CSRs have time limits for calls or get fired.

"Chris Pisarra" <[email protected]> wrote in message
news:n7N1b.236112$YN5.159708@sccrnsc01...
>
> "Phillipe" >
>
> I was always taught to believe the simplest explanation for things.
>
>
> That would explain why you sound like a believer in the
> Flat Earth Society.
>
> Life isn't always simple.

Well, to be correct about it the flat earth concept was never the simplest
explanation if one were to follow through and try to use it to explain the
movements of the stars, sun, and moon, as well as the fact that the oceans
had not run off the edge of the earth. There were some pretty wacky and
complex explanations to justify thinking the earth was flat, but the correct
answer is worlds (ha ha) simpler.


---
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› See More: CSRs have time limits for calls or get fired.

"Carl." <[email protected]> wrote in message
news:%[email protected]...
> "Chris Pisarra" <[email protected]> wrote in message
> news:n7N1b.236112$YN5.159708@sccrnsc01...
> >
> > "Phillipe" >
> >
> > I was always taught to believe the simplest explanation for things.
> >
> >
> > That would explain why you sound like a believer in the
> > Flat Earth Society.
> >
> > Life isn't always simple.
>
> Well, to be correct about it the flat earth concept was never the simplest
> explanation if one were to follow through and try to use it to explain the
> movements of the stars, sun, and moon, as well as the fact that the oceans
> had not run off the edge of the earth. There were some pretty wacky and
> complex explanations to justify thinking the earth was flat, but the
correct
> answer is worlds (ha ha) simpler.

But his "its true because you didn't prove otherwise" DOES make him sound
like the flat earth society.


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"Bob Smith" <[email protected]> wrote in message
news:[email protected]...
>
> "Carl." <[email protected]> wrote in message
> news:[email protected]...
> > "Phillipe" <[email protected]> wrote in message
>
> <snipped>
>
> > > Add Smith's buddy to my KILL file
> >
> > Yet you still replied to Bob's words. Did you want to see them or not?
> You
> > plonk Howard for bringing them to you, but reply anyway?
>
> It makes so sense trying to talk to Phillippe, Carl. He's gone off the
deep
> end with this misguided obsession of his ... Ya know, I'm just thinking
that
> his wife must have the patience of Job, to put up with this kind of
> irrational behavior ...

Or maybe she's as . . . awe, nevermind.


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Whoops ... mis*****ed something there. It should say ... "It makes NO
sense..."

Bob

"Bob Smith" <[email protected]> wrote in message news:...
>
> "Carl." <[email protected]> wrote in message
> news:[email protected]...
> > "Phillipe" <[email protected]> wrote in message
>
> <snipped>
>
> > > Add Smith's buddy to my KILL file
> >
> > Yet you still replied to Bob's words. Did you want to see them or not?
> You
> > plonk Howard for bringing them to you, but reply anyway?
>
> It makes so sense trying to talk to Phillippe, Carl. He's gone off the
deep
> end with this misguided obsession of his ... Ya know, I'm just thinking
that
> his wife must have the patience of Job, to put up with this kind of
> irrational behavior ...
>
> Bob
>
>

"Phillipe" <[email protected]> wrote in message
news[email protected]...

I totally agree with you Phillepe.
> I believe I have the right information because it explains the behavior
> of the CSRs.

My name is President Bush. I slept with your mother/wife/sister.

> I was always taught to believe the simplest explanation for things.
> The requirement to keep calls short explains things. Sprint employees
> vague denial, denouncing the web site or insulting me does not explain
> bad CSR behavior.

I make moronic comments, so that explains the President Bush part. I have a
dick and your mother/wife/sister has the requisite female genitalia needed
for intercourse, so there is the explanation for my second claim.

> Doesn't make it untrue, and nobody from SPRINT has presented evidence to
> the contrary.

And since you can't present any evidence to prove either of my statements
untrue, they 'must' be true.

> Add Smith's buddy to my KILL file

.... and Bum too.

