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- 01-21-2004, 09:43 PM #1Robert M.Guest
Lots of overtime for Rob Vargas apparently.
› See More: *2 - Your wait time will be more than 20 minutes
- 01-21-2004, 10:44 PM #2Scott StephensonGuest
Re: *2 - Your wait time will be more than 20 minutes
"Robert M., aka Phil, the Village Idiot" <[email protected]> reached into his
magic bag of senseless crap and wrote
news:[email protected]...
>
> Lots of overtime for Rob Vargas apparently.
Hmmmmmmmmm- 20 minutes for Sprint, 2 hours for AT&T. Wonder who has the
worst customer service now? Highest churn? And that reminds me- I read a
really interesting article today:
http://cbs.marketwatch.com/tools/quo...28F77%7D&symb=
VocaLabs SectorPulse Reports Award Verizon Wireless Highest In Customer
Service Quality
Let me quote the pertinent part:
The average call length for the four companies: AT&T Wireless
at 6.41 minutes/seconds, Cingular at 5.32 minutes/seconds,
SprintPCS at 7.08 minutes/seconds and Verizon Wireless at 4.34
minutes/seconds
What? Could it be? Average call time of over six minutes (By more than a
minute)? Longest call time of the carriers surveyed?
Once again, the Village Idiot is shot down. Life is sweet.
- 01-22-2004, 10:43 AM #3planeGuest
Re: *2 - Your wait time will be more than 20 minutes
"Scott Stephenson" <[email protected]> wrote in message news:<[email protected]>...
> "Robert M., aka Phil, the Village Idiot" <[email protected]> reached into his
> magic bag of senseless crap and wrote
> news:[email protected]...
> >
> > Lots of overtime for Rob Vargas apparently.
>
> Hmmmmmmmmm- 20 minutes for Sprint, 2 hours for AT&T. Wonder who has the
> worst customer service now? Highest churn? And that reminds me- I read a
> really interesting article today:
>
> http://cbs.marketwatch.com/tools/quo...28F77%7D&symb=
>
>
> VocaLabs SectorPulse Reports Award Verizon Wireless Highest In Customer
> Service Quality
>
> Let me quote the pertinent part:
>
> The average call length for the four companies: AT&T Wireless
> at 6.41 minutes/seconds, Cingular at 5.32 minutes/seconds,
> SprintPCS at 7.08 minutes/seconds and Verizon Wireless at 4.34
> minutes/seconds
>
> What? Could it be? Average call time of over six minutes (By more than a
> minute)? Longest call time of the carriers surveyed?
>
> Once again, the Village Idiot is shot down. Life is sweet.
No disrespect to anyone, but if when calling sprint/verizon or
everwho, using your head will sure help- it's like knowning that if
you try to get served at a resturant there will be a busy time
(s)--same with cell c/s centers---like the resturant, if I see a line,
if possible, I will do something else for a while, or have known
better than to be there at 12 noon or what ever---with cell c/s you
can depend on after 5pm to 8 pm there will be longer delays, duh!!--so
call some other time, if the message says 20 minute wait--I have
called sprint probably 20 times over the last 2 years at various
times--never more than 5-6 minutes at the worst, and then at the
worst times to call--mostly way less than 3-4 minutes.
When you read in say consumers reports about fast food resturants, do
they grade them on how long the line is---no they don;t even mention
it--at certain times you expect a line. So it's your choice wait and
eat, or eat later.
And while I don't know, I'll bet these survey's of wait time average
the least wait times with the worst---and you know the old saying
about averages, if you have one foot in a fire, and the other on a
block of ice, then the average is a comfortable temperature-----You
can prove *ANYTHING* you wish with statistics, not that it isn't true,
but may be skewed to prove or disprove whatever.
