guyver01
Lifer
- Sep 25, 2000
- 22,135
- 5
- 61
sure..
AHT = Average Handle time (how long you handled a call, including hold time and wrap time)
AWT = Average Wrap time (how long you took after the call ended, to go back into available (or take the next call)
ASA = Average Speed of Answer (how long it took you to answer the calls sitting in queue
NCH = Number of Calls Handled
we also have an AHD = Average Hold time (how long you keep a customer on hold) our goal is 30
everything is in SECONDS.
Monitor scores are rated on a scale of 1-4 (one meaning handled it poorly, four meaning handled the call excellently)
You have about 15 items you are graded on, and your score is the average.
That is why there are things called "unions" nik, but you are republican so you probably think they are bad.
It might be the best thing for ya to quit. In a way I hope I get laid off from my job. I know my attitude wil pick up and my home life will get alot better. I hate this place, and no one gives a rats a$$ any more. I'm already looking into a small buisness for myself so that when and if I get the boot I'll have another way to make a few bucks.
I have been here 15 years and have had enough. More then 30,000 poeple have got the boot so if I'm to be next, bring it on.
I have been here 15 years and have had enough. More then 30,000 poeple have got the boot so if I'm to be next, bring it on.
guyver01
Lifer
- Sep 25, 2000
- 22,135
- 5
- 61
nope.. time per call is how the budget is made. If your tech spends 2 hours on a call, he is costing you more per call, and handling less calls.
In a call center environment, it costs you approximately $1/second for each call.
A 20 minute call will cost you $1,200.
It's all about getting the most for your money.
Damn man... go union.... Benefits, great pay, and it's almost impossible to get fired unless you injure someone...
And did I mention great pay... the only caveat is the hours... 10 hour days... 7-5:30
Do it for one year, and you'll be able to pull clear..
I think it sucks that the Mod gave nik the boot for the holiday season.
Christ. Have a heart for gods sake.
Christ. Have a heart for gods sake.
Wow, wow, wow.
Welcome to the world of call center politics.
Nik, but the higher the call volume, the better the handle time. You have more of a chance to ballance it with the variety of calls you get.
I work a night shift
If you think your call volume is high, come work at NHD.
If you can't keep your handle time on stat, then it is YOUR fault.
Try working a day shift at NHD and being in que ALL day, for the WHOLE shift.
The only people higher then you are NOC? What about NHD/OTE?
Welcome to the world of call center politics.
Nik, but the higher the call volume, the better the handle time. You have more of a chance to ballance it with the variety of calls you get.
I work a night shift
If you think your call volume is high, come work at NHD.
If you can't keep your handle time on stat, then it is YOUR fault.
Try working a day shift at NHD and being in que ALL day, for the WHOLE shift.
The only people higher then you are NOC? What about NHD/OTE?
Let me say as a person who has done customer service, a bit less techie than tech support that cutting call times is basically giving the customer the shaft, one way or another because there is just no way a person can cut call times to any significant degree and still do the call the right way. I can not for the life of me imagine of all things cutting Tech Support calls to 3 minutes (Was that for this company in question?).. that's basically outrageous.
The people that work these calls should know how long an average call should be and once they are forced to go significantly below it, someone is getting the shaft. And that person is the customer, and everyone else who waits in queue. So if you think this is perfectly fine for a company to do this in the name of business keep it in mind the next time you have in-experienced or rude people that hang up on you in a split second or put on hold for half an hour, because it is exactly this kind of policy that gets people like this employed.
Plus having a tremendous turn-over (because of poor working conditions or poor pay <-- often the case) also means that you get to deal with people who don't know what they're doing and make mistakes. Hence hacking away and firing your most experienced people is the worst thing you can do, because you'll just be left with all the green people.
I worked for a company that had pretty poor response times because of how poorly they paid their workers and this company is doing nationwide service calls for people business's and equipment. Imagine sitting on hold for 20 minutes - 1hr while your business is completely disabled and the people who are supposed to fix it don't know what they're doing because they're all paid $8/hr and leave the company as soon as they can.
