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  1. #31
    Readnewsgroups
    Guest

    Re: *2 - Your wait time will be more than 20 minutes

    >As a former call center worker, I know what you mean. It got to the
    >point where I was doing callbacks during my lunch break, so that it
    >wouldn't affect my incoming call handling stats adversely.


    Same for me, and when I was caught making call-backs on my lunch break I was
    "coached" on not doing that!



    See More: *2 - Your wait time will be more than 20 minutes




  2. #32
    plane
    Guest

    Re: *2 - Your wait time will be more than 20 minutes

    [email protected] (Readnewsgroups) wrote in message news:<[email protected]>...
    > >As a former call center worker, I know what you mean. It got to the
    > >point where I was doing callbacks during my lunch break, so that it
    > >wouldn't affect my incoming call handling stats adversely.

    >
    > Same for me, and when I was caught making call-backs on my lunch break I was
    > "coached" on not doing that!


    I had another call to sprint c/s today at 5 Pm ,again a bad time to
    call-actually 2 calls, hold time on one was maybe 5 min, the next
    maybe 3--4 explained a very stange occurance, c/s guy didn't accuse me
    of being crazy, just said "hold on", (took probably 7-8 mins on hold)
    came back on with the every person to fix the problem, which he
    promptly did..thank you very much, you did a great job, good bye----(
    I feel c/s went out of the way to handle the problem)

    Possibly others could post their experiences with c/s if they occur, I
    know I sound like I work for sprint---but I am honestly plesantly
    surprised by how well things have been handled (in the last 6 months
    or so)

    I did run into an odd thing; a couple of times after the hand off from
    clair, I got a busy signal, and had to call backl--3rd time, calls
    went through--I just assumed a very busy time for them-- end.



  3. #33
    Robert M.
    Guest

    Re: *2 - Your wait time will be more than 20 minutes

    In article <[email protected]>,
    [email protected] (plane) wrote:

    > I did run into an odd thing; a couple of times after the hand off from
    > clair, I got a busy signal, and had to call backl--3rd time, calls
    > went through--I just assumed a very busy time for them-- end.



    Their system fails two times out of three,
    and you make excuses for them?



  4. #34
    O/Siris
    Guest

    Re: *2 - Your wait time will be more than 20 minutes

    In article <rmarkoff-CD1C74.03371603022004
    @news06.west.earthlink.net>, Robert [email protected]=20
    says...
    > Their system fails two times out of three,=20
    > and you make excuses for them?
    >=20


    Phillie, do you *ever* intend to post something without=20
    lying? He said he experienced a problem twice in one=20
    incident. That does NOT mean it has always done that.

    For him, the system has been fine. Something went awry=20
    this one particular time. Doesn't mean it happens all the=20
    time, or even "two times out of three."

    --=20
    -+-
    R=D8=DF
    O/Siris
    I work for SprintPCS
    I *don't* speak for them.



  5. #35
    Robert M.
    Guest

    Re: *2 - Your wait time will be more than 20 minutes

    In article <[email protected]>,
    O/Siris <[email protected]> wrote:

    > In article <rmarkoff-CD1C74.03371603022004
    > @news06.west.earthlink.net>, Robert [email protected]
    > says...
    > > Their system fails two times out of three,
    > > and you make excuses for them?
    > >

    >
    > Do you *ever* intend to post something without
    > lying? He said he experienced a problem twice in one
    > incident. That does NOT mean it has always done that.
    >
    > For him, the system has been fine. Something went awry
    > this one particular time. Doesn't mean it happens all the
    > time, or even "two times out of three."



    But it did take three tries to get to a CSR once. Thats a failure
    2 out of 3 times, any way you apologize for it. How was it a lie, except
    in your twisted mind???

    Even SprintPCS knows its unacceptable, which is why all of CSR
    is being handed off to IBM.



  6. #36
    Mastec
    Mastec is offline
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    Re: Re: *2 - Your wait time will be more than 20 minutes

    Originally posted by Thomas T. Veldhouse
    On Thu, 22 Jan 2004 15:55:32 -0700, "Scott Stephenson"
    <[email protected]> wrote:
    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
    I am not justifying CS for some of their long hold times, but do some of you people actually think you are the only customers in the world. Are they supposed to drop everything else they are doing and cater to your needs? What makes your problem more important than anyone elses problem? Come on and get real ... It says your call will be placed in que and answered in the order it was received.