-Bum

Phillipe,

All customer service, not just Sprint PCS, have Average Handle Time,
AHT, that must be met. But just becuz they miss the handle time one time
does not mean they get fired. I worked for Sprint PCS Customer Solutions
for 2 yrs,(now working for Verizon Wireless), and not once was I fired
for exceeding AHT. Sprint does beleive in the fact that if it is going
to take time to actually HELP a customer, then to by all means take the
time needed to help the customer. Sprint PCS' AHT goal is around 6
minutes, which in MOST calls can be achieved. If a trend started to
develop were an employee was spending TOO much time on the phone, that
employee would first recieve coaching by his/her supervisor to address
the problems. If it continued they may be place on a 1st level of
correction, up to a 3rd level, and then possibly terminated, if it kept
continuing. A Lot of CSR's, I will admitt, do rush the customers off the
phone, becuz they just dont like doing thier job, or listening to the
endless complaints. These type of people have NO place in customer
service wut-so-ever.

Phillipe <[email protected]> wrote in article
<[email protected]>:
>
>
> As I've said many times. I have one point of information on what the
> restrictions are for CSRs.
> At http://www.sprintpcs-sucks.org/emplo...yee_email.html
> one former employee says if CSRs average call time is over 5:19 they get
> fired. Others have posted here saying they've heard that also. All I've
> heard from "O" is complaints about the web site where that is posted.
> Certainly it could be exagerated sour grapes, that why I ask him to tell
> us the truth if its wrong. I have no authoritative definitive statement
> to the contrary, so after 3 days now I must believe it.
>
> FLAME ON
>
> PUT UP OR SHUT UP
> 5:19 is a CSRs limit
>
> FLAME OFF
>
> Further it explains all the bad things that happen when when calls *2.
>
> Lies
> Rushing the call
> Promsing things that are never recorded on account
> Refusing to escalate
> Transfering to unrelated departments
> Transfering to a colleague
> Multiple calls to *2 to resolve a problem
> Hanging up
> Disconnecting
> Good interactions with CSRs when a short sweet question is asked.
>
> I was always taught to believe the simplest explanation for things.
> The requirement to keep calls short explains things. Sprint employees
> vague denial, denouncing the web site or insulting me does not explain
> bad CSR behavior.

[posted via phonescoop.com - free web access to the alt.cellular groups]

Phillipe wrote:
> As I've said many times. I have one point of information on what the
> restrictions are for CSRs.
> At http://www.sprintpcs-sucks.org/emplo...yee_email.html
> one former employee says if CSRs average call time is over 5:19 they
> get fired. Others have posted here saying they've heard that also.
> All I've heard from "O" is complaints about the web site where that
> is posted. Certainly it could be exagerated sour grapes, that why I
> ask him to tell us the truth if its wrong. I have no authoritative
> definitive statement to the contrary, so after 3 days now I must
> believe it.

Still inventing and fabricating, Philly. I've gone further than
"complaining about the web site." In fact, I specifically pointed out I was
*not* refuting the point, only clarifying the actual time a bit. You're the
one who's gone off into Neverland trying to make an argument that simply
hasn't happened. And then you wonder why your source is *not* considered
authoritative?

Who do *you* work for, and what are their internal policies? How long could
you post them before you wind up fired?

--
-+-
RŘß
O/Siris
I work for Sprint
I *don't* speak for them

When I was having my vision problems a few weeks back, I spent over 20
minutes on the phone with CS. Wasn't rushed, hung up on, etc.

H.

--
Posted at SprintUsers.com - Your place for everything Sprint PCS
Free wireless access @ www.SprintUsers.com/wap

