so do NOT come on here and downgrade all of us because you have bad experiences with some. Im tired of this BS. You probably get calls from centers that have always been orange, but again, like was posted earlier....THAT'S WHAT THEY WERE TRAINED TO DO!!!
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Im sorry. People on here know it takes a lot for me to go off, but im sick of the bashing from side to side. Nobody wants to take into consideration our different training. As ATTWS we were trained customer is always right, they knew what they wanted and they got it. If they whined because we cold transferred, they changed the policy. Cingular is different and everyone needs to realize the difference in the companys will cause problems for some time, but need to try to be patient and understand it
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I cold transfer, all the time. I don't even introduce myself. Transfer, boom, I'm gone 😈
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thats what is suppose to be call then tran thats it. we dont have to wait on anyone. i dont know if you have a thing called STATS but i like to keep my hold time down a little.
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ummm yeah have u heard of a think called quality? If we cold transf. we get 0 on quality for that call. U guys are missing my point anyways. My point is not the terrible training both sides get, it's that it's rude. It has nothing to do with training. Im starting to cold terans. today to get my "stats" down too since none of us care about the cust. anymore i guess.
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Um...its inappropriate call management if we do the wrong type of transfer for a specific department. Therefore those of us who DO warm transfer to Blue, risk getting that on our Call Quality, its not rude, the customer has an issue, we tell the customer we are going to transfer them (and no i DON'T mean to blue, at least where I and my call center are concerned) they say no we tell them ok we will transfer you into the queue.
By the way, against Call Quality I am currently sitting on hold with another department with a hold time of possibly over 10 mins, which is definately going to mess up my stats, but I CARE about my customers and know he is upset and frustrated and am taking the time to help him, so again DO NOT put us all in the sa...
(continues)
By the way, against Call Quality I am currently sitting on hold with another department with a hold time of possibly over 10 mins, which is definately going to mess up my stats, but I CARE about my customers and know he is upset and frustrated and am taking the time to help him, so again DO NOT put us all in the sa...
(continues)
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UPDATE: 15 mins into the hold I let the customer off the line and got a call back number. Advised him that when the department finally picks up I will call him back and make sure he is taken care of appropriately this time. And apologized for the inconvience.
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UPDATE: 21 mins on hold, now half hour into my lunch. XBM tells me they can't help the customer. I call him back and advise him of the steps he needs to take before he tries to go to XBM again. I.E. troubleshooting steps Customer was happy!!!
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And that's because you're a DAMN fine rep!!! It's rare that I come into contact with really good reps that actually are willing to take care of the customers like that. But for some reason there seems to be no shortage of those who will quickly call and yell at the agent store that told their precious customer "no".
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You're VERY welcome Shay!
And on an even happier note than my previous post: It's 6:00 and we're closed!!! I'm takin my happy ass down to Raleigh til Monday.
Thanks for helpin me get thru this extraordinarily long day!
😁
And on an even happier note than my previous post: It's 6:00 and we're closed!!! I'm takin my happy ass down to Raleigh til Monday.
Thanks for helpin me get thru this extraordinarily long day!
😁
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