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  1. #1
    newman
    Guest
    as I recall, CS reps have a certain time limit to dispose of calls. that's
    probably what they were doing- just doing anything to end the call.
    "Sally Shears" <[email protected]> wrote in message
    news:100820071351206406%[email protected]
    Service disaster...

    For several days, I've gotten no bars in an area where we always had
    good signal with Sprint PCS. Same situation on two different phones.

    Called *2 "Customer Solutions"... The operator said, "Hold just a
    minute while I look that up."

    After a couple of minutes she came back on line... "We're having some
    service problems there. To get you better service, we'll change your
    CSA and give you a new number."

    I rejected this solution. How would a different number solve the
    problem? No good answer. So, I refused the number change and said
    good-bye.

    Turns out the rep had already started the number change, leaving my
    phone completely inoperative, incoming callers got "this number is not
    in service" and trying to make calls I got "this phone is not
    registered to use the Sprint PCS..."

    Calling *2 again, "The hold time will be 20 minutes."

    Later, it took a supervisor a full hour to restore my service. Even
    after that, she says, "Don't make any calls and DO NOT answer any
    incoming calls for at least four hours. It takes that long for the fix
    to take effect."

    I asked supervisor if there was any possibility that changing the #
    would improve my signal problem. "No, none."

    To make matters worse, the original service rep had covered her tracks
    in my record. The record read, "Customer called requesting change in
    phone number. I was part way through when customer changed his mind. I
    informed customer that he would have no service but he insisted." All
    LIES.

    This is a customer service disaster. I'm now out of contract, I killed
    one of my Sprint phones, and will start checking my options.

    -- Sally

    --
    Sally Shears (a.k.a. "Molly")
    [email protected] -or- [email protected]
    SallyShears (at) gmail (dot) com





    See More: Sprint Service DISASTER.. No bars? We'll change your #.




  2. #2
    Scott
    Guest

    Re: Sprint Service DISASTER.. No bars? We'll change your #.

    "newman" <[email protected]> wrote in news:[email protected]:

    > as I recall, CS reps have a certain time limit to dispose of calls.
    > that's probably what they were doing- just doing anything to end the
    > call.


    And your recollection would be incorrect. No carrier in the US operates
    under this urban myth.



  3. #3
    DTC
    Guest

    Re: Sprint Service DISASTER.. No bars? We'll change your #.

    newman wrote:
    > as I recall, CS reps have a certain time limit to dispose of calls. that's
    > probably what they were doing- just doing anything to end the call.


    Yes and no....For every type of call center environment, you have a average
    call handling time that is established with experienced agents, say ten
    minutes.

    The average call times for an agent should average out to that ten minutes.
    An agent doesn't worry if a call takes a little longer as the agent will
    have a proportional number of short calls.

    When the team leaders and quality assurance looks at the times and see call
    times for an agent are longer than the average, they might consider
    additional training for the agent. When the call times are way to short,
    the agent is "punting" the call.

    On the other hand, when a system is down and you have a hundred calls in
    cue when the normal is only twenty or so, then the agents may get a pop-up
    of sorts to hurry the call along.




  4. #4
    nativenyerintexas
    Guest

    Re: Sprint Service DISASTER.. No bars? We'll change your #.

    I had one rep tell me she couldn't help me and said she would forward my
    call to the proper department. She didn't. What she did was put me back
    through to the regular CSR desk and I had to wait on hold for another 20
    minutes. I guess my issue was too complicated for her to want to handle.


    "Loreal Lavigna" <[email protected]> wrote in message
    news:[email protected]
    I was on the line last night with a sprint representative to fix a problem I
    thought was their error but turned out to be my own miscalculation. In
    trying to get to technical support the csr I was speaking with remained
    online with me until Technical support picked up the call. She commented
    during this time frame that it didn't matter how long it took to resolve the
    issue, she was to stay on the call until the issue was resolved. I don't
    think I have ever been in a situation where Sprint has rushed through a call
    of mine simply to get it done and get off the line.
    Enjoy getting something for free?