- 01-22-2004, 10:50 AM #4John RichardsGuest
Re: *2 - Your wait time will be more than 20 minutes
Scott Stephenson wrote:
> VocaLabs SectorPulse Reports Award Verizon Wireless Highest In Customer
> Service Quality
>
> Let me quote the pertinent part:
>
> The average call length for the four companies: AT&T Wireless
> at 6.41 minutes/seconds, Cingular at 5.32 minutes/seconds,
> SprintPCS at 7.08 minutes/seconds and Verizon Wireless at 4.34
> minutes/seconds
>
> What? Could it be? Average call time of over six minutes (By more than a
> minute)? Longest call time of the carriers surveyed?
How does that necessarily translate to higher service quality? It could be that
Sprint reps are less trained, so it takes them longer to find the answers to
customers' questions. Or it could be that their system tools are more cumbersome
and less responsive, thereby taking longer to complete action on customer requests.
I've worked in tech support, so I know the pitfalls.
--
John Richards
- 01-22-2004, 11:13 AM #5Thomas T. VeldhouseGuest
Re: *2 - Your wait time will be more than 20 minutes
On 22 Jan 2004 08:43:21 -0800, [email protected] (plane) wrote:
>No disrespect to anyone, but if when calling sprint/verizon or
>everwho, using your head will sure help- it's like knowning that if
>you try to get served at a resturant there will be a busy time
>(s)--same with cell c/s centers---like the resturant, if I see a line,
>if possible, I will do something else for a while, or have known
>better than to be there at 12 noon or what ever---with cell c/s you
>can depend on after 5pm to 8 pm there will be longer delays, duh!!--so
>call some other time, if the message says 20 minute wait--I have
>called sprint probably 20 times over the last 2 years at various
>times--never more than 5-6 minutes at the worst, and then at the
>worst times to call--mostly way less than 3-4 minutes.
>
In all fairness, I was calling *2 for my Brother on Sunday evening to
get the PRL updated on both of his phones ... and both times I tried
it said the wait would be 10 to 15 minutes "based upon current call
volume". That was unacceptable ... so he still has PRL @ 10020.
>When you read in say consumers reports about fast food resturants, do
>they grade them on how long the line is---no they don;t even mention
>it--at certain times you expect a line. So it's your choice wait and
>eat, or eat later.
Yes, fast food restaurants are graded on a few things, one of which is
the wait. Another is the wait between making the order and having it
fulfilled ... and for most, it should be under 1 minute.
>
>And while I don't know, I'll bet these survey's of wait time average
>the least wait times with the worst---and you know the old saying
>about averages, if you have one foot in a fire, and the other on a
>block of ice, then the average is a comfortable temperature-----You
>can prove *ANYTHING* you wish with statistics, not that it isn't true,
>but may be skewed to prove or disprove whatever.
The only way to compute this value in a reliable way is to randomly
make calls and report the wait time. It would be fair to make a
random call based on a weighted curve (so if 95% of calls are made
between 8AM and 4PM, then 95% of the sample calls should also be made
during this timeframe).
Tom Veldhouse
- 01-22-2004, 11:14 AM #6Thomas T. VeldhouseGuest
Re: *2 - Your wait time will be more than 20 minutes
On Thu, 22 Jan 2004 16:50:33 GMT, "John Richards"
<[email protected]> wrote:
>Scott Stephenson wrote:
>
>> VocaLabs SectorPulse Reports Award Verizon Wireless Highest In Customer
>> Service Quality
>>
>> Let me quote the pertinent part:
>>
>> The average call length for the four companies: AT&T Wireless
>> at 6.41 minutes/seconds, Cingular at 5.32 minutes/seconds,
>> SprintPCS at 7.08 minutes/seconds and Verizon Wireless at 4.34
>> minutes/seconds
>>
>> What? Could it be? Average call time of over six minutes (By more than a
>> minute)? Longest call time of the carriers surveyed?
>
>How does that necessarily translate to higher service quality? It could be that
>Sprint reps are less trained, so it takes them longer to find the answers to
>customers' questions. Or it could be that their system tools are more cumbersome
>and less responsive, thereby taking longer to complete action on customer requests.
>I've worked in tech support, so I know the pitfalls.
All of those reasons are irrelavent to the customer. The only thing
the customer cares about is how much crappy music they had to listen
to and how much sweat they have to wipe off of the earpiece of their
phone!
