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Had someone explain to me how receiving an estimated bill was similar to the time they were raped by a minority when they were homeless. I'm glad I didn't tell her we do it every other month.
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Mar 10, 2015 08:18
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DariusLikewise posted:Operations isn't a bad place to be, its definitely a lot easier working through support tickets and monitoring the network then it is answering calls. Unless they really do something to gently caress you over(which does happen from time to time there admittedly) just keep a positive attitude, maybe do a job shadow and they are willing to move you around. I've been doing a lot of job shadowing. We'll see if I get the boot, but so far I'm optimistic.
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Mar 10, 2015 08:46
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So my gig as a fruit tech was short lived. I was basically given a choice to get over 20 perfect CSATS in 2 weeks or walk out. It was a decent experience and I learned a lot within the 3 months, but I'm happier now that I don't have to validate my nationality every day to strangers over the phone. It was annoying the moment I say I'm from the states people start to treat me better. Who gives a gently caress where I am as long as I can fix your over-priced computers. Oh and not having to turn my phone on and off 10 times a day anymore is nice too.
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Mar 10, 2015 18:56
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Unfortunately, it's a legitimate concern. Offshore call centers often aren't as empowered as domestic ones, and if they're cheap, their language and CS skills are often lacking as well. I work for a huge company and our domestic call center is empirically better than our Filipino one. Granted, we're paying the center in the Philippines virtually nothing compared to our American one, but still...
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Mar 10, 2015 19:30
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What blows my mind is third party centres do not have near the latitudes first party does. If I ever do anything with telecom in Canada I'm gonna make drat sure I'm talking to someone in a corporate call centre.
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Mar 10, 2015 22:19
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Blue_monday posted:What blows my mind is third party centres do not have near the latitudes first party does. If I ever do anything with telecom in Canada I'm gonna make drat sure I'm talking to someone in a corporate call centre. That's because when you outsource you agree a very specific contract with SLAs, handling times and exactly what the agents can and can't do. You generally outsource for quantity rather than quality - not to say you can't get both but you usually have to choose if you want it to be worth doing over just employing more agents in house.
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Mar 10, 2015 22:22
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Absolutely. And the one I worked for paid their corporate agents something like twice what we made. They also got sales training and all sorts of incentives for different metrics. When I worked there I don't think we had any sort of 'extras'. I don't miss working there a single bit. As a side note, I worked for DE as well and I really don't understand how useless you have to be as a person to rent a water heater.
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Mar 10, 2015 23:41
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Don't you just love it when someone gets angry that you have access to their information when they called you to ask about their information?
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Mar 11, 2015 03:03
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Chicken Doodle posted:Don't you just love it when someone gets angry that you have access to their information when they called you to ask about their information? Always. But if someone is a jerk about verification, imagine how they are with everything else? One time I had a lady go off when I asked her to verify her phone number and the last 4 digits of her social. Her: "Why do I have to tell you thay? Huh? WHY DON'T YOU GIVE ME YOUR PHONE NUMBEE AND LAST 4 OF YOUR SOCIAL?" Me: "Because I didn't make an call to you asking for personal information on my insurance policy. Now, may I have your phone number and the last 4 of your social." She was still a bitch, but we got through the call after that.
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Mar 11, 2015 03:30
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blackmet posted:Always. But if someone is a jerk about verification, imagine how they are with everything else? The few I got like that usually ended up with them giving me their full SSN, Name, Address, Blood type, kids name, mom's maiden name... Thanks guy, next time get someone unscrupulous that's going to steal everything you have.
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Mar 11, 2015 13:21
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Blue_monday posted:What blows my mind is third party centres do not have near the latitudes first party does. If I ever do anything with telecom in Canada I'm gonna make drat sure I'm talking to someone in a corporate call centre. All I know is the Corporate call centre near my office for the Canadian company starting with an R plays beach vollyball every Friday during the summer, so it's a good day.