O/Siris wrote:
>
> Who do *you* work for, and what are their internal policies? How long could
> you post them before you wind up fired?
>
My company won't let me post anything even related to what we do or else
we would get fired when it was found. And believe me they had guys with
enough time on their hands to look for that stuff. Plus I worked in a
call center 5:19 or whatever the time is an average call time, not every
call has to be under that. Plus in billing support you probably get a
lot of calls that are a minute long, so if a csr got 5 2.5 minute call
and 1 10 min call they would average out to under 5 minutes still. The
people posting on that site you keep referring to are the idiots who
couldn't do their job right and got fired for it. Believe me they were
probably warned numerous times before they were let go. Every place you
work there are a bunch of idiots there. In my last place of work we
were supposed to have our average call times under 12 mins, and we were
tech support. Believe me I had spent numerous 20-40 min calls and all
the short calls you get in between drop your average down to where it
has to be. If Sprint has a 5:19 average call time then that's probably
because they got a lot of short simple calls like what's my balance or
where do I find this or why do you charge for that. Boom 2-3 min call
and then it gives you more time to stay on the phone longer with a call.

So unless you understand the Average Call time concept Philippe stop
talking about it.

I've been a Sprint customer for 4 years now, not because of the customer
service, but because of the service. I'll admit at times I've had bad
CSR's, but it's not because of Sprints call time polciy it's because
that the person you talked to was probably stupid, or the person calling
them was.

So stop posting the same Sh!t everyday.

Avergage call time Idiot not per call limit.
--
-DItalianSalami
-Remove Spamsux from Email to Respond

How many times a year, month, week, day do some folks speak with
c/s--from reading these posts it would seem that some would barely have
time to do anything else, because of the considerable amount of time
spent with the c/s people--we really should appreciate the super effort
to both talkk with c/s and do all these posts also- in reality, however,
the few times we do call c/s make such an impression (especially the bad
ones) that we can live those out for some time--I know I have had some
bad ones, others quite good--rarely talk and/or remeber the good ones
for too long--what is the old saying about a dissatified customer will
tell 20 people about the bad, but a happy customer will tell 2 or
whatever about the good

DItalianSalami <[email protected]> wrote in article
<[email protected]>:
> O/Siris wrote:
> >
> > Who do *you* work for, and what are their internal policies? How long could
> > you post them before you wind up fired?
> >
> My company won't let me post anything even related to what we do or else
> we would get fired when it was found. And believe me they had guys with
> enough time on their hands to look for that stuff. Plus I worked in a
> call center 5:19 or whatever the time is an average call time, not every
> call has to be under that. Plus in billing support you probably get a
> lot of calls that are a minute long, so if a csr got 5 2.5 minute call
> and 1 10 min call they would average out to under 5 minutes still. The
> people posting on that site you keep referring to are the idiots who
> couldn't do their job right and got fired for it. Believe me they were
> probably warned numerous times before they were let go. Every place you
> work there are a bunch of idiots there. In my last place of work we
> were supposed to have our average call times under 12 mins, and we were
> tech support. Believe me I had spent numerous 20-40 min calls and all
> the short calls you get in between drop your average down to where it
> has to be. If Sprint has a 5:19 average call time then that's probably
> because they got a lot of short simple calls like what's my balance or
> where do I find this or why do you charge for that. Boom 2-3 min call
> and then it gives you more time to stay on the phone longer with a call.
>
> So unless you understand the Average Call time concept Philippe stop
> talking about it.
>
> I've been a Sprint customer for 4 years now, not because of the customer
> service, but because of the service. I'll admit at times I've had bad
> CSR's, but it's not because of Sprints call time polciy it's because
> that the person you talked to was probably stupid, or the person calling
> them was.
>
> So stop posting the same Sh!t everyday.
>
> Avergage call time Idiot not per call limit.
> --
> -DItalianSalami
> -Remove Spamsux from Email to Respond
>

[posted via phonescoop.com - free web access to the alt.cellular groups]

featherz wrote:
> When I was having my vision problems a few weeks back, I spent over 20
> minutes on the phone with CS. Wasn't rushed, hung up on, etc.
>
> H.

Shh. You're interrupting Philly's bigotry.
--
-+-
RŘß
O/Siris
I work for Sprint
I *don't* speak for them

"O/Siris" <robjvargas@sprîntpcs.com> wrote in article
<Cv72b.247013$uu5.51772@sccrnsc04>:
> featherz wrote:
> > When I was having my vision problems a few weeks back, I spent over 20
> > minutes on the phone with CS. Wasn't rushed, hung up on, etc.
> >
> > H.
>
> Shh. You're interrupting Philly's bigotry.

