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- 11-20-2003, 03:58 AM #16DSL GURUGuest
Re: CSRs and "six minutes"
Strange, you agreed with me about the notion that CS people have time
restraints; and then curse at me because I object to Sprint CSRs transfering
one to another CSR or refusing to uniquely identify themselfs or hanging up or
lying to keep calls short???
› See More: CSRs and "six minutes"
- 11-20-2003, 11:52 AM #17Michael ArendsGuest
Re: CSRs and "six minutes"
DSL GURU wrote:
>
> I see you're now posting as Michael Arends from Boeing in the afternoon, and as
> Jim Catero from Earthlink in the morning.
What the hell are you talking about Phil?
- 11-20-2003, 02:34 PM #18RicGuest
Re: CSRs and "six minutes"
[email protected] (DSL GURU) wrote in message news:<[email protected]>...
> Strange, you agreed with me about the notion that CS people have time
> restraints; and then curse at me because I object to Sprint CSRs transfering
> one to another CSR or refusing to uniquely identify themselfs or hanging up or
> lying to keep calls short???
Don't believe what Phillipe/DSLguru/ who knows what else posts.
When confronted with a direct question all he is able to do is attempt
misdirection. He posted only about the time restraints, then when set
straight by numerous people he changes to "and then curse at me
because I object to Sprint CSRs transfering one to another CSR or
refusing to uniquely identify themselfs or hanging up or lying to keep
calls short???" Since I never saw this in any of his posts regarding
the time restraints its just another "switch" by Phillipe to attempt
to stir up trouble. Guess he must really be a lonely unhappy person
since this is all he seems to be able to do.
- 11-20-2003, 05:06 PM #19DSL GURUGuest
Re: CSRs and "six minutes"
Nice try. Don't like the message, attack the messenger.
However, I've had Executive Services folks confess to me that yes the CSRs are
measured by "handle time" i.e. Average time per call, and its one of the
objectives that determines whether they get a carrott or a stick.
And thats whats wrong with Sprint Customer Service, they place too high a
priority on "handle time", and too low a priority on their other objective "one
and done".
Por discussion also mentioned that 70 to 80% of customers never call *2. I
found it ironic and maybe telling that the percentage of customers that call *2
about equals the churn rate.
And Sprint apologists forever tell us that Customer Service is improving and
then the next day we see posts telling another horror story.
- 11-20-2003, 05:27 PM #20Scott StephensonGuest
Re: CSRs and "six minutes"
Ric wrote:
> [email protected] (DSL GURU) wrote in message
> news:<[email protected]>...
>> Strange, you agreed with me about the notion that CS people have time
>> restraints; and then curse at me because I object to Sprint CSRs
>> transfering one to another CSR or refusing to uniquely identify themselfs
>> or hanging up or lying to keep calls short???
> Don't believe what Phillipe/DSLguru/ who knows what else posts.
> When confronted with a direct question all he is able to do is attempt
> misdirection. He posted only about the time restraints, then when set
> straight by numerous people he changes to "and then curse at me
> because I object to Sprint CSRs transfering one to another CSR or
> refusing to uniquely identify themselfs or hanging up or lying to keep
> calls short???" Since I never saw this in any of his posts regarding
> the time restraints its just another "switch" by Phillipe to attempt
> to stir up trouble. Guess he must really be a lonely unhappy person
> since this is all he seems to be able to do.
He's a troll- a factless, immature, clueless troll, who will go to any means
(changing names, posting email addresses, etc) to get his point heard.
- 11-20-2003, 05:28 PM #21Scott StephensonGuest
Re: CSRs and "six minutes"
DSL GURU wrote:
> Scott, I have never used inappropriate language, sorry you think it is OK,
> but then anything goes a Sprint apologist, includind cursing a critic of
> Sprint.
You've never used facts either- should I give up on those as well?
- 11-20-2003, 05:37 PM #22DSL GURUGuest
Re: CSRs and "six minutes"
[email protected]
Apologist - Attack the messenger, and dont discuss Handle Time and the
restraints it puts aon CRs, that causes SprintPCS customer service to be rated
worst in the industry.
- 11-20-2003, 05:46 PM #23Scott StephensonGuest
Re: CSRs and "six minutes"
DSL GURU wrote:
>
> [email protected]
> Apologist - Attack the messenger, and dont discuss Handle Time and the
> restraints it puts aon CRs, that causes SprintPCS customer service to be
> rated worst in the industry.
At least I don't blatently post email addresses, factless troll.
- 11-20-2003, 05:47 PM #24Scott StephensonGuest
Re: CSRs and "six minutes"
DSL GURU wrote:
>
> [email protected]
> Apologist - Attack the messenger, and dont discuss Handle Time and the
> restraints it puts aon CRs, that causes SprintPCS customer service to be
> rated worst in the industry.
I discussed handle time (many times)- you fail to respond to any of those
posts, because you don't have the knowledge to do so.
- 11-20-2003, 06:23 PM #25DSL GURUGuest
Re: CSRs and "six minutes"
> factless troll.
What is factless about the "Handle Time" reqauirements placed on CSRs?
- 11-20-2003, 06:24 PM #26DSL GURUGuest
Re: CSRs and "six minutes"
[email protected] says:
> I discussed handle time (many times)
The big lie. Saying so does not make it true
- 11-20-2003, 06:27 PM #27DSL GURUGuest
Re: CSRs and "six minutes"
[email protected]
> You've never used facts either
Not the fact that:
+ JD Power rates SprintPCS customer service worst
+ SprintPCS is losing money
+ SprintPCS has ~30% annual churn rate
which of those is not a fact? leading blind apologist who likes to insult
others who disagree with you.
- 11-20-2003, 07:41 PM #28Scott StephensonGuest
Re: CSRs and "six minutes"
DSL GURU wrote:
> [email protected] says:
>
>> I discussed handle time (many times)
>
> The big lie. Saying so does not make it true
From my last post on the subject- the thread is "WHERE DID IT ALL GO WRONG
FOR SPCS"
"One thing Phil fails to take into consideration in his rant on this
subject-
EVERY call center environment operates with an average call time metric,
and many (particularly in the cellular industry) do not get as much as six
minutes. Some are as low as 4 minutes.
The other thing the troll does not take into consideration is that the
majority of calls into any call center fall well below the average. I
would venture to guess that 75% of the calls are done and over in two
minutes. This would mean that the other 25% could last as long as 17
minutes and the call center would fall under the average call time of 6
minutes. I'm sure Rob would back some of this up, and if Phil doesn't like
the source, I welcome him to go to any any other alt.cellular group and ask
about average call times with those companies. I know of one in particualr
that will mention the 4 minute average, and there is another rumored to
have a THREE minute average. And Phil- both companies rate very high in
customer satisfaction."
Need more, or do you need to apologize?
- 11-21-2003, 06:39 AM #29DSL GURUGuest
Re: CSRs and "six minutes"
SprintPCS rates lowest in Customer Service satisfaction.
- 11-21-2003, 09:05 AM #30Michael ArendsGuest
Re: CSRs and "six minutes"
DSL GURU wrote:
>
> [email protected]
>
> > You've never used facts either
>
> Not the fact that:
> + JD Power rates SprintPCS customer service worst
> + SprintPCS is losing money
> + SprintPCS has ~30% annual churn rate
Uh.. a local article in a seattle paper about ALL wireless carriers,
has listed Sprints Churn rate at around 21%
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