Tom Veldhouse
- 01-22-2004, 11:25 AM #7QuarkGuest
Re: *2 - Your wait time will be more than 20 minutes
On Thu, 22 Jan 2004 11:13:22 -0600, Thomas T. Veldhouse wrote:
> On 22 Jan 2004 08:43:21 -0800, [email protected] (plane) wrote:
>
>>No disrespect to anyone, but if when calling sprint/verizon or
>>everwho, using your head will sure help- it's like knowning that if
>>you try to get served at a resturant there will be a busy time
>>(s)--same with cell c/s centers---like the resturant, if I see a line,
>>if possible, I will do something else for a while, or have known
>>better than to be there at 12 noon or what ever---with cell c/s you
>>can depend on after 5pm to 8 pm there will be longer delays, duh!!--so
>>call some other time, if the message says 20 minute wait--I have
>>called sprint probably 20 times over the last 2 years at various
>>times--never more than 5-6 minutes at the worst, and then at the
>>worst times to call--mostly way less than 3-4 minutes.
>>
>
> In all fairness, I was calling *2 for my Brother on Sunday evening to
> get the PRL updated on both of his phones ... and both times I tried
> it said the wait would be 10 to 15 minutes "based upon current call
> volume". That was unacceptable ... so he still has PRL @ 10020.
Sunday evening? I'm with Plane. I would think Sunday evening would be a
busy time, you know people aren't working, the just bought a phone. I
called for my mother to get her PRL updated on a Wednesday at about
10:30am and got through in about 4-5 minutes. I asked to get a PRL update.
Handed the phone to her to give her pass code and info(took about 2
minutes) and she hung up. Called back and 1 minute later she was up to PRL
10021 from 10014.
- 01-22-2004, 04:55 PM #8Scott StephensonGuest
Re: *2 - Your wait time will be more than 20 minutes
"Thomas T. Veldhouse" <[email protected]> wrote in message
news:[email protected]...
> On Thu, 22 Jan 2004 16:50:33 GMT, "John Richards"
> <[email protected]> wrote:
>
> >Scott Stephenson wrote:
> >
> >> VocaLabs SectorPulse Reports Award Verizon Wireless Highest In Customer
> >> Service Quality
> >>
> >> Let me quote the pertinent part:
> >>
> >> The average call length for the four companies: AT&T Wireless
> >> at 6.41 minutes/seconds, Cingular at 5.32 minutes/seconds,
> >> SprintPCS at 7.08 minutes/seconds and Verizon Wireless at 4.34
> >> minutes/seconds
> >>
> >> What? Could it be? Average call time of over six minutes (By more
than a
> >> minute)? Longest call time of the carriers surveyed?
> >
> >How does that necessarily translate to higher service quality? It could
be that
> >Sprint reps are less trained, so it takes them longer to find the answers
to
> >customers' questions. Or it could be that their system tools are more
cumbersome
> >and less responsive, thereby taking longer to complete action on customer
requests.
> >I've worked in tech support, so I know the pitfalls.
>
>
> All of those reasons are irrelavent to the customer. The only thing
> the customer cares about is how much crappy music they had to listen
> to and how much sweat they have to wipe off of the earpiece of their
> phone!
>
> Tom Veldhouse
Tom- you missed it. The call time (not hold times) was more than the six
minutes Phil swears is written in stone.
- 01-22-2004, 05:05 PM #9Scott StephensonGuest
Re: *2 - Your wait time will be more than 20 minutes
"John Richards" <[email protected]> wrote in message
news:[email protected]...
> Scott Stephenson wrote:
>
> > VocaLabs SectorPulse Reports Award Verizon Wireless Highest In Customer
> > Service Quality
> >
> > Let me quote the pertinent part:
> >
> > The average call length for the four companies: AT&T Wireless
> > at 6.41 minutes/seconds, Cingular at 5.32 minutes/seconds,
> > SprintPCS at 7.08 minutes/seconds and Verizon Wireless at 4.34
> > minutes/seconds
> >
> > What? Could it be? Average call time of over six minutes (By more than
a
> > minute)? Longest call time of the carriers surveyed?
