my theory on customer service

In article <[email protected]>,
"(Pete Cresswell)" <[email protected]> wrote:

> Per Scott Stephenson:
> >It is an AVERAGE that more than 90%
> >of the calls are going to fall under. If I have five one minute calls and
> >one 30 minute call, I meet the metric. What is so horrible about that?
>
> Speaking as one who knows nothing...but who has been through conversion of a
> major electric utility's Help Desk to the standard model used today...I would
> say the nasty stuff starts when those geniuses in management start lowering
> the
> allowed average in hopes of raising their quarterly bonuses.
> --

Problem is they will get upset at 30 minute calls even if you average
below 6 minutes. SprintPCS is particularly bad at this where you will
"accidently" get disconnected at 6 minutes.

---

› See More: my theory on customer service

Per Scott Stephenson:
>It is an AVERAGE that more than 90%
>of the calls are going to fall under. If I have five one minute calls and
>one 30 minute call, I meet the metric. What is so horrible about that?

Speaking as one who knows nothing...but who has been through conversion of a
major electric utility's Help Desk to the standard model used today...I would
say the nasty stuff starts when those geniuses in management start lowering the
allowed average in hopes of raising their quarterly bonuses.
--
PeteCresswell

Scott Stephenson wrote:
> "Jack Zwick" <[email protected]> wrote in message
> news:[email protected]...
>
>
>>
>>Thanks for that honesty. Handle Time restraints is what encourages reps
>>to lie to get you off the phone, and to mis state the matter when your
>>account is notated.
>
>
> Facts? Cites? Anything credible to back up your claim? Of course not- you
> have no knowledge of the subject. All you want to do is spread lies.
>
>

Pfft.

Per Scott Stephenson:
> However, the smart companies have recognized the
>advantage of giving the customer plenty of no-human-needed options for the
>easy stuff and actually relaxing the handle time metrics for those things
>that require human assistance. And Jack would never know it, but there are
>cellular companies that have adopted this business model with great success.

I'm not Jack, but whenever I have the misfortune to run afoul of those practices
the company in question loses points. Basically, they've determined that if
they can save themselves .1 manhours and cause me .5 manhours of pain it's a
good deal... for them...

Maybe I haven't talked around enough, but right now I don't know *anybody* that
doesn't despise those 'no-human-needed options' except for the briefest and most
obvious - like checking to see how minutes remain on a prepaid account. (Which,
IMHO is an obvious appropriate use of such an approach)

But making me sit through what, eight or 10, menu choices for those automated
"features" and sticking human support at the very end sucks canal water in my
book. If I wanted info that can be supplied "rote" - without a person to
think, I would have checked my account via their web page.
--
PeteCresswell

In article <[email protected]>,
Matt Mizzi <[email protected]> wrote:

> Scott Stephenson wrote:
> > "Jack Zwick" <[email protected]> wrote in message
> > news:[email protected]...
> >
> >
> >>
> >>Thanks for that honesty. Handle Time restraints is what encourages reps
> >>to lie to get you off the phone, and to mis state the matter when your
> >>account is notated.
> >
> >
> > Facts? Cites? Anything credible to back up your claim? Of course not- you
> > have no knowledge of the subject. All you want to do is spread lies.

We just had Cingular employees tell us so. I guess Scott only reads the
posts he wants to.

"Jack Zwick" <[email protected]> wrote in message
news:[email protected]...

>
> We just had Cingular employees tell us so. I guess Scott only reads the
> posts he wants to.

Funny- I read no such thing in that post. She mentioned a handle time. I
missed the part where it was stated as a number.

BTW, Jack- I defy you to name a single customer service call center
environment (any industry) that does not measure this. You can't, because
they all do. You also need to draw a direct correlation between your latest
rant and poor customer service. I could point to a large number of call
centers around the country whose handle time is at or around 4 minutes and
customer satisfaction is 85%+ (on a bad day). That sort of shoots your
whole illogical theory to crap. Now, if you have hard facts to back you up,
go for it. If youdon't, then you better stay inside- the sky is falling.

> Per Scott Stephenson:
> >It is an AVERAGE that more than 90%
> >of the calls are going to fall under. If I have five one minute calls and
> >one 30 minute call, I meet the metric. What is so horrible about that?
>
Facts? Cites? Anything credible to back up your claim? Of course not-
you have no knowledge of the subject. All you want to do is spread lies.

--
I work for the ILEC ...." stuff happens! "

"Scott Stephenson" <[email protected]> wrote in message
news:[email protected]...
>
> "Jack Zwick" <[email protected]> wrote in message
> news:[email protected]...
>
>>
>> We just had Cingular employees tell us so. I guess Scott only reads the
>> posts he wants to.
>
> Funny- I read no such thing in that post. She mentioned a handle time. I
> missed the part where it was stated as a number.
>
> BTW, Jack- I defy you to name a single customer service call center
> environment (any industry) that does not measure this. You can't, because
> they all do.

I / We maintain 911 networks for a significant part of the USA, and are also
the primary customer service "SPOC" for the 911 dispatchers that may be
having
difficulties, or hardware/software problems with their equipment, on a 24/7
basis.
Call Time is not measured, and is considered irrelevant. Sort of what I say
about
the wind speed, while heading down I-x95 with the top down!.

"Jack Zwick" <[email protected]> wrote in message
news:[email protected]...
>
>
> > Per Scott Stephenson:
> > >It is an AVERAGE that more than 90%
> > >of the calls are going to fall under. If I have five one minute calls
and
> > >one 30 minute call, I meet the metric. What is so horrible about that?
> >
> Facts? Cites? Anything credible to back up your claim? Of course not-
> you have no knowledge of the subject. All you want to do is spread lies.