    Loreal Marie Lavigna
    Lifestyle Consultant Princess House
    213 Front St.
    Schenectady, NY 12305
    [email protected]
    AIM: Llavigna2 mobile:
    Skype ID:518-330-5188
    Llavigna




    Want to always have my latest info?Want a signature like this?





  5. #5
    Andy
    Guest

    Re: Sprint Service DISASTER.. No bars? We'll change your #.

    Youre wrong sprint does have a time limit per call to fix youre problems i
    should know i used to live next to one.


    --
    AL'S COMPUTERS
    "Scott" <[email protected]> wrote in message
    news:[email protected]
    > "newman" <[email protected]> wrote in news:[email protected]:
    >
    >> as I recall, CS reps have a certain time limit to dispose of calls.
    >> that's probably what they were doing- just doing anything to end the
    >> call.

    >
    > And your recollection would be incorrect. No carrier in the US operates
    > under this urban myth.






  6. #6
    Jim Dubya
    Guest

    Re: Sprint Service DISASTER.. No bars? We'll change your #.

    Sprint has the best signal of all cell services. It is the best.

    "Andy" <[email protected]> wrote in message
    news:[email protected]
    > Youre wrong sprint does have a time limit per call to fix youre problems i
    > should know i used to live next to one.
    >
    >
    > --
    > AL'S COMPUTERS
    > "Scott" <[email protected]> wrote in message
    > news:[email protected]
    >> "newman" <[email protected]> wrote in news:[email protected]:
    >>
    >>> as I recall, CS reps have a certain time limit to dispose of calls.
    >>> that's probably what they were doing- just doing anything to end the
    >>> call.

    >>
    >> And your recollection would be incorrect. No carrier in the US operates
    >> under this urban myth.

    >
    >






  7. #7
    Jim Dubya
    Guest

    Re: Sprint Service DISASTER.. No bars? We'll change your #.

    Sprint has the best signal of all cell services. It is the best.

    "Andy" <[email protected]> wrote in message
    news:[email protected]
    > Youre wrong sprint does have a time limit per call to fix youre problems i
    > should know i used to live next to one.
    >
    >
    > --
    > AL'S COMPUTERS
    > "Scott" <[email protected]> wrote in message
    > news:[email protected]
    >> "newman" <[email protected]> wrote in news:[email protected]:
    >>
    >>> as I recall, CS reps have a certain time limit to dispose of calls.
    >>> that's probably what they were doing- just doing anything to end the
    >>> call.

    >>
    >> And your recollection would be incorrect. No carrier in the US operates
    >> under this urban myth.

    >
    >







  8. #8
    Loreal Lavigna
    Guest

    Re: Sprint Service DISASTER.. No bars? We'll change your #.

    Used to live next to what, a sprint customer service representative, or next door to the location of one of their call centers? All I know is I have never personally been rushed off of a call. They have always made every attempt to rectify the problem or transferred me to the correct department where the error or problem could be rectified.
    Loreal



  9. #9
    Scott
    Guest

    Re: Sprint Service DISASTER.. No bars? We'll change your #.

    "Andy" <[email protected]> wrote in news:[email protected]:

    > Youre wrong sprint does have a time limit per call to fix youre
    > problems i should know i used to live next to one.
    >
    >


    Well, I should know as well- I've been in a number of their call centers
    and consulted with those management teams. There is no time limit per
    call- only an average time which is generally measured in monthly
    timeframes.



  10. #10
    NoConsequence
    Guest

    Re: Sprint Service DISASTER.. No bars? We'll change your #.

    On Fri, 10 Aug 2007 15:32:14 -0500, Scott <[email protected]> wrote:

    >"newman" <[email protected]> wrote in news:[email protected]:
    >
    >> as I recall, CS reps have a certain time limit to dispose of calls.
    >> that's probably what they were doing- just doing anything to end the
    >> call.

    >
    >And your recollection would be incorrect. No carrier in the US operates
    >under this urban myth.


    And you are ALSO incorrect. The defacto standard in wireless CS is
    five minutes with a six second wrap up time after the call is dropped
    to close the account and prepare for the next one.

