my theory on customer service

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

>
> 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.
>

It is actually the same thing- if you work 7.5 hours a shift and the
expectation is an average of 6 minutes per call, your requirement is 75
calls per day. If the expectation is 75 calls per day, your requirement
would be to average 6 minutes per call.

---

› See More: my theory on customer service

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

>"DevilsPGD" <[email protected]> wrote in message
>news:[email protected]...
>
>> 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.
>
>It is actually the same thing- if you work 7.5 hours a shift and the
>expectation is an average of 6 minutes per call, your requirement is 75
>calls per day. If the expectation is 75 calls per day, your requirement
>would be to average 6 minutes per call.

Yes indeed. However, at that call center I would never be criticized
because a single call was long. At call centers that officially monitor
call length, you can get written up for having a single 45 minute call.


--
They call it "PMS" because "Mad Cow Disease" was already taken

approximatly ten minutes from the time you beep to the time they are
expected to get you off the phone. Factor in 45 seconds to verify, 3
minutes to get the problem, provided the customer is not pissed, that leaves
6 minutes 15 seconds to solve it wrap it up note it and assist with any
other questions. Not an easy job by any means!!
"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. 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.
>
>
>

911 call centers hardly count for Average Handle Time that is totally
different than hello CSR my bill is messed up and I demand you credit it!
"Jack Zwick" <[email protected]> wrote in message
news:[email protected]...
> 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. :->

I can attest Cingular reps don't "accidently hang up @ the 10 minute limit."
IT is a TOTAL AVERAGE OF THE DAYS CALLS
"Jack Zwick" <[email protected]> wrote in message
news:[email protected]...
> 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.

In article <Ug%8e.434$r53.243@attbi_s21>,
"svnnahsdaddy4701" <[email protected]> wrote:

> approximatly ten minutes from the time you beep to the time they are
> expected to get you off the phone. Factor in 45 seconds to verify, 3
> minutes to get the problem, provided the customer is not pissed, that leaves
> 6 minutes 15 seconds to solve it wrap it up note it and assist with any
> other questions. Not an easy job by any means!!

Thanks for the honesty. SprintPCS only allows its reps 6 minutes total,
and required upselling is included in that time .

In article <%m%8e.446$r53.286@attbi_s21>,
"svnnahsdaddy4701" <[email protected]> wrote:

> I can attest Cingular reps don't "accidently hang up @ the 10 minute limit."
> IT is a TOTAL AVERAGE OF THE DAYS CALLS


SprintPCS reps do, and some local managers will go ballastic over a
single long call.

Amyggy wrote:
> Dudhorse wrote:
> > ... as someone who has been subjected to less-than-stellar customer
> service
> > from all businesses including cellular I have noticed a pattern.
It
> usually
> > takes three tries with different CSR's to fix a problem. I think
the
> usual
> > system is to aim the first time caller at the lowest common
> denominator of
> > service rep. i.e. a rookie. Then the next time you call about the
> same
> > problem(probably tracked by your phone number) you are moved up the
> > experience ladder till hopefully the problem gets solved.
>
>
> ***Absolutely and positively the biggest load of uninformed crap I've
> ever heard... Anyone who's ever worked in a call center can tell you
> that the calls are routed 1st come 1st served. There's no system
> whereby you get routed based on your phone number. Consider the facts
> as to why there's a solution usually by the 3rd try... I worked for
> Cingular so I know they are adamant about their reps noting the
> accounts. Every time you call with an issue the rep notes what you
> tried and what's going on. The next time you call in for an issue,
the
> person on the phone already has a one up on the previous rep. If the
> issue is still not resolved, then obviously the next rep you speak
with
> will be even further ahead on the ladder of knowlege. Those reps on
the
> phone are taking A LOT of grief from the customers because people
> rarely call in to say, "Hey, my service is working GREAT, KEEP UP the
> good work". People only call when they have a problem. To top it all
> off, they have to keep their average call time under a certain amount
> of time, and the pay they receive, isn't really worth the grief...
> Either way, regarding Cingular's problem resolution, think twice
before
> you assume... Nothing is perfect, but those people are working hard
to
> fix it for you...

The queue is first come, first served.

I worked for Cingular too, Schaumburg/Chicago, IL call center...Most of
the reps I worked with were idiots and/or lazy. Too often I had to
handle calls from customers who had unresolved problems and I saw the
accounts were noted but no further action was taken by the previous
rep...usually the problems that required paperwork/manager
approval/follow-ups. I dutifully reported this to my superiors but kept
hitting a brick wall. You are right, the pay isnt worth the
frustration- frustration more times than not brought on by Cingular
itself upon customers they claim to care about. In the time I worked at
Cingular and since, I have never carried a Cingular phone and never
will. Cingular is one of the biggest criminals without a gun in my
opinion, and this is coming from someone that was on the inside, but if
youre happy, thats what counts right?

