Handle time for CSR's

In alt.cellular.sprintpcs Phillip Dudas <[email protected]> wrote:

> FYI: This was all after my extensive 1-900 career.

hm, my little smartass crack was directed at Chris, and Phillip replied.
Big surprise there, eh?

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› See More: Handle time for CSR's

In alt.cellular.sprintpcs Phillip Dudas <[email protected]> wrote:

> Oh no, I need not take a guess. A call center that I recently worked for
> had an pretty good turnover rate but one of the sister call centers in
> VA that was right across town from a competitor had very high turnover
> until it was ultimately closed.

I guarantee this person has *never* worked a call center.

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"Leisa" <[email protected]> wrote in message
news:W2RBb.499963$Tr4.1373819@attbi_s03...

>
> Me: Over 9 years, 7+ w/a large LEC, almost 2 w/current wireless carrier.
>
> And I don't smoke. Or drink.
>
> And I didn't have this twitch before I started these jobs <gg>
>

I did my first call center in 1979- let's just say things have changed a
bit. Spent the last 4 years in a cellular call center environment, out of
convenience (the only office space they had).

The twitch doesn't bother me anymore, but I think the medication finally
kicked in. But it did get to me when I answered my home phone.... "(company
name), this is Scott." I've done it more than once.

"Steven J Sobol" <[email protected]> wrote in message
news:[email protected]...

>
> I guarantee this person has *never* worked a call center.
>

You realize that this has put him over the top once again- he's having a
conversation with himself.

"Scott Stephenson" <[email protected]> wrote in message
news:[email protected]...
>
> "Leisa" <[email protected]> wrote in message
> news:W2RBb.499963$Tr4.1373819@attbi_s03...
>
> >
> > Me: Over 9 years, 7+ w/a large LEC, almost 2 w/current wireless carrier.
> >
> > And I don't smoke. Or drink.
> >
> > And I didn't have this twitch before I started these jobs <gg>
> >
>
> I did my first call center in 1979- let's just say things have changed a
> bit. Spent the last 4 years in a cellular call center environment, out of
> convenience (the only office space they had).
>
> The twitch doesn't bother me anymore, but I think the medication finally
> kicked in. But it did get to me when I answered my home phone....
"(company
> name), this is Scott." I've done it more than once.

I can thankfully say I haven't answer the home phone "wrong" since back in
my "May I take your order" days. But then, I rarely answer my home phone.

Leisa

In alt.cellular.sprintpcs Scott Stephenson <[email protected]> wrote:

>> I guarantee this person has *never* worked a call center.
>>
>
> You realize that this has put him over the top once again- he's having a
> conversation with himself.

You realize that he's been "over the top" since he started posting...


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Chris McFarland wrote:


>>At the risk of having one of Phillipe's personas say "I told you so", I will
>>say that for 2004, handling time, while still a measurement that is tracked
>>for performance, is not a measurement that is included in the bonus payout
>>program. Just Customer Satisfaction and Resolving issues on the first call.
>
>
> Simply not true. It varies by Call Center and Manager, some of whom are
> far stricter than anything I have mentioned.


How would you know, Phillipe? Have you worked in a Sprint PCS call
center? What source can you point us to... oh wait, you can NEVER point
us to a reliable source. It's all in your head.

How's ATT Wireless working for ya, Phillipe? I see you've already
accused them of fraud.

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In article <[email protected]>,
Isaiah Beard <[email protected]> wrote:

> Have you worked in a Sprint PCS call
> center? What source can you point us to..

You ever read a post here from anybody but an apologist?

Handle times rule at SprintPCS.

Googe finds dozens of posts.

Steven J Sobol wrote:


>
>>Tell me, Phil- how much call center experience do you have?
>
>
> Wait, you'll have to specify: including or not including the 1-900 phone sex
> service he got fired from?

What, did he accuse his customers of being fraudulent and unsatisfying?
Did he get pissed because they were "done" in under 6 minutes?



