An Ounce of Prevention
I always believe in the adage, "an ounce of prevention is better than a pound of cure". That's the reason why though I flounder on my personal life, I am a professional "dispute lover" when it comes to policies of the company. I don't know, maybe this is just borne by my being a frustrated executive or I was really born analytical (?).
Just this morning, I got a call from an Indian-American customer who was quite tech-savvy and very articulate. He said he was on the phone with a lady agent from Technical Support Department when all of a sudden he heard the Interactive Voice Recording (IVR) managing his expectation that calls are answered in the order that they are received. The customer was so upset he was furious talking to me and immediately asked if he's talking to an Advanced Tech Support Representative.....Out of my understanding that unscrupolous agent can transfer the call to another department or even put the customer back on queue if they find issues to be far-fetched from being resolved, and they know that they are being covered by their truant coaches, I answered the customer, "Yes you are."
Well there's no issue answering intricate questions from customer who are expecting they are talking to a 2nd level Rep as I have been handling the same technical questions for 2 years now but knowing that I am not a 2nd Level Support Rep and that I have to extend a lot of effort to make use of my soft skill to appease the customer is quite a headache.
Now another issue is that the QA Department is considering an enforcement of full disclosures during promotions and billing related customer service calls and imposition of a Non-Negotiable Behaviour rating for missing out a single disclosure doesn't seem to be rational. They should consider cleaning out the rotten system of barging of calls. Remember that in an 8 hour shift, a Technical Support Representative (TSR) receives an average of 45 calls. That means that in a 40 hrs weekly shift, an agent gets around 225 calls, only 10-15 of which are on e-Talk or recorded. With those recorded calls, only 2 are being rated by the Quality Assurance Specialists (QAS).
That means that while the adherent TSR's endure the churn of irate mis-informed customers, there are veteran agents who are messing up calls since they are covered by their coaches. Whew!!!!!
Just this morning, I got a call from an Indian-American customer who was quite tech-savvy and very articulate. He said he was on the phone with a lady agent from Technical Support Department when all of a sudden he heard the Interactive Voice Recording (IVR) managing his expectation that calls are answered in the order that they are received. The customer was so upset he was furious talking to me and immediately asked if he's talking to an Advanced Tech Support Representative.....Out of my understanding that unscrupolous agent can transfer the call to another department or even put the customer back on queue if they find issues to be far-fetched from being resolved, and they know that they are being covered by their truant coaches, I answered the customer, "Yes you are."
Well there's no issue answering intricate questions from customer who are expecting they are talking to a 2nd level Rep as I have been handling the same technical questions for 2 years now but knowing that I am not a 2nd Level Support Rep and that I have to extend a lot of effort to make use of my soft skill to appease the customer is quite a headache.
Now another issue is that the QA Department is considering an enforcement of full disclosures during promotions and billing related customer service calls and imposition of a Non-Negotiable Behaviour rating for missing out a single disclosure doesn't seem to be rational. They should consider cleaning out the rotten system of barging of calls. Remember that in an 8 hour shift, a Technical Support Representative (TSR) receives an average of 45 calls. That means that in a 40 hrs weekly shift, an agent gets around 225 calls, only 10-15 of which are on e-Talk or recorded. With those recorded calls, only 2 are being rated by the Quality Assurance Specialists (QAS).
That means that while the adherent TSR's endure the churn of irate mis-informed customers, there are veteran agents who are messing up calls since they are covered by their coaches. Whew!!!!!
posted by andy in the country at
10:30 PM
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