To Customer Care reps or any other reps about systems
I just have a question about systems.
I am in the DMDR/SSG sales support group for customers that ordered their phones less than 30 days...Anyhow...the question...
I have every system under the sun for AT&T (because we used to be the DMDR/SSG for AT&T) and Cingular...it seems anyhow...
Here are all the systems I have access and log into everyday, starting with the oldest (to my knowledge) to the newest:
AXYS (at&t DIGITAL)
Vision (at&t & cingular)
Siebel or Odyssey (at&t GSM)
Telepos I (cingular)
Care (cingular)
Telepos II (cingular)
Telegence (cingular)
Compass (cingular)
Otiva (cingular)
Why is it that I can see any account from anywhere around the country...in blue or orange...digital or gsm...care or telegence...tele...
(continues)
I am in the DMDR/SSG sales support group for customers that ordered their phones less than 30 days...Anyhow...the question...
I have every system under the sun for AT&T (because we used to be the DMDR/SSG for AT&T) and Cingular...it seems anyhow...
Here are all the systems I have access and log into everyday, starting with the oldest (to my knowledge) to the newest:
AXYS (at&t DIGITAL)
Vision (at&t & cingular)
Siebel or Odyssey (at&t GSM)
Telepos I (cingular)
Care (cingular)
Telepos II (cingular)
Telegence (cingular)
Compass (cingular)
Otiva (cingular)
Why is it that I can see any account from anywhere around the country...in blue or orange...digital or gsm...care or telegence...tele...
(continues)
...
Yes, I wish SO MUCH that I had more systems. Axys for my job (TDMA Care), but siebel, care, and telegence would be nice.....
...
It's funny because we are so limited to the customers we can help...
The only customers that we can help are customers that ordered through DMDR...not CSC or CLM or CRM or STORES or INTERNET or PEOPLE THAT GET SOLICITED...
But our department seems to have the most systems out of any of them...yet we can help the least amount of people...
The only customers that we can help are customers that ordered through DMDR...not CSC or CLM or CRM or STORES or INTERNET or PEOPLE THAT GET SOLICITED...
But our department seems to have the most systems out of any of them...yet we can help the least amount of people...
...
Did you look around the center when you came in this morning?
Most of the people here can barely handle Axys, we don't want to strain them and give them more systems to try and navigate. 😉
Most of the people here can barely handle Axys, we don't want to strain them and give them more systems to try and navigate. 😉
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Maybe its like that in Red Deer 🙂
My TL just gave me the Center rankings for the Wave ranks..... Red Deer is pretty far down the list....
At least Edmonton is the #2 Convergys site 🤣 🤣
My TL just gave me the Center rankings for the Wave ranks..... Red Deer is pretty far down the list....
At least Edmonton is the #2 Convergys site 🤣 🤣
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Hey now. I'm allowed to cut my center down, I work here.
You, on the other hand... 😈
😉
You, on the other hand... 😈
😉
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Im a CSE rep on orange, and all I have access to is Care and Telegence, and on telegence they didnt even train us, they said here's your ID, figure it out, i would love access to compass or anything on the blue side
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Compass is on the orange side...it is a cool system that shows you orders and where the customers original point of sale is...I wish they would just give all reps all systems...
one system I don't have is "Clarify"...I have often wondered what the heck Clarify is
one system I don't have is "Clarify"...I have often wondered what the heck Clarify is
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All clarify is is a glorified note taking system, all you use it to do is note when customers call in and why, and what you did to help them, and it breaks constantly, i personally hate it...
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it is a waste of time. basically. technically. just like me saying basically AND technically instead of just one or the other. understand? get it?
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yeah! i've erked someone today! i now qualify to be a cingular customer!! my life is basically, technically complete!! i can die happy!
JUST KIDDING! JUST KIDDING! JUST KIDDING!!
JUST KIDDING! JUST KIDDING! JUST KIDDING!!
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I'm an SSG rep too, and I have to say that we have access to more systems than some Customer Care reps. Although they have access to Snooper, which would be great!
I get so many misdirected calls every day because Customer Care reps don't actually listen to what the customer is asking/saying. As soon as one of them hears "I ordered over the phone" they transfer to SSG.
I have a list of Compass loaction Id's that I look through to make sure that they get to the correct loaction/dept. Along with this, Customer Care seems to think that SSG and Telesales are the same thing. If a customer has already set up a line of service and it's within it's 30 days sure, come over to SSG we'll help you the best we can. If you want to start new service...
(continues)
I get so many misdirected calls every day because Customer Care reps don't actually listen to what the customer is asking/saying. As soon as one of them hears "I ordered over the phone" they transfer to SSG.
I have a list of Compass loaction Id's that I look through to make sure that they get to the correct loaction/dept. Along with this, Customer Care seems to think that SSG and Telesales are the same thing. If a customer has already set up a line of service and it's within it's 30 days sure, come over to SSG we'll help you the best we can. If you want to start new service...
(continues)
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Yeah I know how old it is. I thought that I would reply to it anyway. Why must you lurk?! Mind you with this thread, the info/commentaries are still in effect. The same crap still goes on now, 2 years later.
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i know this thing is like 2 years old but still im in telesales and i get more customer care calls on tracking an order than i do customers asking where their phones are!!
if they've had this problem for so long why hasnt anything been done to change it
if they've had this problem for so long why hasnt anything been done to change it
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Hi Friends,
I am new to this AT&T client.
Can any one help me out about the Telepos and Vision.What exactly we do in these kind of areas.
I am new to this AT&T client.
Can any one help me out about the Telepos and Vision.What exactly we do in these kind of areas.
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