>
> How does that necessarily translate to higher service quality? It could
be that
> Sprint reps are less trained, so it takes them longer to find the answers
to
> customers' questions. Or it could be that their system tools are more
cumbersome
> and less responsive, thereby taking longer to complete action on customer
requests.
> I've worked in tech support, so I know the pitfalls.
I totally agree with your points. I posted this in response to the VIllage
Idiot troll who has made a habit of posting at least twice a week that
Sprint CS has a strictly enforced maximum six minute call time, under
penalty of death.
- 01-23-2004, 08:18 AM #10Thomas T. VeldhouseGuest
Re: *2 - Your wait time will be more than 20 minutes
On Thu, 22 Jan 2004 15:55:32 -0700, "Scott Stephenson"
<[email protected]> wrote:
>> All of those reasons are irrelavent to the customer. The only thing
>> the customer cares about is how much crappy music they had to listen
>> to and how much sweat they have to wipe off of the earpiece of their
>> phone!
>>
>> Tom Veldhouse
>
>Tom- you missed it. The call time (not hold times) was more than the six
>minutes Phil swears is written in stone.
>
You are correct, and I knew that. I was just hung up on the fact that
I called on Sunday twice and both time was told it would be a 10 to 15
minute wait. That is like telling me to hang up and f*!k off. My
time is more valuable than that. Unfortunately, I am feeding the
troll by stating any bad experience.
Tom Veldhouse
- 01-23-2004, 08:44 AM #11Bob SmithGuest
Re: *2 - Your wait time will be more than 20 minutes
"Thomas T. Veldhouse" <[email protected]> wrote in message
news:[email protected]...
> On Thu, 22 Jan 2004 15:55:32 -0700, "Scott Stephenson"
> <[email protected]> wrote:
>
> >> All of those reasons are irrelavent to the customer. The only thing
> >> the customer cares about is how much crappy music they had to listen
> >> to and how much sweat they have to wipe off of the earpiece of their
> >> phone!
> >>
> >> Tom Veldhouse
> >
> >Tom- you missed it. The call time (not hold times) was more than the six
> >minutes Phil swears is written in stone.
> >
>
> You are correct, and I knew that. I was just hung up on the fact that
> I called on Sunday twice and both time was told it would be a 10 to 15
> minute wait. That is like telling me to hang up and f*!k off. My
> time is more valuable than that. Unfortunately, I am feeding the
> troll by stating any bad experience.
>
> Tom Veldhouse
Tom, I've heard those announcements, and sometimes they do go that long.
Most times though, I'm speaking with a rep within minutes. Just out of
curiosity, how did you try to call them? Via your cell phone, or landline?
Do you have a landline speakerphone? Or speakerphone capability on your cell
phone?
Or at the very least, a hands free set up on your cell phone, to where you
could free up your hands while waiting for a rep?
Bob
- 01-23-2004, 10:24 AM #12Thomas T. VeldhouseGuest
Re: *2 - Your wait time will be more than 20 minutes
On Fri, 23 Jan 2004 14:44:03 GMT, "Bob Smith"
<[email protected]> wrote:
>Tom, I've heard those announcements, and sometimes they do go that long.
>Most times though, I'm speaking with a rep within minutes. Just out of
>curiosity, how did you try to call them? Via your cell phone, or landline?
>Do you have a landline speakerphone? Or speakerphone capability on your cell
>phone?
I was calling for my Brother on his cellphone via *2. It is an A500
... no speakerphone (I HATE those things anyway).
>
>Or at the very least, a hands free set up on your cell phone, to where you
>could free up your hands while waiting for a rep?
The fact is, I just won't be bound to my phone (or my Brother's). If
they can't answer in a reasonable timeframe, why should I wait? I can
understand peak times and simply call back ... but we did try that
twice in one day (several hours apart) and had no luck. I was at my
Father's house visiting and I had no intention of wasting that time
(which would be rude) tied up on the phone listening to music.
I will call him and have him try again and see what the hold time is
like then.
