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pmsumner at 08:05pm on 05/07/2002
pmsumner at 08:05pm on 05/07/2002Come break 1, at 10am, after having been on the phones for less than an hour and a half, I had taken 8 calls, and I had made 9 outbound calls. This is highly indicative of the kind of morning I had. Before 0945 there was not one call I was able to do myself, I had to talk to Excalibur helpdesk, CSSD, Billing Wizards, Finance Departments, Specialist Care (Disconnections) - anyone - as long as it meant I was sat on hold listening to that goddamned hold music for as long as possible.
I'm still yet to find a decent response to a customer saying "so what you're saying is, that I can take my number to another network, get a new phone for free and new connection, yet you won't give me a free phone to keep me on your network?". It's fucking annoying, because we all know it's true, and we all want to retain customers, but how? How?
Then the day gets worse, with me finding that previous agents had misinformed customers. Not about anything difficult either! How hard is it to work out, that with a £129.99 phone, when you get a £79.99 discount, the cost is £50? I mean really....... taking flak for other peoples' mistakes is not pleasant, as how can I apologise for their screwups? People being told that they can get this when they can't - Carphone Warehouse being arses (their technique is to send customers a letter saying "you may be eligible for a free upgrade", then when the customer responds and they have a premium to pay for an upgrade, direct the customer to us to explain "why we're blocking their upgrade". It's FUCKING annoying and I wish I could get a Carphone Warehouse dealer in my position and listen to what chaos they cause.
I was actually really annoyed, as this happened several times over the day, I found examples where people had been told that if they paid a certain amount, their lines would be unsuspended, when in reality because they were so far behind, they had to pay twice that amount. And it wasn't hard to figure that out either. OhOhOh, and the guy who told me he was reporting me (ME!) to Oftel, because I told him that because upgrades aren't part of your mobile Terms and Conditions, we didn't need to give notice if we changed the way they worked! *rofl* ME! Me, up in front of Oftel? I can just see that :)
*sighs*
(Though I must say, I think I may be guilty of one screwup today, I didn't notice something until I was closing the account window and by that point couldn't do anything about it.)
This afternoon, between 1515 and 1700, I took 26 calls. 26 calls in 105 minutes? Average handling time of 4.04 minutes (assuming no 'After Call Work' time), 14 calls per hour. Damnit, why couldn't my stats always look like that? :) Stats - we have to try to keep After Call Work time down to under 20%, AUX (kinda like, you're at the PC but not able to take calls, yet not in the ACW state) under 1%, calls per hour over 9 and aiming for 12 eventually (uhhhhhh?), and call handling time at or under 5 minutes. Hold time is a factor too, but don't know target for that.
These affect, or at least, when we finish probationary things, will affect our bonus payments. It's quite frustrating, after all, some of these things are out of our control.... what happens if you get a day where you end up taking nothing but difficult calls with high (first call) resolution times? But saying that, I guess it's the same for everyone, so what is there to complain about?
Last positive point? I had a lovely lady yesterday who I spent probably 30 minutes on the phone with, giving allsorts of help and information, who took my name and number and said she was going to write in a nice letter :) Awwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwww!!!!!! That makes it worthwhile taking the shit.
I'm still yet to find a decent response to a customer saying "so what you're saying is, that I can take my number to another network, get a new phone for free and new connection, yet you won't give me a free phone to keep me on your network?". It's fucking annoying, because we all know it's true, and we all want to retain customers, but how? How?
Then the day gets worse, with me finding that previous agents had misinformed customers. Not about anything difficult either! How hard is it to work out, that with a £129.99 phone, when you get a £79.99 discount, the cost is £50? I mean really....... taking flak for other peoples' mistakes is not pleasant, as how can I apologise for their screwups? People being told that they can get this when they can't - Carphone Warehouse being arses (their technique is to send customers a letter saying "you may be eligible for a free upgrade", then when the customer responds and they have a premium to pay for an upgrade, direct the customer to us to explain "why we're blocking their upgrade". It's FUCKING annoying and I wish I could get a Carphone Warehouse dealer in my position and listen to what chaos they cause.
I was actually really annoyed, as this happened several times over the day, I found examples where people had been told that if they paid a certain amount, their lines would be unsuspended, when in reality because they were so far behind, they had to pay twice that amount. And it wasn't hard to figure that out either. OhOhOh, and the guy who told me he was reporting me (ME!) to Oftel, because I told him that because upgrades aren't part of your mobile Terms and Conditions, we didn't need to give notice if we changed the way they worked! *rofl* ME! Me, up in front of Oftel? I can just see that :)
*sighs*
(Though I must say, I think I may be guilty of one screwup today, I didn't notice something until I was closing the account window and by that point couldn't do anything about it.)
This afternoon, between 1515 and 1700, I took 26 calls. 26 calls in 105 minutes? Average handling time of 4.04 minutes (assuming no 'After Call Work' time), 14 calls per hour. Damnit, why couldn't my stats always look like that? :) Stats - we have to try to keep After Call Work time down to under 20%, AUX (kinda like, you're at the PC but not able to take calls, yet not in the ACW state) under 1%, calls per hour over 9 and aiming for 12 eventually (uhhhhhh?), and call handling time at or under 5 minutes. Hold time is a factor too, but don't know target for that.
These affect, or at least, when we finish probationary things, will affect our bonus payments. It's quite frustrating, after all, some of these things are out of our control.... what happens if you get a day where you end up taking nothing but difficult calls with high (first call) resolution times? But saying that, I guess it's the same for everyone, so what is there to complain about?
Last positive point? I had a lovely lady yesterday who I spent probably 30 minutes on the phone with, giving allsorts of help and information, who took my name and number and said she was going to write in a nice letter :) Awwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwww!!!!!! That makes it worthwhile taking the shit.
tired