When problems aren't resolved you feel like you failed and you get people who blame you for the problems. The only thing I can do is add some coding and book a technician. The reality is whatever I can do you can do from your end. You will get several angry customers who just want their stuff fixed from over the phone. My training class had 33 people there is 5 of us left pretty sure soon to 0. Also working there the faces change often the turn over really is unreal. Spectrum has all these random stupid events like serving food popcorn or playing board games. 3rd compliment I got I didnt submit but expressed my frustration over Skype messages and my sup listened to the call and gave me the points. Second compliment my sup wasnt there asked another sup he listened and placed it right away I got it that instant moment. She never submitted my call and when I brought it up to her she would lie to my face and say she did. My first compliment my supervisor was off I called another sup and she listened on the call and congratulated me. You get 25 points and they advertised to spin a wheel or shoot a basket but that hasn't happened not once. When you get a customer compliment you are suppose to get a supervisor to listen on the call or answer it and submit the call for points. The supervisors job is to just make sure they coach their agents but majority of the time they are missing always doing some random event for the company or playing pool in the recreational room. The job is very stressful and full of lies. Also emphasize the survey separating yourself from the company and how you tried to help. Try to educate the customer on how to troubleshoot so they won't need a tech to keep down your TRP. You must also solve the problem that the customer wont call for a week so it wont bring your FCR. So I get a lot of internet calls that I need to transfer bringing down the transfer metric. If I receive an internet call I try to see if it can be an easy fix but cant troubleshoot. You should make the call under 8 minutes, follow your scope of support, make sure the customer is satisfied with the resolution and mention the survey. Follow the troubleshooting trees and track the conversation of the call. Provide a power statement on how you can help showing empathy and building rapport. You start a call by verifying the customer and ask for the reason of the call. AHT average handle time, trp truck roll prevention, FCR first call resolution, transfer, schedule adherence and VOC voice of the customer. ![]() Now the expectations of the job is to meet the metrics which is based on. The calls are one after the other I can answer at least 60 calls in a day but on average 30 to 45 calls. After a month when you get on the phones it becomes a really stressful job. The training was fun you meet a lot of people and make connections but you really dont learn the job well. So I get the job pretty easy but was recommended from somebody who worked there. I asked why the turn over rate was so high and she responded that people usually move up in the company. ![]() I wanted to have an early shift when I spoke to HR they told me that maybe after 6 months it's available I can change. The interview was very easy it seemed that they would hire anybody. The job is heavily based on metrics and it's a slightly competitive environment. I'll start off from the interview, they started with a tour and showing off all the perks at work. I work in the NYC area for video repair department. I am still a current employee but considering it to be my last week.
0 Comments
Leave a Reply. |