Tom Veldhouse
- 01-26-2004, 01:45 AM #13O/SirisGuest
Re: *2 - Your wait time will be more than 20 minutes
In article <[email protected]>,=20
Thomas T. [email protected] says...
> You are correct, and I knew that. I was just hung up on the fact that
> I called on Sunday twice and both time was told it would be a 10 to 15
> minute wait. That is like telling me to hang up and f*!k off. My
> time is more valuable than that. Unfortunately, I am feeding the
> troll by stating any bad experience.
>=20
> Tom Veldhouse
>=20
I couldn't care less who takes delight from it, Tom, you're=20
right. We're TRYING to rectify it, though. We didn't see=20
the call volume being *this* high, and management appears=20
to be convinced that, at 5 weeks to train CSR's, we'd wind=20
up laying them off again very quickly. Even if we=20
outsourced. So we're *trying* to meet the tide with what=20
we have.
I've had more than one customer come scrambling to their=20
speakerphone begging me to hold on, and I always say, "no=20
problem! You've been waiting for us. I don't see why I=20
can't wait for you."
Folks, I don't know what Management thinks. But *I* sure=20
as hell appreciate your patience with us.
--=20
-+-
R=D8=DF
O/Siris
I work for SprintPCS
I *don't* speak for them.
- 01-28-2004, 02:57 AM #14O/SirisGuest
Re: *2 - Your wait time will be more than 20 minutes
In article=20
<[email protected]>,=20
O/Siris0s=EEr=EEs@spr=EEntpcs.c=F4m says...
> Folks, I don't know what Management thinks. But *I* sure=20
> as hell appreciate your patience with us.
>=20
I'm sure certain people are going to jump all over=20
distorting this, but I have a question that was kind of=20
pointed out to me today during an internal meeting.
Vision tech support, the group within which I work, was=20
likened to a triage station. Problems requiring only a=20
bandaid get fixed right then and there, and we leave the=20
big, hard-to-resolve problems to the "doctors," so to=20
speak, the specialists who can devote off-line time to the=20
problems that take more time to fix.
I'm curious what you out there think. If there's a=20
solution to a problem, and it take more time, such that=20
hold time doubles or even triples if we take the time to=20
carry it out, would you rather we submit a trouble ticket=20
to pass it on to guys who'll contact you (allegedly) at a=20
later time to take those extra steps? Or would you rather=20
accept those hold times being reasonably assured your first=20
call on the problem will be your last?
For now, please restrict responses to the either/or choice=20
above. I'm just curious to see what gets said.
--=20
-+-
R=D8=DF
O/Siris
I work for SprintPCS
I *don't* speak for them.
- 01-28-2004, 06:23 AM #15girl in greenGuest
Re: *2 - Your wait time will be more than 20 minutes
One of my big gripes with Sprint CS is the many times a rep told me he
or she would call back and didn't ... happened at least a half-dozen
times.
In article <[email protected]>, O/Siris
<0sÓrÓs@sprÓntpcs.cÙm> wrote:
> In article
> <[email protected]>,
> O/Siris0sÓrÓs@sprÓntpcs.cÙm says...
> > Folks, I don't know what Management thinks. But *I* sure
> > as hell appreciate your patience with us.
> >
>
> I'm sure certain people are going to jump all over
> distorting this, but I have a question that was kind of
> pointed out to me today during an internal meeting.
>
> Vision tech support, the group within which I work, was
> likened to a triage station. Problems requiring only a
> bandaid get fixed right then and there, and we leave the
> big, hard-to-resolve problems to the "doctors," so to
> speak, the specialists who can devote off-line time to the
> problems that take more time to fix.
>
> I'm curious what you out there think. If there's a
> solution to a problem, and it take more time, such that
> hold time doubles or even triples if we take the time to
> carry it out, would you rather we submit a trouble ticket
> to pass it on to guys who'll contact you (allegedly) at a
> later time to take those extra steps? Or would you rather
> accept those hold times being reasonably assured your first
> call on the problem will be your last?
>
> For now, please restrict responses to the either/or choice
> above. I'm just curious to see what gets said.
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