The people that work these calls should know how long an average call should be and once they are forced to go significantly below it, someone is getting the shaft. And that person is the customer, and everyone else who waits in queue. So if you think this is perfectly fine for a company to do this in the name of business keep it in mind the next time you have in-experienced or rude people that hang up on you in a split second or put on hold for half an hour, because it is exactly this kind of policy that gets people like this employed.
Plus having a tremendous turn-over (because of poor working conditions or poor pay <-- often the case) also means that you get to deal with people who don't know what they're doing and make mistakes. Hence hacking away and firing your most experienced people is the worst thing you can do, because you'll just be left with all the green people.
I worked for a company that had pretty poor response times because of how poorly they paid their workers and this company is doing nationwide service calls for people business's and equipment. Imagine sitting on hold for 20 minutes - 1hr while your business is completely disabled and the people who are supposed to fix it don't know what they're doing because they're all paid $8/hr and leave the company as soon as they can.
That isn't true at all. If you punt people left and right you're going to get caught.
If you are good at your job, and know the symptoms and the fixes, you'll reach your handle time and do your job well.
The problem in my mind is not the people that can solve people's problems faster, it's people that cut corners to make that extra 5 or 10% bonus the want. I suppose it's partly a matter of perception exactly where that line is between cutting corners and being good and fast. In Customer Service, esp. more so than Tech support, cutting corners will usually mean making more mistakes somewhere... usually by not informing people of things they should know and not going out of the way to make sure things are o.k. with the customer's account. For example if a customer calls you about some simple minor little thing and you notice the customer has a $500 bill
You could (1) say nothing and wait till they get the bill or (2) prepare yourself for a long call.Is this the only company that does the service for ATTBI, or are there others? I might want to avoid them in my jobsearch.
Originally posted by: ffmcobalt
Originally posted by: gopunk
even if i had a camera with me, pics would not do her justice... she demands to be seen in 3d! aieee.
sorry for hijacking your doublepost btw ffmcobalt. you should reduce your call times by hanging up on people prematurely
We get fired for hanging up on one customer even once.
There's a company that needs to be shutdown..
why are you working there? i'd leave if they told me that.. i'd tell them to stuff it huge as i walked out the door..
then i'd pull a milton and burn the building down.
Yield
Hanging up on people is serious. Why? Because its fraud.
This is contracted work. Outsourced tech support.
If we hang up on someone, the company gets payed, and the company that is PAYING for the service loses money on that call.
The company is payed PER call.
Hanging up on people is serious. Why? Because its fraud.
This is contracted work. Outsourced tech support.
If we hang up on someone, the company gets payed, and the company that is PAYING for the service loses money on that call.
The company is payed PER call.
Depends on the reason for the hangup though. If there's a legitimate reason, then I don't see why not. If someone is being a real dick and swearing his head off at me, insulting me, and treating me like dirt do you think I will tolerate that? No. I'd kindly warn him and if it continues I'll simply say thankyou for calling but I'm not going to listen to any more of this and hang up.
But hanging up for the sake of lowering call times is of course a no no.
But hanging up for the sake of lowering call times is of course a no no.
Well that's an F-ing gay job then isn't it.
"but somebody has to do it!!"
well that somebody that doesn't like it, won't do it!
that includes me.
screw that.
That's a shame...ATTBI has some of the worst customer service ever and I'd hate to see them lose a good tech too....I swear it takes a year to get anything done w/ ATTBI
"I can't ping out"
"Did you power cycle?"
"Yes"
"POWER CYCLE AGAIN!"
"didn't work"
"alright we'll create a ticket"
"tier 2 whats your ticket #"
"o we don't know whats up we'll send out a line technician"
blah blah blah this happens once every few monthes
"I can't ping out"
"Did you power cycle?"
"Yes"
"POWER CYCLE AGAIN!"
"didn't work"
"alright we'll create a ticket"
"tier 2 whats your ticket #"
"o we don't know whats up we'll send out a line technician"
blah blah blah this happens once every few monthes
LOL.
We have to go through the same process.. in the sense that, if you have something more "serious" going on with your connection.. we have to get approval from mentors/mods/sr techs, and if we didn't do those REDUNDANT steps over again, they aren't going to approve you to go anywhere.
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