  7. #37
    Robert M.
    Guest

    Re: *2 - Your wait time will be more than 20 minutes

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

    >
    > Thomas T. Veldhouse wrote:
    > > *On Thu, 22 Jan 2004 15:55:32 -0700, "Scott Stephenson"
    > > <[email protected]> wrote:
    > > 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 *

    >
    > I am not justifying CS for some of their long hold times, but do some
    > of you people actually think you are the only customers in the world.
    > Are they supposed to drop everything else they are doing and cater to
    > your needs? What makes your problem more important than anyone elses
    > problem? Come on and get real ... It says your call will be placed in
    > que and answered in the order it was received.



    The increased and unacceptably long hold times started with WLNP in late
    November. They have not improved or changed since. If they had billing
    systems that didnt mess up, or did the number ports correctly, they'd
    have fewer support calls.

    A customer friendly company when they see hold times increase to 20 +
    minutes hires more staff, or identifies what calls are about and takes
    steps to prevent problems that generate support calls. Sprint PCS has
    not done such.

    Sprint PCS had its churn rate increase in December, Verizon had their
    churn rate decrease (to half of Sprint PCS's now). And long hold times
    do not make for happoy customers that want to stay customers when
    opportunities present themselves to switch.

    I have found hold times are shorter for "business" customers when using
    the dedicated 888 number for business customers.



  8. #38
    Thomas T. Veldhouse
    Guest

    Re: *2 - Your wait time will be more than 20 minutes

    -----BEGIN PGP SIGNED MESSAGE-----
    Hash: SHA1

    Mastec <[email protected]> wrote:
    >
    > I am not justifying CS for some of their long hold times, but do some
    > of you people actually think you are the only customers in the world.
    > Are they supposed to drop everything else they are doing and cater to
    > your needs? What makes your problem more important than anyone elses
    > problem? Come on and get real ... It says your call will be placed in
    > que and answered in the order it was received.
    >


    What makes you think that I think my problem is more important than
    anybody elses? I simply think that a "10 to 15 minute" wait before
    talking with somebody is simply too long. I will hang up. If I simply
    must get through, I will vocalize my complaint and let it be known that
    it will affect our future business. So far, it has not affected our
    future business.

    - --

    Thomas T. Veldhouse
    Key Fingerprint: 2DB9 813F F510 82C2 E1AE 34D0 D69D 1EDC D5EC AED1

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    =M0zx
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  9. #39
    Thomas T. Veldhouse
    Guest

    Re: *2 - Your wait time will be more than 20 minutes

    -----BEGIN PGP SIGNED MESSAGE-----
    Hash: SHA1

    Robert M. <[email protected]> wrote:
    >
    > The increased and unacceptably long hold times started with WLNP in late
    > November. They have not improved or changed since. If they had billing
    > systems that didnt mess up, or did the number ports correctly, they'd
    > have fewer support calls.
    >
    > A customer friendly company when they see hold times increase to 20 +
    > minutes hires more staff, or identifies what calls are about and takes
    > steps to prevent problems that generate support calls. Sprint PCS has
    > not done such.
    >
    > Sprint PCS had its churn rate increase in December, Verizon had their
    > churn rate decrease (to half of Sprint PCS's now). And long hold times
    > do not make for happoy customers that want to stay customers when
    > opportunities present themselves to switch.
    >
    > I have found hold times are shorter for "business" customers when using
    > the dedicated 888 number for business customers.


    I HIGHLY doubt that these longer hold times are because of WLNP. You
    have seen the number of ports too and from Sprint PCS since its offering
    in November and you know very well that number is quite small (hence
    your other prediction about the extinction for Sprint PCS due to WLNP
    was shown as crap).

    Have a nice day.

    - --

    Thomas T. Veldhouse
    Key Fingerprint: 2DB9 813F F510 82C2 E1AE 34D0 D69D 1EDC D5EC AED1

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  10. #40
    Thomas T. Veldhouse
    Guest

    Re: *2 - Your wait time will be more than 20 minutes

    -----BEGIN PGP SIGNED MESSAGE-----
    Hash: SHA1

    Robert M. <[email protected]> wrote:
    >> In article <rmarkoff-CD1C74.03371603022004
    >> @news06.west.earthlink.net>, Robert [email protected]
    >> says...
    >> > Their system fails two times out of three,
    >> > and you make excuses for them?
    >> >

    >>
    >> Do you *ever* intend to post something without
    >> lying? He said he experienced a problem twice in one
    >> incident. That does NOT mean it has always done that.
    >>
    >> For him, the system has been fine. Something went awry
    >> this one particular time. Doesn't mean it happens all the
    >> time, or even "two times out of three."

