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  1. #1
    Robert M.
    Guest
    Still trying to get Vision on my account.

    Today's CSR

    "The RL2500 doesn't support Vision" and of course no conversation can
    extend past six minutes, so before that time, I'm transferred back to
    "15-20" minutes WAIT. Apparently all they are fully trained to do is to
    make sure no call lasts longer than six minutes.

    It appears handle time limits are being VERY STRONGLY enforced in the
    North Carolina Call Center.



    See More: More rookie CSRs




  2. #2
    Robert Edward Merkle
    Guest

    Re: More rookie CSRs

    Robert M. wrote:
    > Still trying to get Vision on my account.
    >
    > Today's CSR
    >
    > "The RL2500 doesn't support Vision" and of course no conversation can
    > extend past six minutes, so before that time, I'm transferred back to
    > "15-20" minutes WAIT. Apparently all they are fully trained to do is to
    > make sure no call lasts longer than six minutes.
    >
    > It appears handle time limits are being VERY STRONGLY enforced in the
    > North Carolina Call Center.

    have you gotten up to Tier1 Data Support? They should be able to help
    you. (if they can't, they should put you into trouble management)
    -rob




  3. #3
    Robert M.
    Guest

    Re: More rookie CSRs

    In article <[email protected]>,
    Robert Edward Merkle <[email protected]> wrote:

    > Robert M. wrote:
    > > Still trying to get Vision on my account.
    > >
    > > Today's CSR
    > >
    > > "The RL2500 doesn't support Vision" and of course no conversation can
    > > extend past six minutes, so before that time, I'm transferred back to
    > > "15-20" minutes WAIT. Apparently all they are fully trained to do is to
    > > make sure no call lasts longer than six minutes.
    > >
    > > It appears handle time limits are being VERY STRONGLY enforced in the
    > > North Carolina Call Center.

    > have you gotten up to Tier1 Data Support? They should be able to help
    > you. (if they can't, they should put you into trouble management)
    > -rob


    The rookie CSRs can't even decide if I have a "consumer" plan or a
    "business" plan. CSR's from those respective departments each insist my
    issues need to be handled by someone in the other department.



  4. #4
    Robert Edward Merkle
    Guest

    Re: More rookie CSRs

    That's crap. I'm sorry. hang up and dial *2 again, you're sure to go
    to a different call center. -That wouldn't happen where I work.
    Next time you call, simply ask to speak to "Tier 1 Data Support" at the
    start of the call.
    rob



    Robert M. wrote:
    > In article <[email protected]>,
    > Robert Edward Merkle <[email protected]> wrote:
    >
    >
    >>Robert M. wrote:
    >>
    >>>Still trying to get Vision on my account.
    >>>
    >>>Today's CSR
    >>>
    >>>"The RL2500 doesn't support Vision" and of course no conversation can
    >>>extend past six minutes, so before that time, I'm transferred back to
    >>>"15-20" minutes WAIT. Apparently all they are fully trained to do is to
    >>>make sure no call lasts longer than six minutes.
    >>>
    >>>It appears handle time limits are being VERY STRONGLY enforced in the
    >>> North Carolina Call Center.

    >>
    >>have you gotten up to Tier1 Data Support? They should be able to help
    >>you. (if they can't, they should put you into trouble management)
    >>-rob

    >
    >
    > The rookie CSRs can't even decide if I have a "consumer" plan or a
    > "business" plan. CSR's from those respective departments each insist my
    > issues need to be handled by someone in the other department.





  5. #5
    Robert M.
    Guest

    Re: More rookie CSRs

    In article <[email protected]>,
    Robert Edward Merkle <[email protected]> wrote:

    > That's crap. I'm sorry. hang up and dial *2 again, you're sure to go
    > to a different call center. -That wouldn't happen where I work.
    > Next time you call, simply ask to speak to "Tier 1 Data Support" at the
    > start of the call.
    > rob



    Where do you work, and whats a direct dial number to get in there???

    Otherwise you're blowing smoke.


    y Using your suggested method ou'd have to wait on hold for 20 minutes
    before you'd get a CSR again, and not all them will identify where they
    are.

    And you ask for "Tier One" they start to quiz one, pull up your files,
    and try to solve it themselves, only to find out just before their 6
    minutes of handle time are up that they don't know, and then say "Hang
    on I'll transfer you" and if you're persistant enought o wait on hold
    another 20 minutes you'll fiund out your NOT TRANSFERED TO DATA SUPPORT.



  6. #6
    Scott Stephenson
    Guest

    Re: More rookie CSRs


    "Robert M." <[email protected]> wrote in message
    news:[email protected]
    > In article <[email protected]>,
    > Robert Edward Merkle <[email protected]> wrote:
    >
    > > That's crap. I'm sorry. hang up and dial *2 again, you're sure to go
    > > to a different call center. -That wouldn't happen where I work.
    > > Next time you call, simply ask to speak to "Tier 1 Data Support" at the
    > > start of the call.
    > > rob

    >
    >
    > Where do you work, and whats a direct dial number to get in there???
    >
    > Otherwise you're blowing smoke.
    >
    >
    > y Using your suggested method ou'd have to wait on hold for 20 minutes
    > before you'd get a CSR again, and not all them will identify where they
    > are.
    >
    > And you ask for "Tier One" they start to quiz one, pull up your files,
    > and try to solve it themselves, only to find out just before their 6
    > minutes of handle time are up that they don't know, and then say "Hang
    > on I'll transfer you" and if you're persistant enought o wait on hold
    > another 20 minutes you'll fiund out your NOT TRANSFERED TO DATA SUPPORT.


    Trollish lies from a Sprint antagonist.