    Yes, calls last longer than five minutes, but once a call hits maybe
    six minutes I'm starting to find a way to end it and move on. We do
    have goals to meet and Calls Per Hour is one of the big ones. You try
    doing 11.8 CPH (an industry standard) if you routinely let your calls
    go over 5 minutes...and see: 1) how much of a raise you get, and 2)
    how long you will keep your job.

    So NO, this is not an Urban Myth.




  11. #11
    Scott
    Guest

    Re: Sprint Service DISASTER.. No bars? We'll change your #.

    NoConsequence <[email protected]> wrote in
    news:[email protected]:

    > On Fri, 10 Aug 2007 15:32:14 -0500, Scott <[email protected]> wrote:
    >
    >>"newman" <[email protected]> wrote in news:[email protected]:
    >>
    >>> as I recall, CS reps have a certain time limit to dispose of calls.
    >>> that's probably what they were doing- just doing anything to end the
    >>> call.

    >>
    >>And your recollection would be incorrect. No carrier in the US operates
    >>under this urban myth.

    >
    > And you are ALSO incorrect. The defacto standard in wireless CS is
    > five minutes with a six second wrap up time after the call is dropped
    > to close the account and prepare for the next one.
    >
    > Yes, calls last longer than five minutes, but once a call hits maybe
    > six minutes I'm starting to find a way to end it and move on. We do
    > have goals to meet and Calls Per Hour is one of the big ones. You try
    > doing 11.8 CPH (an industry standard) if you routinely let your calls
    > go over 5 minutes...and see: 1) how much of a raise you get, and 2)
    > how long you will keep your job.
    >
    > So NO, this is not an Urban Myth.
    >
    >


    Yes it is and you just proved it. newman said that there was a time limit-
    you said it was an average, which is correct. For every six minute call
    you take, you probably get three that last less than three. You are
    operating on an average, not a drop dead time.

    Thanks for proving the point.



  12. #12
    dafydd
    Guest

    Re: Sprint Service DISASTER.. No bars? We'll change your #.

    Defacto standard is probably not the way to describe it. Depending on
    the department you work in there is a goal of a certain "average
    handling time" or "call resolution time" depending on what the company
    uses for the name of it. When I worked with t-mo a little over a year
    ago, the average that they wanted us to shoot for was 328 seconds in
    general care. In the 3 1/2 years that I worked for them my average
    was about 260 seconds over all. [efficiency in finding the information
    needed by the customer helps a lot :-)] There were however many reps,
    that had averages much higher than 328, that had been there longer
    than I and that are still there. What is more important that how
    quickly you get to the next customer is how well you resolve their
    issues. Call center management will gladly give more leeway to a rep
    that has tight quality and higher handle time, than to a rep that has
    great handle time but poor quality. They also have a metric that
    deals with the reps 'commitment to schedule', which measures the
    percentage of time that they are supposed to be in their seats logged
    in to take calls based on their schedule. [taking breaks at the right
    time, and being back from them at the right time, etc]


    I now work in email customer care which is a lot more laid back, but
    still stresses quality of service over handle time as a better mark of
    how well we are doing.


    > And you are ALSO incorrect. The defacto standard in wireless CS is
    > five minutes with a six second wrap up time after the call is dropped
    > to close the account and prepare for the next one.
    >
    > Yes, calls last longer than five minutes, but once a call hits maybe
    > six minutes I'm starting to find a way to end it and move on. We do
    > have goals to meet and Calls Per Hour is one of the big ones. You try
    > doing 11.8 CPH (an industry standard) if you routinely let your calls
    > go over 5 minutes...and see: 1) how much of a raise you get, and 2)
    > how long you will keep your job.
    >
    > So NO, this is not an Urban Myth.








  13. #13
    Joel Kolstad
    Guest

    Re: Sprint Service DISASTER.. No bars? We'll change your #.

    Scott,

    "Scott" <[email protected]> wrote in message
    news:Efmdnd3mAIiLe13bnZ2dn[email protected]
    > Well, I should know as well- I've been in a number of their call centers
    > and consulted with those management teams. There is no time limit per
    > call- only an average time which is generally measured in monthly
    > timeframes.


    Doesn't trying to enforce an average call time still tend to encourage
    employees to simply not deal with more complex problems?





