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VOC = A lot of bollocks
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PhoneMonkey
Regular Hater

Joined: 30 Apr 2008
Posts: 13

Posted: Thu May 15, 2008 4:04 pm Post subject:

keptman wrote:

chimp, you're not getting it. perhaps you're set up differently over the pond, but you don't simply blow off a customer to say "i'm going to research it". resolve the issue. but what really blows my mind, you said it yourself, you knew it to be a flaw. so...why no resolution? perhaps you've never heard of "don's tips" or any other tool available to you? for the life of me i can't understand why a tech needs to make an outbound call for other than a one line modem call. that my friend comes from being a tech AND moving into the CCO department. reps need to be in their seats taking the calls, utilizing the tools available to them. solve the issue, even if it's simply, hey this is a known issue and dell is aware but has no solution as of yet. don't you think that being honest would be best rather than jerk the customer around by saying you'll research it only to come up with the same problem and STILL NO SOLUTION to it? from call center ops view, calls are backing up because of people with your attitude of doing research. you deal with each caller, then you hit auto-in for the next one. again, other than a one line modem call, from an ops view, there is no other reason for an outbound call being made by an inbound tech, or chimp in your case. sorry dude. been there, done it.

OK, today alone the callbacks I needed to do -

1) Call a customer back for a heatcheck issue after a Banctec engineer made a complete pigs ear of installing a motherboard.

2) Guy had a failing HD but needed to get data off it. Talk him througha checkdisk and phone him back once it's done to book his replacement drive.

3) Guy who wasn't near his system to get the serial number for the AC Adaptor that needed replacing

4) 3 callbacks because line quality sucked balls

5) Two dropped lines in the middle of a call.

yet I still managed to get double my call target

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madterps
Regular Hater

Joined: 29 Jan 2008
Posts: 34

Posted: Thu May 15, 2008 7:13 pm Post subject:

biff's buddy wrote:

hmmm .... cell phone battery, cordless phone battery, line noise, powercycle.... there are ALL kinds of legitimate reasons for an inbound agent to be on an outbound call and perhaps CE is the biggest. As for utilizing resources, you had better make sure that these resources can be linked to a DSN article or you can and will be written up, particularly if one of these 3rd party resolves causes unforseen issues down the road..

BTW, CCO is at least as big a joke as QA, "Dell accolades" impress nobody here.

CCO is a big joke. Half of them are probably incompetent if you went by the scheduling that they do. Not enough people on Sunday or Saturday to handle the call, massive wait queue, etc. Why does CCO try tell other people how to do their jobs when CCO itself can't do its own job correctly.

The Professional
Regular Hater

Joined: 07 Mar 2008
Posts: 12

Posted: Sun May 25, 2008 1:35 pm Post subject:

Classic CCO moment last night. US holiday weekend, Ottawa completely understaffed due to layoffs, only a few people saffed in Pasay. There where litterally 50 techs answering the world's XPS calls. Needless to say, SLA's where through the roof.

FallenAngel
Super Hater

Joined: 21 Feb 2006
Posts: 1492

Posted: Sun May 25, 2008 3:32 pm Post subject:

The Professional wrote:

Classic CCO moment last night.

US holiday weekend, Ottawa completely understaffed due to layoffs, only a few people saffed in Pasay. There where litterally 50 techs answering the world's XPS calls. Needless to say, SLA's where through the roof.

And that's exactly how Dell wants it to be. The harder they make life for you there, the easier it'll be to just up and quit and forego any severance. You don't honestly think this is all a coincidence do you?

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