  7. #7
    Robert Edward Merkle
    Guest

    Re: More rookie CSRs

    Robert M. wrote:
    > In article <[email protected]>,
    > Robert Edward Merkle <[email protected]> wrote:
    >
    >
    >>That's crap. I'm sorry. hang up and dial *2 again, you're sure to go
    >>to a different call center. -That wouldn't happen where I work.
    >>Next time you call, simply ask to speak to "Tier 1 Data Support" at the
    >>start of the call.
    >>rob

    >
    >
    >
    > Where do you work, and whats a direct dial number to get in there???
    >
    > Otherwise you're blowing smoke.
    >
    >
    > y Using your suggested method ou'd have to wait on hold for 20 minutes
    > before you'd get a CSR again, and not all them will identify where they
    > are.
    >
    > And you ask for "Tier One" they start to quiz one, pull up your files,
    > and try to solve it themselves, only to find out just before their 6
    > minutes of handle time are up that they don't know, and then say "Hang
    > on I'll transfer you" and if you're persistant enought o wait on hold
    > another 20 minutes you'll fiund out your NOT TRANSFERED TO DATA SUPPORT.


    blowing smoke? sorry. i won't post here anymore. bye.




  8. #8
    Bob Smith
    Guest

    Re: More rookie CSRs


    "Robert Edward Merkle" <[email protected]> wrote in message
    news:[email protected]
    <snipped>


    > blowing smoke? sorry. i won't post here anymore. bye.



    Don't let ole Phillipe chase you away Robert. He's a troll and a liar ...

    Bob





  9. #9
    Robert M.
    Guest

    Re: More rookie CSRs

    In article <[email protected]>,
    Robert Edward Merkle <[email protected]> wrote:

    > Robert M. wrote:
    > > In article <[email protected]>,
    > > Robert Edward Merkle <[email protected]> wrote:
    > >
    > >
    > >>That's crap. I'm sorry. hang up and dial *2 again, you're sure to go
    > >>to a different call center. -That wouldn't happen where I work.
    > >>Next time you call, simply ask to speak to "Tier 1 Data Support" at the
    > >>start of the call.
    > >>rob

    > >
    > >
    > >
    > > Where do you work, and whats a direct dial number to get in there???
    > >
    > > Otherwise you're blowing smoke.
    > >
    > >
    > > y Using your suggested method ou'd have to wait on hold for 20 minutes
    > > before you'd get a CSR again, and not all them will identify where they
    > > are.
    > >
    > > And you ask for "Tier One" they start to quiz one, pull up your files,
    > > and try to solve it themselves, only to find out just before their 6
    > > minutes of handle time are up that they don't know, and then say "Hang
    > > on I'll transfer you" and if you're persistant enought o wait on hold
    > > another 20 minutes you'll find out you're NOT TRANSFERED TO DATA SUPPORT.

    >
    > blowing smoke? sorry. i won't post here anymore. bye.



    If you can't handle the truth, then so be it. if you say your call
    center is so much better then prove it by posting the phone number.



  10. #10
    Scott Stephenson
    Guest

    Re: More rookie CSRs


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

    >
    >
    > If you can't handle the truth, then so be it. if you say your call
    > center is so much better then prove it by posting the phone number.


    In order for him to handle the truth, you'd have to start using it.





  11. #11
    Readnewsgroups
    Guest

    Re: More rookie CSRs

    >if you say your call
    >center is so much better then prove it by posting the phone number.


    it is IMPOSSIBLE to dial any specific number and get a specific CALL CENTER.
    This shows that you know nothing of the structure of a multi-call-center
    organization.



  12. #12
    Scott Stephenson
    Guest

    Re: More rookie CSRs


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

    > This shows that you know nothing of the structure of a multi-call-center
    > organization.


    Among other things.





  13. #13
    John
    Guest

    Re: More rookie CSRs


    "Readnewsgroups" <[email protected]> wrote in message
    news:[email protected]
    > >if you say your call
    > >center is so much better then prove it by posting the phone number.

    >
    > it is IMPOSSIBLE to dial any specific number and get a specific CALL

    CENTER.
    > This shows that you know nothing of the structure of a multi-call-center
    > organization.


    Nor do you.

    Every call center has it's own dial in number, that will reach only that
    call center.
    These numbers aren't public, but someone who works in that call center
    should know it.
    I wouldn't post one of these numbers, but it IS POSSIBLE.

    Worked in four call centers over an eight year period.


    John





  14. #14
    Robert M.
    Guest

    Re: More rookie CSRs

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

    > it is IMPOSSIBLE to dial any specific number and get a specific CALL CENTER.
    > This shows that you know nothing of the structure of a multi-call-center
    > organization.


    He was the one suggesting users keep recalling (ignoring the long hold
    times) to get "his" call enter.

    I know what you say is true, but was trying to point out how silly his
    suggestion was, as you have to be on hold till you get to a CSR to have
    any hope of knowing where you have reached, and even then some SCSRs
    wont identify where they are.



  15. #15
    Robert M.
    Guest

    Re: More rookie CSRs

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

    > Nor do you.
    >
    > Every call center has it's own dial in number, that will reach only that
    > call center.
    > These numbers aren't public, but someone who works in that call center
    > should know it.
    > I wouldn't post one of these numbers, but it IS POSSIBLE.
    >
    > Worked in four call centers over an eight year period.



    Thank you:

    He was the one suggesting users keep recalling (ignoring the long hold
    times) to get "his" call enter.

    I know what you say is true, but was trying to point out how silly his
    suggestion was, as you have to be on hold till you get to a CSR to have
    any hope of knowing where you have reached, and even then some SCSRs
    wont identify where they are.



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