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jm
join:2003-09-21
Graceville, FL
 ·WildBlue
| reply to kungfu78
Re: NOW, I've have something to say SWBELL/SBC/DSL
said by kungfu78  :
"Hello can you provide your DSL phone number"
"What is the name on the account"
"Am I speaking to that person"
"Can you verify your DSL phone number"
"The number you have given me is xxx-xxx-xxxx"
"Can you provide your address"
"In case we get disconnected what is a number I can reach you at"
"The number you have provided as a callback is xxx-xxx-xxxx, is this correct?"
"Thank you, how can I help you today"
----the above takes about 5 minutes and is really annoying---
"I'm sorry for the inconvenience to you sir, i need to ask you some questions..."
"what kind of modem are you using?"
speedstream 5100
"what operating system are you using"
windowx xp.
"Are you able to access the internet right now"
No, I Just told you it loses sync every minute and the DSL is not working.
"Ok, sir, I do apologize. Are you at the computer now? I need for you to do a few things. Can you open internet explorer..."
--------------------------
"I can transfer you to a line technician. They will be able to fix your problem."
Thank you.
Silence.
So what are you doing now?
"I'm documenting this call, i apologize for the wait, it will just be one moment"
Silence.
Can you just transfer me to the line tech now?
"I'm still preparing the documentation sir, when I am finished I will be able to open a trouble ticket for you so that the line technician can assist you"
Silence.
How much longer is it going to take?
Silence.
All the above is scripted and required on each call, if any of it is not done, and the agent is being monitored, then they fail. I agree 100%, it is a pain in the a**. I never do any of the opening by script, unless I know I am being monitored. I also don't follow the stupid Call Flows.
Obviously most scripted agents don't think outside of the box, and pick the wrong Call Flow to follow, that is why they have you do those completley unnecessary troubleshooting steps. | |
whocares
Premium
join:2003-07-26
..
1 edit | Just an UPDATE
hello all,July 25th "kungfu78" & to all in the past WHENEVER I called to sbc tech support, I WOULD give my #,not even wait for the questions, yes your talking to,yes this is a good # to call me back on, and I NEED TO SPEAK to a teier 2 tech, and YOU weren't magically disconnected you WERE JUNG UP ON, when called back the so called tech's will tell you ""its YOUR isp,its your computer,its your modem, NEVER is it their fault or that they hung up on you,,,that WAS & IS IN THE PAST,
NOW (update) i don't even bother to call them,except to find out if a problem in our area.I either come here &as, or if i can't access the internet..
then its's
BY GOSSSSSSSSSSSSSH I'LL FIX YA,
I'll FFFFFFFFFFFFFFFFFF DISK you, (format computer)
which i haven't had to do since I quit talking or dealing with the over sea's personal.as i found out most are reading from a script,and have no idea what a computer does or
what the
"'thing a ma jig does when I pust the button and that "what's ya ma calls its go whoosh & pop big zap" and the screen has all these pretty cloros on it.
I like DSL/SWBELL products,( if i didn't i wouldn't spend $125.00-low to 185.00-high per month,,no not a business) or have every option I can get) but really turn against their overseas support help.."jaz" | |
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