| Stupid is as stupid does Sometimes you get a rep who can really think on their feet. Or seat as the case may be. Some reps are quick to learn every srcreen and where every click box or option is and other aren't. New reps have to put customers on hold a few times until they come up to speed but good rep, bad rep, this is MY problem.
Most reps are just low level clerks. They have absolutely no decision making power at all. They muddle through things like billing inquiries or channel lineups but comes a real problem and most of the reps wll only offer wht their computer level will ;et them do. Anything beyond a simle task requires a supervisor. I always get a kick out of the rep that tell me there is no supervisor available at the moment. I ran a call center and aside form the time I was at lunch for a one period each day I was at my desk available to take calls.
When you DO get transfered to a supervisor you most likely will get dropped in the transfer. This is a way to get one more person off the phone and enable the staff to take another call in the queue. If that person calls back they have to start all over.
Some reps will put you on hold after they tell you they will transfer you to a supervisor only to take three or more calls in the queue. Eventually if you ever DO get to a supervisor it will be someone with only slightly more power than the person you just talked to and you still won't get anywhere. |