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Mar 11, 2015 16:00
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Chicken Doodle posted:Don't you just love it when someone gets angry that you have access to their information when they called you to ask about their information? It's funnier when you have to make outbound calls to people and put them through data protection questions. "Hello, it's Fil5000 from <their bank>, is it a good time to talk?" "Yes." "Ok, great, could I just confirm your date of birth and your postcode?" It's amazing how many people actually give that stuff out over the phone when they're not actively expecting a call.
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Mar 11, 2015 16:04
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Radbot posted:Unfortunately, it's a legitimate concern. Offshore call centers often aren't as empowered as domestic ones, and if they're cheap, their language and CS skills are often lacking as well. Understandable, but the decision to outsource (and doing a lovely job of it) is on the company or the client. So people should be filing complaints to corporate instead of getting annoyed when they hear a person with an accent on the phone.
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Mar 12, 2015 04:01
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Revalis Enai posted:Understandable, but the decision to outsource (and doing a lovely job of it) is on the company or the client. So people should be filing complaints to corporate instead of getting annoyed when they hear a person with an accent on the phone. This isn't even limited to Americans. I take Spanish calls for my company (mostly people from right across the border in Nuevo Leon) and they actually prefer to hear an accent on the phone. I've had Spanish calls transferred to me from native speakers because they wanted "someone in the United States", despite the fact the native speaker they're talking to is literally 5 feet from me.
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Mar 12, 2015 04:40
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Fil5000 posted:It's funnier when you have to make outbound calls to people and put them through data protection questions. Yeah I got a call like that and then they were asking for my social security and I was like "uhhhhh I don't think so." RICHUNCLEPENNYBAGS fucked around with this message at 02:19 on Mar 13, 2015 |
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Mar 13, 2015 02:13
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RICHUNCLEPENNYBAGS posted:Yeah I got a call like that and then they were asking for my social security and I was like "uhhhhh I don't think so." Yeah, I was always surprised I didn't get more people pushing back. The few that I did I told to go to the bank's website and get the phone number and call in if they didn't believe me, which actually convinced about half of them that I was actually on the level.
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Mar 13, 2015 14:39
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Fil5000 posted:Yeah, I was always surprised I didn't get more people pushing back. The few that I did I told to go to the bank's website and get the phone number and call in if they didn't believe me, which actually convinced about half of them that I was actually on the level. "You seem to already know me, and you called me. Why don't you verify your SSN to me?" I always call them back. Always. The most I'll ask is what department to look/listen/ask for.
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Mar 13, 2015 15:44
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Does anyone have experience with the education reimbursement options some of the bigger call centers have? I have a job doing something I enjoy right now, but the hours and wages are about to drop like a rock. That's left me looking at a cellphone CSR call center job that has surprisingly good hourly pay and benefits for the area. The idea is soul-crushing to me though. I'm pretty introverted so talking to people nonstop for an entire shift seems like something that would burn me out fast. What I'm most curious about is what kind of doors has this sort of work opened for people. The education reimbursement sounds amazing on paper, but something tells me that pursuing a degree (Even those night-shift MBAs) while working somewhere that has performance-based shift changes every 6 months would be more or less impossible. I'm pretty down about it because I hate to feel like I'm walking into a job where I'm going to stagnate and hate it from day one, but decent paying jobs here seem really limited and most stuff that recruiting agencies I've talked to have available pay considerably less. Meow Tse-tung fucked around with this message at 11:42 on Mar 17, 2015 |
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Mar 17, 2015 10:58
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Radbot fucked around with this message at 05:56 on Mar 20, 2015 |
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Mar 17, 2015 14:42
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Meow Tse-tung posted:Does anyone have experience with the education reimbursement options some of the bigger call centers have? Be careful about this. The major insurance call center I worked for bragged about their education reimbursement benefit for all employees, but when you asked human resources about it, they would only pay for education that would make you eligible for one of their jobs. Also, because all of their jobs required two years of experience (and being a call center employee, you probably would not have two years of administrative/nursing/business/etc experience), you would be deemed unfit for the job and thus unfit for the reimbursement. Like, the lady said "You're right, a BSN would be one of the qualifications for a worker's compensation position. But we also require a minimum of three years nursing experience, and you don't have that so we couldn't pay for the degree.  "I cried at work that day. legsarerequired fucked around with this message at 19:48 on Mar 17, 2015 |
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Mar 17, 2015 18:03
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Meow Tse-tung posted:Does anyone have experience with the education reimbursement options some of the bigger call centers have? I have a job doing something I enjoy right now, but the hours and wages are about to drop like a rock. That's left me looking at a cellphone CSR call center job that has surprisingly good hourly pay and benefits for the area. Guy I work with got an MBA from work reimbursement. He then applied to move up to a supervisory position, the director of our dept told him in the interview (so he claims) "you aren't better than anyone just because you have a masters degree." A funny sentiment, we'll buy you a masters but we won't let you use it for our benefit!
