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pmsumner at 06:51pm on 14/04/2003
pmsumner at 06:51pm on 14/04/2003Woke up late, stayed in bed even later. All this after watching the baseball on Channel 5 last night. I should be an American :) After getting up, headed into Glasgow for the hell of it - haven't been for a while. Parked up on the Great Western Road and wandered - didn't buy a thing, just wandered and explored. Then drove back home.
Finished Medal of Honour - final level was much easier than expected. Started on Medal of Honour Underground, which is slightly trickier. Paid some more money to Inverclyde council, 'cuz I'm sure I owe them something. Really need to call them tomorrow and find out if I'm up to date, then set up a d/d for the next payments.
I was mightily confused when I wanted to change the Price Plan on my 2nd T-Mobile line (the one I got to get a free phone - SIM card is still sat unused *S*) to something 50p/month cheaper. Tried to do it online, but it only let me choose an "Anytime" plan, which we removed from sale on the 1st April! Called them instead, and spent about a minute or two struggling with the IVR/EVA (you know, the menu systems), trying to persuade it to let me talk to someone! I thought I knew, but apparently my CLC (Customer Lifetime Contribution) thingie is so low, I ain't even worthy of talking to someone.
Sidenote - CLC ranges from T1-S4, with UN and PI thrown in for good measure too. T1 and T2 are our top spending and top money making customers. S1-S4 range from midpsend cust and high spend with high expenses (lots of time with outstanding balances) to me, who is S4 and spends so little it's hardly worth it. It's not necessary for all of the high ranking dudes to be spending shitloads, it's how much we make from them, so takes into account how many incoming calls they get, and who they get them from, and how much they cost us, and so on and so on.
I really fancy going to KFC. I have lots of food in the house though.
I want my Polo Shirt :)
Finished Medal of Honour - final level was much easier than expected. Started on Medal of Honour Underground, which is slightly trickier. Paid some more money to Inverclyde council, 'cuz I'm sure I owe them something. Really need to call them tomorrow and find out if I'm up to date, then set up a d/d for the next payments.
I was mightily confused when I wanted to change the Price Plan on my 2nd T-Mobile line (the one I got to get a free phone - SIM card is still sat unused *S*) to something 50p/month cheaper. Tried to do it online, but it only let me choose an "Anytime" plan, which we removed from sale on the 1st April! Called them instead, and spent about a minute or two struggling with the IVR/EVA (you know, the menu systems), trying to persuade it to let me talk to someone! I thought I knew, but apparently my CLC (Customer Lifetime Contribution) thingie is so low, I ain't even worthy of talking to someone.
Sidenote - CLC ranges from T1-S4, with UN and PI thrown in for good measure too. T1 and T2 are our top spending and top money making customers. S1-S4 range from midpsend cust and high spend with high expenses (lots of time with outstanding balances) to me, who is S4 and spends so little it's hardly worth it. It's not necessary for all of the high ranking dudes to be spending shitloads, it's how much we make from them, so takes into account how many incoming calls they get, and who they get them from, and how much they cost us, and so on and so on.
I really fancy going to KFC. I have lots of food in the house though.
I want my Polo Shirt :)
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KFC is finger-lickin' good! :-P
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It's part of a drive to push automation. The problem for us has came because the t-mobile customer base grew rapidly over the last year or so, and we've struggled to hit service levels (80% of calls answered within 30 seconds). Automation helps with this, but makes some of the customers unhappy.
I'm of the opinion "why should I waste my time and the company's time speaking to someone unless there is actually a need to?" If it can be done online/through an automated system, then so be it.
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*ponders* Apparently I am worth speaking to in person. ;-)
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If you call from a landline you are asked to enter your phone number to check if it's a t-mobile number or not. If it is, it's checked for the cust value and the same thing happens. If it's not, then you get bumped into a seperate queue specifically for people calling from landlines.