He'll find a way to twist the words around in his favor.

[posted via phonescoop.com - free web access to the alt.cellular groups]

I too spent numerous calls to c/s with some questions ( and really some
problems with vision) when I first got it, at the first of this
year--had forgot those, not every call fixed the problem immediately,
however, it was an odd thing, switched from old 1g to new 3 g--but was
never rushed, they tried to help, and finally did--exasperating in some
ways, but not totally unpleasant, and I learned a lot from these guys,
and at times, heard answer" I just don't know, but I will try to find
out" and finally did.

[email protected] (SprintPCS Tech) wrote in article
<[email protected]>:
>
>
> "O/Siris" <robjvargas@sprîntpcs.com> wrote in article
> <Cv72b.247013$uu5.51772@sccrnsc04>:
> > featherz wrote:
> > > When I was having my vision problems a few weeks back, I spent over 20
> > > minutes on the phone with CS. Wasn't rushed, hung up on, etc.
> > >
> > > H.
> >
> > Shh. You're interrupting Philly's bigotry.
>
> He'll find a way to twist the words around in his favor.
>
> [posted via phonescoop.com - free web access to the alt.cellular groups]

[posted via phonescoop.com - free web access to the alt.cellular groups]

Just a running record on What Phillipe claims is "authoritative proof"
of his time limit claim:

http://tinyurl.com/l3sx

If you care to look, he can't get the time straight on any two of his
posts. Anywhere from five minutes, to six minutes, to 5:30, to 5:19, to
5:13...

And yes Phillipe, I will gladly "quibble over seconds," since it appears
that you can't even be consistent. I don't see why anyone would want to
take the effort to refute your claim if you can't even be consistent
with it.


Phillipe wrote:

> As I've said many times. I have one point of information on what the
> restrictions are for CSRs.
> At http://www.sprintpcs-sucks.org/emplo...yee_email.html
> one former employee says if CSRs average call time is over 5:19 they get
> fired. Others have posted here saying they've heard that also. All I've
> heard from "O" is complaints about the web site where that is posted.
> Certainly it could be exagerated sour grapes, that why I ask him to tell
> us the truth if its wrong. I have no authoritative definitive statement
> to the contrary, so after 3 days now I must believe it.
>
> FLAME ON
>
> PUT UP OR SHUT UP
> 5:19 is a CSRs limit
>
> FLAME OFF
>
> Further it explains all the bad things that happen when when calls *2.
>
> Lies
> Rushing the call
> Promsing things that are never recorded on account
> Refusing to escalate
> Transfering to unrelated departments
> Transfering to a colleague
> Multiple calls to *2 to resolve a problem
> Hanging up
> Disconnecting
> Good interactions with CSRs when a short sweet question is asked.
>
> I was always taught to believe the simplest explanation for things.
> The requirement to keep calls short explains things. Sprint employees
> vague denial, denouncing the web site or insulting me does not explain
> bad CSR behavior.

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

> Just a running record on What Phillipe claims is "authoritative proof"
> of his time limit claim:
>
> http://www.sprintpcs-sucks.org
>
> If you care to look, he can't get the time straight on any two of his
> posts. Anywhere from five minutes, to six minutes, to 5:30, to 5:19, to
> 5:13...
>
> And yes Phillipe, I will gladly "quibble over seconds," since it appears
> that you can't even be consistent. I don't see why anyone would want to
> take the effort to refute your claim if you can't even be consistent
> with it.

If CSRs are rushed, they are rushed, regardless of whether it is 5:13
(my mistake) 5:19 as posted by a former Sprint Tech or
"closer to 6 minutes" as posted here recently by a current tech.

And that being rushed fully explains their behavior:

> Lies
> Rushing the call
> Promsing things that are never recorded on account
> Refusing to escalate
> Transfering to unrelated departments
> Transfering to a colleague
> Multiple calls to *2 to resolve a problem
> Hanging up
> Disconnecting