  14. #14
    Todd Allcock
    Guest

    Re: Sprint Service DISASTER.. No bars? We'll change your #.

    At 27 Aug 2007 16:51:08 -0700 Joel Kolstad wrote:

    > Doesn't trying to enforce an average call time still tend to

    encourage
    > employees to simply not deal with more complex problems?

    Yes and no. Yes if that's the ONLY metric they are judged on, but
    usually that isn't the case. Generally there is also some kind of
    resolution tracking as well. (Monitoring if additional calls come in
    from the same customer with the same problem, etc.)

    Also, keep in mind that unlike with sales, where low is "bad" and
    high is "good," desired call times with CS are generally a target
    range as opposed to "the lower the better." If the target average
    is, say, six minutes, then the rep with a two-minute average is
    likely as big a problem (or bigger!) than the rep with a 10 minute
    call average, because the short-call rep is likely not providing the
    desired level of service.

    I've been with T-Mo so long now that I almost miss surly CSRs that
    try to rush you off the phone. I swear T-Mo's reps are now paid by
    the apology- I'm already tired of T-Mo's new "form-letter sympathy"
    CS scripts:

    "I can see how [insert problem here] can be frustrating . I'm very
    sorry you are experiencing a problem with [afore-mentioned issue].
    We know how important [service that you're having a problem with] is
    to our valuable customers, particularly those like yourself, [inset
    customer's name here] who've been with us since [insert activation
    date]. I'll do everything I possibly can to solve your problem..."
    etc. etc.


    I called a few weeks ago to report a slight problem on their website,
    just because I figured they'd want to know so they could fix it, and
    it was comical to hear the rep try to "sympathize" with someone who
    wasn't actually angry or frustrated.

    T-Mo: "I'm sorry, Mr. Allcock, I understand it must be frustrating
    not to be able to find contact information for our website team..."

    Me: "No, it isn't frustrating- it's really no big deal. I just
    wanted to let them know the 'T-Mo-mail configurator' on the website
    isn't working."

    T-Mo: "I'm very sorry, we know how important the mail configurator is
    to our customers..."

    Me: "Really, it's not a problem- it's the first time I've tried using
    it in six years. I doubt many people even know it's there..."

    T-Mo: "You can assured that I'll do whatever I can to find you that
    e-mail address... Your business is very important to us, Mr.
    Allcock, and we appreciate that you've been a loyal T-Mobile customer
    since October of 2000..."

    Me: "Really, that's okay- maybe I'll just write a letter to "Whom it
    may concern..."

    T-Mo: "I'm very sorry I couldn't find the e-mail address you're
    requesting. I realize your time is valuable, so I've asked for my
    supervisor and our tier-3 data support team to join us..."

    Me: "Seriously? Fine, I guess- as long as they don't apologi..."

    Supervisor: "Hello, I'm supervisor so and so, please accept my
    apology that it's taking us so long to resolve your problem..."

    Me: "Um, that's ok- it seems to be working now, gotta go, bye!"
    *click*



    --

    "I don't need my cell phone to play video games or take pictures
    or double as a Walkie-Talkie; I just need it to work. Thanks for
    all the bells and whistles, but I could communicate better with
    ACTUAL bells and whistles." -Bill Maher 9/25/2003





  15. #15
    Scott
    Guest

    Re: Sprint Service DISASTER.. No bars? We'll change your #.

    "Joel Kolstad" <[email protected]> wrote in
    news:[email protected]:

    > Scott,
    >
    > "Scott" <[email protected]> wrote in message
    > news:[email protected]
    >> Well, I should know as well- I've been in a number of their call centers
    >> and consulted with those management teams. There is no time limit per
    >> call- only an average time which is generally measured in monthly
    >> timeframes.

    >
    > Doesn't trying to enforce an average call time still tend to encourage
    > employees to simply not deal with more complex problems?
    >
    >


    Not if they are also being measured on short calls, calls transferred or
    returned to queue, calls per hour and availablility. Any one of these
    metrics (and a variety of others) easily point to someone who is dumping
    calls. Anyone saying that agents today dump calls after x minutes has not
    been in a call center environment in quite some time- the tools are much
    more advanced than they were even a couple of years ago.



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