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Mar 17, 2015 18:37
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legsarerequired posted:Be careful about this. The major insurance call center I worked for bragged about their education reimbursement benefit for all employees, but when you asked human resources about it, they would only pay for education that would make you eligible for one of their jobs. Also, because all of their jobs required two years of experience (and being a call center employee, you probably would not have two years of administrative/nursing/business/etc experience), you would be deemed unfit for the job and thus unfit for the reimbursement. I worked at a large ISP, and it was similar. If it did not pertain to your job, they wouldn't' pay for it. You also couldn't do any certs for tech jobs there, you had to take a full on class, and had to pass with a C for them to reimburse.
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Mar 17, 2015 18:40
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jassi007 posted:Guy I work with got an MBA from work reimbursement. He then applied to move up to a supervisory position, the director of our dept told him in the interview (so he claims) "you aren't better than anyone just because you have a masters degree." A funny sentiment, we'll buy you a masters but we won't let you use it for our benefit! Well I mean who cares; the hope would be that whatever degree you get you can use somewhere else. At least that would be my hope.
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Mar 18, 2015 05:39
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RICHUNCLEPENNYBAGS posted:Well I mean who cares; the hope would be that whatever degree you get you can use somewhere else. At least that would be my hope. Sure, I find it humorous that the company took that stance though. "Don't try to use that education we paid for in our company mister! Do you think your better than me!" So my supervisor is making his daily calls begging people to work OT and this thought popped into my head. "Here at Atlantic Overtime, we offer all the overtime you can overtime! We never have enough staff on hand, guaranteed!"
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Mar 18, 2015 15:51
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Pretty much every day workforce in my call centre sends out a mass e-mail piteous getting people to take extended hours, and every time people delete them unread while laughingly dismissing it as spam. Hey, crazy idea, if you didn't fire all those people who didn't quit over the holidays you'd have decent staffing!
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Mar 19, 2015 14:07
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Mad Hamish posted:Pretty much every day workforce in my call centre sends out a mass e-mail piteous getting people to take extended hours, and every time people delete them unread while laughingly dismissing it as spam. Hey, crazy idea, if you didn't fire all those people who didn't quit over the holidays you'd have decent staffing! People devour OT that's offered where I work. Once you get over 9 hours OT in a week, it's double time instead of time and a half, so you get people working 20-30 hours OT a week, every week if they can. Insanity, if you ask me.
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Mar 19, 2015 19:52
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you ate my cat posted:People devour OT that's offered where I work. Once you get over 9 hours OT in a week, it's double time instead of time and a half, so you get people working 20-30 hours OT a week, every week if they can. Insanity, if you ask me. I'd work more overtime for double time. I mean there is an amount of money that I would do more of this nonsensical job for, it just isn't 1.5x
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Mar 19, 2015 19:53
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you ate my cat posted:People devour OT that's offered where I work. Once you get over 9 hours OT in a week, it's double time instead of time and a half, so you get people working 20-30 hours OT a week, every week if they can. Insanity, if you ask me. I don't understand how people do it. Fulltime is more than enough call center work.
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Mar 20, 2015 00:40
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RICHUNCLEPENNYBAGS posted:I don't understand how people do it. Fulltime is more than enough call center work. I did an 80 hour week at work over Christmas. There was not enough alcohol in the house.