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"Stewart" <[email protected]> wrote in message
news:[email protected]...
> In article <[email protected]>,
> Isaiah Beard <[email protected]> wrote:
>
> > Have you worked in a Sprint PCS call
> > center? What source can you point us to..
>
> You ever read a post here from anybody but an apologist?
>
> Handle times rule at SprintPCS.
>
> Googe finds dozens of posts.

Uhhh ... make that #43 for Phillipe.

Bob

In article <[email protected]>,
Isaiah Beard <[email protected]>

Been smoking too much, and thinks SprintPCS gives good service.

In article <[email protected]>,
Isaiah Beard <[email protected]> wrote:

> Steven J Sobol wrote:
>


Pretty sad when these SprintPCS apologists have to come to another
newsgroup to make excuses for SprintPCS.

Leisa wrote:
> "Phillip Dudas" <[email protected]> wrote in message
> news:[email protected]...
>
>>Chris McFarland wrote:
>>
>>
>>>In article <[email protected]>,
>>> W.S. Blevins <wblev@remove_this_hotmail.com> wrote:
>>>
>>>
>>>
>>>>On Tue, 09 Dec 2003 10:54:51 GMT, Chris McFarland <[email protected]>
>>>>wrote:
>>>>
>>>>
>>>>
>>>>>Measuring Handle Time can be a necessary evil to be able to compare
>>>>>Customer Reps.
>>>>
>>>>
>>>>What's evil about it? When I call, I want the issue (whatever it may
>>>>be) solved right now. The faster the better.
>>>
>>>
>>>
>>>But if it's a complicated issue, maybe one the Rep has never encountered
>>>before, will a rep be afraid to take the time to walk you through a
>>>solution knowing it might take 10 minutes? All too often, thats the
>>>problem.
>>
>>a lot of times that is prime target for.. TRANSFER.. "Please while I
>>transfer you to someone who can help" (meanwhile they already ahve the
>>right department) we saw that sometimes. Even had one agent long time
>>ago clear out the queue by repeatedly picking up and hanging up the
>>phone. There... no more blinking light.. Phewwww.
>
>
> At my previous employer, I worked with people who would stay signed in and
> available, and go out for coffee or a smoke or bathroom break. Meanwhile
> calls are being answered by their phone with no one there to talk to.
>
> One guy got caught because he forgot to turn off his prerecorded greeting.
> Callers would hear "Thank you calling <company> this is Antwone how may I
> help you?" but would get no other response, because he wasn't there. Then
> one day, a coworker had to transfer a call and reached his recording but not
> him.....busted!
>
> Leisa
>
>
They used to do that at our place relatively often. That is until we
changed to zip tones. They used to run over from the cafe or where ever
they happened to be hanging out when they heard the ringing. Also we
turned off their ability to transfer to specific agents (accept in the
commercial services department) and rather only to agent groups.

"Stewart" <[email protected]> wrote in message
news:[email protected]...
> In article <[email protected]>,
> Isaiah Beard <[email protected]> wrote:
>
> > Steven J Sobol wrote:
> >
>
>
> Pretty sad when these SprintPCS apologists have to come to another
> newsgroup to make excuses for SprintPCS.

Phillipe ... did you even notice how this thread is crossposted to attws &
spcs?

So, up to 43 different IDs now? Going for a Guinness record are you?

Bob

Stewart wrote:

> In article <[email protected]>,
> Isaiah Beard <[email protected]> wrote:

> You ever read a post here from anybody but an apologist?

You post in here. Are you calling yourself an apologist?

> Handle times rule at SprintPCS.
> Googe finds dozens of posts.

I wouldn't "googe" you any farther than I can throw you. But yes, there
are *Google* posts from people claiming that CS call times are
limited... all of which were posted by you and your many identities,
Phillipe.

Then there was the time that you tried to deny ever having said what
you're saying now... and I *caught* you in that lie. Remember that one,
troll? Here's a refresher:

http://tinyurl.com/ytgk



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