    >
    >
    > But it did take three tries to get to a CSR once. Thats a failure
    > 2 out of 3 times, any way you apologize for it. How was it a lie, except
    > in your twisted mind???


    You really ARE a MORON! You said "Their system fails two times out of
    three". There is a very clear implication here.

    >
    > Even SprintPCS knows its unacceptable, which is why all of CSR
    > is being handed off to IBM.


    You claim to know the reason for their decision ... you must really have
    some good inside sources .. or perhaps it is all just coming out of your
    ass.

    - --

    Thomas T. Veldhouse
    Key Fingerprint: 2DB9 813F F510 82C2 E1AE 34D0 D69D 1EDC D5EC AED1

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  11. #41
    Steven J Sobol
    Guest

    Re: *2 - Your wait time will be more than 20 minutes

    Robert M. <[email protected]> wrote:

    > But it did take three tries to get to a CSR once. Thats a failure
    > 2 out of 3 times


    IF the caller has only ever called CS three times, yes.

    --
    JustThe.net Internet & New Media Services, Apple Valley, CA
    Steven J. Sobol, Geek In Charge / 888.480.4NET (4638) / [email protected]
    PGP: C57E 8B25 F994 D6D0 5F6B B961 EA08 9410 E3AE 35ED




  12. #42
    O/Siris
    Guest

    Re: *2 - Your wait time will be more than 20 minutes

    In article <[email protected]>,=20
    [email protected] says...
    > The increased and unacceptably long hold times started with WLNP in late=

    =20
    > November.
    >=20


    Typically inaccurate of you, Phillie. You're off by at least two weeks.

    --=20
    -+-
    R=D8=DF
    O/Siris
    I work for SprintPCS
    I *don't* speak for them.



  13. #43
    Robert M.
    Guest

    Re: *2 - Your wait time will be more than 20 minutes

    In article <[email protected]>,
    O/Siris <Osiris@sprîntpcs.com> wrote:

    > In article <[email protected]>,
    > [email protected] says...
    > > The increased and unacceptably long hold times started with WLNP in late
    > > November.
    > >

    >
    > Typically inaccurate of you. You're off by at least two weeks.


    It stared earlier? I know we had posts here in November. When did your
    mandatory overtime (which had little effect on wait times) start?



  14. #44
    Robert M.
    Guest

    Re: *2 - Your wait time will be more than 20 minutes

    In article <[email protected]>,
    O/Siris <Osiris@sprîntpcs.com> wrote:

    > In article <[email protected]>,
    > [email protected] says...
    > > Even SprintPCS knows its unacceptable, which is why all of CSR
    > > is being handed off to IBM.
    > >

    >
    > That's typically inaccurate of you.



    Get real. You are not seriously trying to tell us that Sprint PCS
    thinkls 20 minute wait times are acceptable. Or are you denying
    yesterday's press release that Sprint PCS is handing off all its CSR to
    IBM ?



  15. #45
    Scott Stephenson
    Guest

    Re: *2 - Your wait time will be more than 20 minutes


    "Robert M." <[email protected]> wrote in message
    news:[email protected]...
    > In article <[email protected]>,
    > O/Siris <Osiris@sprîntpcs.com> wrote:
    >
    > > In article <[email protected]>,
    > > [email protected] says...
    > > > Even SprintPCS knows its unacceptable, which is why all of CSR
    > > > is being handed off to IBM.
    > > >

    > >
    > > That's typically inaccurate of you.

    >
    >
    > Get real. You are not seriously trying to tell us that Sprint PCS
    > thinkls 20 minute wait times are acceptable. Or are you denying
    > yesterday's press release that Sprint PCS is handing off all its CSR to
    > IBM ?


    Hey stupid- have you noticed the pattern yet? Whichever carrier you go to,
    the wait times increase. When you went to AT&T, the hold times started
    being measured in hours. Now you are back at PCS, and they have an increase
    in hold times.

    I think I understand ita ll now- Phil is the consumer version of a computer
    virus- he gets into a system and the whole thing starts acting up. Maybe
    Sprint could contract McAfee to provide them with a Philly scan





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