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Mar 20, 2015 02:11
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Gothmog1065 posted:I did an 80 hour week at work over Christmas. There was not enough alcohol in the house. We did mandatory 70 hour weeks for almost 2 months after Hurricane sandy. By week 2 I could barely remember my own name. Holy poo poo did I make a lot of money though. Came out somewhere around $2500/week after tax.
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Mar 20, 2015 02:44
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I do a lot of OT since i'm work from home, I can't justify not doing at least 2 hours on my day off from 7-9AM, I mean what the hell else was I going to do?
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Mar 20, 2015 03:01
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RICHUNCLEPENNYBAGS posted:I don't understand how people do it. Fulltime is more than enough call center work. This is me. I start to go crazy toward the end of each week as it is. I put in a 100 call day (way above average at my center) today, just because I hit 50 before lunch and it makes me feel... not good, maybe just busier. Call 101, two minutes before the end of my shift, is an elderly woman spaced out of her loving mind on old people pills. I got a half hour of OT there and it's about all I ever want. Inspector Hound fucked around with this message at 04:05 on Mar 22, 2015 |
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Mar 22, 2015 03:31
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Loving Life Partner posted:Maybe, if you're referring to Direct Energy
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Apr 6, 2015 01:36
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I asked in the insurance thread but might as well ask here too - any opinions on working for Geico? I'm a finalist for a Customer Service job and am wondering if I should run the hell away like some other people are advising me to do.
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Apr 10, 2015 03:56
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EugeneJ posted:I asked in the insurance thread but might as well ask here too - any opinions on working for Geico? I'm a finalist for a Customer Service job and am wondering if I should run the hell away like some other people are advising me to do. Yes. The pay isn't terrible and I lasted about two years before I couldn't do it anymore. Lots of typical call center micromanaging and stupid goal changes (example: they got rid of average handle time as a metric so we could 'focus on serving the client and their needs and not worry about the clock' but at the same time bumped UP the total required number of calls per day which....averaged out to an even lower average handle time.  )
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Apr 10, 2015 15:56
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supkirbs posted:Yes. The pay isn't terrible and I lasted about two years before I couldn't do it anymore. Lots of typical call center micromanaging and stupid goal changes (example: they got rid of average handle time as a metric so we could 'focus on serving the client and their needs and not worry about the clock' but at the same time bumped UP the total required number of calls per day which....averaged out to an even lower average handle time. Yeah I didn't like how the interviewer specifically told me "you will never finish your shift on time" and to expect lots of overtime. Is the rumor that you get fired for taking bathroom breaks longer than 5 minutes true?
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Apr 10, 2015 16:14
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EugeneJ posted:Yeah I didn't like how the interviewer specifically told me "you will never finish your shift on time" and to expect lots of overtime. More like bathroom breaks outside of your normal break periods at all (which were 2 15s and a 30 minute lunch for the 10 hour shift iirc). And our section was about a 5 minute walk from the closest bathroom in the first place which sucked. It's not insta-fire but they watch any non-scheduled-break time like hawks and you will get sat down by your supervisor about it. And yeah, you have to stay logged into the phones until your official scheduled off time (to the second) so if you get a call right before it you end up staying anywhere from 5 minutes extra to an hour depending on the call. If you need a job the pay isn't bad and the training period was kind of fun but things will grate on you the longer you stick around.
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Apr 10, 2015 20:03
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What's workforce/queue/scheduling management and/or analysts and what do they do?
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Apr 11, 2015 14:39
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GiveUpNed posted:What's workforce/queue/scheduling management and/or analysts and what do they do? Workforce planning/analysis is all about properly scheduling staff to meet expected demand. It may or may not involve some forecasting elements as well. Edit: I do forecasting and capacity planning for a fairly big multichannel contact centre, so can go into more detail if you want. Fil5000 fucked around with this message at 15:29 on Apr 11, 2015 |
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Apr 11, 2015 15:06
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I'm curious if anyone else in the thread began a mini-campaign against management by reporting labor violations on the anonymous hotline, keeping a list of unethical emails between management and employees and forwarding them to HR after quitting, etc.
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Apr 11, 2015 15:31
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