So much for consistancy
I'm in a call center for the pre-merger ( ATTWS)customers. It's general care, so we get calls from every other department. I could not believe the conversation I had with a rep from the post-merger Cingular 'orange' side. She was trying to help a customer upgrade his service, but keep his existing phone. The customer was a TDMA customer, and when I inquired about the phone, I was told it was a Nokia 2260. I tried to explain to the rep that phone could not possibly be used to upgrade. 1, it's a different technology ( TDMA, not GSM) , and 2, was created to work with ATTWS network, not Cingular's. The rep said that was fine, she just needed to add on a GAIT feature.
Anyone see something wrong with this?
GAIT is a separate type of p...
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Anyone see something wrong with this?
GAIT is a separate type of p...
(continues)
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That sounds about right. We have reps who don't know how to turn on a cellphone and we are general customer care as well for blue and orange.
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Consistency is one thing... I mean, if what that rep was saying was fundamentally true, that would be at least fairly acceptable. But it's so far from the truth, it's pathetic.
The leadership at Cingular talks about their goals and meeting them, but I really get the impression they don't care enough to see what is really going on, or not going on. Will they ever stop talking about their imperatives long enough to listen for a bit? It's also really quite ridiculous to make corporate goals and not give your people the tools, training and will to make them reality.
The leadership at Cingular talks about their goals and meeting them, but I really get the impression they don't care enough to see what is really going on, or not going on. Will they ever stop talking about their imperatives long enough to listen for a bit? It's also really quite ridiculous to make corporate goals and not give your people the tools, training and will to make them reality.
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Tools?
Training?
How is it that the call center does fine here with the same tools?
Basic network and technology understanding has nothing to do with training. If someone doesn't get the basics they just aren't trying.
Training?
How is it that the call center does fine here with the same tools?
Basic network and technology understanding has nothing to do with training. If someone doesn't get the basics they just aren't trying.
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texaswireless said:
Tools?
Training?
How is it that the call center does fine here with the same tools?
It's impossible to say, since I don't know how the two call centers are handled. Consistency is a known weak point for Cingular, so their call centers could be different state-to-state, market-to-market.
Basic network and technology understanding has nothing to do with training. If someone doesn't get the basics they just aren't trying.
I don't agree completely. Like public school, at what point is the school system held responsible for graduating a student who can't read or find the United States on a world map?
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