CSRs and "six minutes"

It all started from a former CSR posting at www.sprintpcssucks.org complaining
he was told to keep calls under 5 minutes and change. Since then we've had a
number of current and former reps tell us:

1. To some degree it depends on the manager and the call center
2. CSRs are encouraged to "Complete the Call"
3. In some cases they are given arbitrary average call times to achieve.
4. No one is ever told all calls have to be under a specific time.
5. Reps must also "upsell" sometimes its long distance, sometimes its advantage
agreements, for a while it was vision. Some can do this subtly, others want to
make their bonus and are obnoxious.
6. Some reps will lie to you to get you off the phone.
7. Some reps do not want to be downgraded by "escalating" a call.
8. It is near impossible now to get a call escalated to "Executive Services"
which are folks that have sufficient authority to solve problems. Their phone
number is
listed at
9. Many issues take multiple calls, i.e. why does my 8100 go to roaming if they
are ever solved.
10. Training is poor. Its common to find reps that dont know how to flag an
account for a PRL update or know how to do an ESN change.

It's too bad SprintPCS apologists are obfuscating by creating a false issue
that all calls have to be under 6 minutes.

And worst of all JD Power survey found SprintPCS Customer Service rated worst
in the industry, and SprintPCS apologists have refused to accept that fact,
although when JD Power rates Sprint wireline service high, no one has a problem
quoting JD Power.

---

› See More: CSRs and "six minutes"

"Weekend Sunshine" <[email protected]> wrote in message
news:[email protected]...
> It all started from a former CSR posting at www.sprintpcssucks.org
complaining
> he was told to keep calls under 5 minutes and change. Since then we've had
a
> number of current and former reps tell us:
>
> 1. To some degree it depends on the manager and the call center
> 2. CSRs are encouraged to "Complete the Call"
> 3. In some cases they are given arbitrary average call times to achieve.
> 4. No one is ever told all calls have to be under a specific time.
> 5. Reps must also "upsell" sometimes its long distance, sometimes its
advantage
> agreements, for a while it was vision. Some can do this subtly, others
want to
> make their bonus and are obnoxious.
> 6. Some reps will lie to you to get you off the phone.
> 7. Some reps do not want to be downgraded by "escalating" a call.
> 8. It is near impossible now to get a call escalated to "Executive
Services"
> which are folks that have sufficient authority to solve problems. Their
phone
> number is
> listed at
> 9. Many issues take multiple calls, i.e. why does my 8100 go to roaming if
they
> are ever solved.
> 10. Training is poor. Its common to find reps that dont know how to flag
an
> account for a PRL update or know how to do an ESN change.
>
> It's too bad SprintPCS apologists are obfuscating by creating a false
issue
> that all calls have to be under 6 minutes.
>
> And worst of all JD Power survey found SprintPCS Customer Service rated
worst
> in the industry, and SprintPCS apologists have refused to accept that
fact,
> although when JD Power rates Sprint wireline service high, no one has a
problem
> quoting JD Power.

Oh brother ... here come all of Phillipe's old arguments as presented by
who? Phillipe of course. So Phillipe, why the need to change back to this
identity? Things get too hot for you? Too many people caught onto your DSL
GURU trolling style?

Why don't you enlighten us why the change of IDs ... again!

Bob

Weekend Sunshine wrote:

> It all started from a former CSR posting at www.sprintpcssucks.org complaining
> he was told to keep calls under 5 minutes and change. Since then we've had a
> number of current and former reps tell us:
>
> 1. To some degree it depends on the manager and the call center
> 2. CSRs are encouraged to "Complete the Call"
> 3. In some cases they are given arbitrary average call times to achieve.
> 4. No one is ever told all calls have to be under a specific time.
> 5. Reps must also "upsell" sometimes its long distance, sometimes its advantage
> agreements, for a while it was vision. Some can do this subtly, others want to
> make their bonus and are obnoxious.
> 6. Some reps will lie to you to get you off the phone.
> 7. Some reps do not want to be downgraded by "escalating" a call.
> 8. It is near impossible now to get a call escalated to "Executive Services"
> which are folks that have sufficient authority to solve problems. Their phone
> number is
> listed at
> 9. Many issues take multiple calls, i.e. why does my 8100 go to roaming if they
> are ever solved.
> 10. Training is poor. Its common to find reps that dont know how to flag an
> account for a PRL update or know how to do an ESN change.
>
> It's too bad SprintPCS apologists are obfuscating by creating a false issue
> that all calls have to be under 6 minutes.
>
> And worst of all JD Power survey found SprintPCS Customer Service rated worst
> in the industry, and SprintPCS apologists have refused to accept that fact,
> although when JD Power rates Sprint wireline service high, no one has a problem
> quoting JD Power.