Specifically, what do you want to support the claim? How about 6 years
experience in the industry, many of which have been focused on subjects just
like this. That would put me light years ahead of you in the knowledge
department- all you have is your experience as a whiney, uninformed,
misleading customer.

Now, what about my lack of knowledge? And what specific lies are you
referring to? I like the childness of you posting one of my responses to
you- too bad it doesn't fit quite as well.

You must of been that teachers pet in high school that could never get laid
and people hated because you had this chip on your shoulder. Go be a geek
some where else or some thing, will ya?

"Steve Sobol" <[email protected]> wrote in message
news:[email protected]...
> Xman(AKA Mike) wrote:
>> Haven't you heard...you don't call customer service with any company. It
>> will just get worse. Even at Comcast some times. Though with Comcast,
>> there aren't any termination fees...who would want to treat a customer
>> that way?
>
> Disclaimer: Xman claims to work for Comcast. :P
>
> --
> JustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638)
> Steven J. Sobol, Geek In Charge / [email protected] / PGP: 0xE3AE35ED
>
> "The wisdom of a fool won't set you free"
> --New Order, "Bizarre Love Triangle"

Xman(AKA Mike) wrote:
> You must of been that teachers pet in high school that could never get laid
> and people hated because you had this chip on your shoulder. Go be a geek
> some where else or some thing, will ya?

*I* have a chip on my shoulder?

I'm not the one in here pissing and moaning about Verizon all the time, when
you've made it clear that Cingular works better for you.

I'm not the one shilling for Comcast, and by the way, if most of Comcast's
employees are obnoxious morons like you, I'm glad they're not my cable company.

--
JustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638)
Steven J. Sobol, Geek In Charge / [email protected] / PGP: 0xE3AE35ED

"The wisdom of a fool won't set you free"
--New Order, "Bizarre Love Triangle"

In message <[email protected]> "Scott Stephenson"
<[email protected]> wrote:

>"Jack Zwick" <[email protected]> wrote in message
>news:[email protected]...
>
>>
>> We just had Cingular employees tell us so. I guess Scott only reads the
>> posts he wants to.
>
>Funny- I read no such thing in that post. She mentioned a handle time. I
>missed the part where it was stated as a number.
>
>BTW, Jack- I defy you to name a single customer service call center
>environment (any industry) that does not measure this. You can't, because
>they all do. You also need to draw a direct correlation between your latest
>rant and poor customer service. I could point to a large number of call
>centers around the country whose handle time is at or around 4 minutes and
>customer satisfaction is 85%+ (on a bad day). That sort of shoots your
>whole illogical theory to crap. Now, if you have hard facts to back you up,
>go for it. If youdon't, then you better stay inside- the sky is falling.

Call time was not tracked at my last call center job, but we did track
the number of calls per day, which is roughly the same thing represented
differently.

We also didn't track abandons since we can't control abandons.


--
They'll say, 'You can't joke about rape. Rape's not funny.'
I can prove to you that rape is funny. Picture Porky Pig raping Elmer Fudd.
See? Hey, why do you think they call him Porky?
-- George Carlin

In article <XNa7e.19273$1p4.9623@trndny06>,
"Remove This" <[email protected]> wrote:

> --
> I work for the ILEC ...." stuff happens! "
>
> "Scott Stephenson" <[email protected]> wrote in message
> news:[email protected]...
> >
> > "Jack Zwick" <[email protected]> wrote in message
> > news:[email protected]...
> >
> >>
> >> We just had Cingular employees tell us so. I guess Scott only reads the
> >> posts he wants to.
> >
> > Funny- I read no such thing in that post. She mentioned a handle time. I
> > missed the part where it was stated as a number.
> >
> > BTW, Jack- I defy you to name a single customer service call center
> > environment (any industry) that does not measure this. You can't, because
> > they all do.
>
> I / We maintain 911 networks for a significant part of the USA, and are also
> the primary customer service "SPOC" for the 911 dispatchers that may be
> having
> difficulties, or hardware/software problems with their equipment, on a 24/7
> basis.
> Call Time is not measured, and is considered irrelevant. Sort of what I say
> about
> the wind speed, while heading down I-x95 with the top down!.

Obviously lying since know-it-all Scott says such a call center doesn't
exist. :->

Took me a moment, Jack, but a big LOL there !!!

--
I work for the ILEC ...." stuff happens! "



>> I / We maintain 911 networks for a significant part of the USA, and are
>> also
>> the primary customer service "SPOC" for the 911 dispatchers that may be
>> having
>> difficulties, or hardware/software problems with their equipment, on a
>> 24/7
>> basis.
>> Call Time is not measured, and is considered irrelevant. Sort of what I
>> say
>> about
>> the wind speed, while heading down I-x95 with the top down!.
>
> Obviously lying since know-it-all Scott says such a call center doesn't
> exist. :->

"Remove This" <[email protected]> wrote in message
news:XNa7e.19273$1p4.9623@trndny06...

>
> I / We maintain 911 networks for a significant part of the USA, and are
also
> the primary customer service "SPOC" for the 911 dispatchers that may be
> having
> difficulties, or hardware/software problems with their equipment, on a
24/7
> basis.
> Call Time is not measured, and is considered irrelevant. Sort of what I
say
> about
> the wind speed, while heading down I-x95 with the top down!.
>
>

And how many are the 'we' that you mention? 15? 150? More? Do the same
dispatchers always deal with you, or do they get "first come, first served"
basis.