Take Care people.

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

> The queue is first come, first served.
>
> I worked for Cingular too, Schaumburg/Chicago, IL call center...Most of
> the reps I worked with were idiots and/or lazy. Too often I had to
> handle calls from customers who had unresolved problems and I saw the
> accounts were noted but no further action was taken by the previous
> rep...usually the problems that required paperwork/manager
> approval/follow-ups. I dutifully reported this to my superiors but kept
> hitting a brick wall. You are right, the pay isnt worth the
> frustration- frustration more times than not brought on by Cingular
> itself upon customers they claim to care about. In the time I worked at
> Cingular and since, I have never carried a Cingular phone and never
> will. Cingular is one of the biggest criminals without a gun in my
> opinion, and this is coming from someone that was on the inside, but if
> youre happy, thats what counts right?
>
> Take Care people.

Unfortunately I have ample experience that SprintPCS is even worse.

>> > 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 simply accepted the challenge that was offered, and answered the question
that
was asked... No more, No less.

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

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

>
> Thanks for the honesty. SprintPCS only allows its reps 6 minutes total,
> and required upselling is included in that time .

Says only you.

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

>
> SprintPCS reps do, and some local managers will go ballastic over a
> single long call.


Proof? Or is this another lie?

"Jack Zwick" <[email protected]> wrote in message
news:[email protected]...
> In article <[email protected]>,
> [email protected] wrote:
>
> > The queue is first come, first served.
> >
> > I worked for Cingular too, Schaumburg/Chicago, IL call center...Most of
> > the reps I worked with were idiots and/or lazy. Too often I had to
> > handle calls from customers who had unresolved problems and I saw the
> > accounts were noted but no further action was taken by the previous
> > rep...usually the problems that required paperwork/manager
> > approval/follow-ups. I dutifully reported this to my superiors but kept
> > hitting a brick wall. You are right, the pay isnt worth the
> > frustration- frustration more times than not brought on by Cingular
> > itself upon customers they claim to care about. In the time I worked at
> > Cingular and since, I have never carried a Cingular phone and never
> > will. Cingular is one of the biggest criminals without a gun in my
> > opinion, and this is coming from someone that was on the inside, but if
> > youre happy, thats what counts right?
> >
> > Take Care people.
>
> Unfortunately I have ample experience that SprintPCS is even worse.

Only because you are the classic horror customer, as evidenced by your
rants, raves and stupid reasons for calling them, as documented by your long
Usenet archive.

Jack Zwick wrote:
>
> In article <Ug%8e.434$r53.243@attbi_s21>,
> "svnnahsdaddy4701" <[email protected]> wrote:
>
> > approximatly ten minutes from the time you beep to the time they are
> > expected to get you off the phone. Factor in 45 seconds to verify, 3
> > minutes to get the problem, provided the customer is not pissed, that leaves
> > 6 minutes 15 seconds to solve it wrap it up note it and assist with any
> > other questions. Not an easy job by any means!!
>
> Thanks for the honesty. SprintPCS only allows its reps 6 minutes total,
> and required upselling is included in that time .

Huh?

Many times, I've been on, far longer than 6 minutes.

Notan

In article <[email protected]>,
"SS" <[email protected]> wrote:

>
> "Jack Zwick" <[email protected]> wrote in message
> news:[email protected]...
> > In article <[email protected]>,
> > [email protected] wrote:
> >
> > > The queue is first come, first served.
> > >
> > > I worked for Cingular too, Schaumburg/Chicago, IL call center...Most of
> > > the reps I worked with were idiots and/or lazy. Too often I had to
> > > handle calls from customers who had unresolved problems and I saw the
> > > accounts were noted but no further action was taken by the previous
> > > rep...usually the problems that required paperwork/manager
> > > approval/follow-ups. I dutifully reported this to my superiors but kept
> > > hitting a brick wall. You are right, the pay isnt worth the
> > > frustration- frustration more times than not brought on by Cingular
> > > itself upon customers they claim to care about. In the time I worked at
> > > Cingular and since, I have never carried a Cingular phone and never
> > > will. Cingular is one of the biggest criminals without a gun in my
> > > opinion, and this is coming from someone that was on the inside, but if
> > > youre happy, thats what counts right?
> > >
> > > Take Care people.
> >
> > Unfortunately I have ample experience that SprintPCS is even worse.
>
> Only because you are the classic horror customer, as evidenced by your
> rants, raves and stupid reasons for calling them, as documented by your long
> Usenet archive.

But if you visit alt.cellular.sprintpcs, you will find myriad "horror"
cases, and see how JD Power, Consumer Reports, and the Yankee Group etc
rate SprintPCS WORST for customer service. The high turnover, the poor
training, the biodegradable plastic phones that overheat, and the
strictly enforced 6 minute handle times after long hold times, all
contribute to it.

It's not just me. Sorry.