Holly Cow !!
Is that you phil ? Of course it is.
Now let me ask you an honest question, if you really aren't a TROLL and
are as you say , sincere about what you post and just trying to help
you'll answer this honestly.
Why do you find it necessary to constantly change your ID ?
PLEASE, everyone, just let him answer this 1st w/o posting before him,
it would only allow him to skirt the issue, i really would like him to
answer this Thanks

Jim C.

Isn't Jim Catero actually Michael Arends?

Of course he is. Such hypocrisy.

DSL GURU wrote:
> Isn't Jim Catero actually Michael Arends?
>
> Of course he is. Such hypocrisy.

Isn't Phill a nut case ? Of course he is, what lunacy.
The fact is Mr. Cat on hat, dsl guru, morning sunshine , head up ass ect
ect adnauseoum that I am exactly who I say I am unlike you.
The name you see here IS my real, use it everyday name, and I have no
idea who this other dude is.
YOU are a lunatic a Troll and so totally full of crap as to be beyond
sympathy.
Everyone else may put up with you but I won't, your not worth my time.
Fair warning nut case. this my last DIRECT post to your sorry ass.
Now go take a pill, and wait for the postman to bring your check for
mental disability ... Oh, and stop playing with yourself, you MOM
doesn't like to see it, especially in the living room.

Jim C.

Michael, methinks thou dost protest too much.

DSL GURU wrote:
>
> Isn't Jim Catero actually Michael Arends?
>
> Of course he is. Such hypocrisy.

LOL! You're funny.

I see you're now posting as Michael Arends from Boeing in the afternoon, and as
Jim Catero from Earthlink in the morning.

Weekend Sunshine wrote:
> It all started from a former CSR posting at www.sprintpcssucks.org complaining
> he was told to keep calls under 5 minutes and change. Since then we've had a
> number of current and former reps tell us:

You are one dumb person aren't you(that's not a question).

My wife worked for JCPenney for 10 years. Her call times were set at 3
minutes. They had to sell items to people beyond what they ordered.
During the holiday season it was wraping paper.

If they went over 3 minutes they would be told about there call times.
If the trend continued she would be written up. If it became a regular
thing they would consider termination.

Her calls averaged 1.5 minutes.

You obviously know nothing about what you post here. So why don't you
just shut the **** up so I/we/us people can discuss sprint cell
information and problems without your inane and group clogging worthless
crap.

> just shut the fxxx up so


Must be Michael Arends again with the foul language.

Weekend Sunshine wrote:

>> just shut the fxxx up so
>
>
> Must be Michael Arends again with the foul language.


Well, Phil- you'd be the expert at hiding behind multiple names.

Weekend Sunshine wrote:

>> just shut the fxxx up so
>
>
> Must be Michael Arends again with the foul language.


Well, Phil- you'd be the expert at hiding behind multiple names.

Weekend Sunshine wrote:
>>just shut the fxxx up so
>
> Must be Michael Arends again with the foul language.

No, it is me R. I am just getting really sick of having to look at all
the garbage you spew into this group and hitting next, next, next, next
etc..... to get through all of your worthless posts.

What I posted is absolutely true about my wife working at JCPenney. That
is fact. not the worthless dribble that you continue to spew into this
group.

My last post on this. I got my point across.

EOP

In article <[email protected]>,=20
DSL [email protected] says...
> I see you're now posting as Michael Arends from Boeing in the afternoon, =
and as
> Jim Catero from Earthlink in the morning.
>=20

Sure he is, Weekend Sunshine.

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

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.