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Cellular Phone Forum / Providers / ATT Wireless / August 2007burned by rep
A certain cellular company that required that our 2 phones be replaced because they will no long support TDMA gave false quotes on the plan we would have after phone replacement. When I called to complain, the electronic notes in their system falsely represented the phone call. At first I thought the guy had been incompetent. However, his detailed false notes meant that he was being dishonest. The new rep that I was complaining to was nasty because she believed the guy's notes. I gather I have 30 days to change to another company. Why should I have to pay 50% more because THEY decided to transition out of TDMA? I wish I had a tape recording of the phone call. If they can record me, I can record them. > A certain cellular company that required that our 2 phones be replaced > because they will no long support TDMA gave false quotes on the plan we [quoted text clipped - 13 lines] > I wish I had a tape recording of the phone call. If they can record me, I > can record them. T-Mobile prepaid. >A certain cellular company that required that our 2 phones be replaced >because they will no long support TDMA gave false quotes on the plan we [quoted text clipped - 13 lines] > I wish I had a tape recording of the phone call. If they can record me, I > can record them. If only it were that simple. Or legal. You would be required, as would the "certain cellular company", to inform the party being recorded that they were being recorded. You may even be required to provide an auditory signal (beeps) to indicate that recording was taking place. Get everything in writing. Don't agree to anything until you see the written contract. >>A certain cellular company that required that our 2 phones be replaced >>because they will no long support TDMA gave false quotes on the plan we [quoted text clipped - 20 lines] > everything in writing. Don't agree to anything until you see the written > contract. Sorry, but once one party in the conversation mentions (notifies) the call "may" or "might" be recorded that legally opens the door for any other party in the phone conversation to record. I don't know about you, but anytime I call ANY customer support line the first thing you hear (after pushing all the menu buttons) is something like "this call may be recorded for quality assurance purposes". Let me tell you, once you let one of these 'uncooperative' csr's know you too are recording, they usually hang up! > I don't know about you, but anytime I > call ANY customer support line the first thing you hear (after pushing all > the menu buttons) is something like "this call may be recorded for quality > assurance purposes". Let me tell you, once you let one of these > 'uncooperative' csr's know you too are recording, they usually hang up! From my call center quality assurance management position, I can tell you that ALL the calls are very not likely recorded. Typically they set up a schedule to randomly record an agents calls a few times a week or a month, and then randomly decide what call to listen to days or weeks after the call was recorded to see if the agent met the required metrics as per contract policies, i.e. say the caller's name at least twice, feel empathy for the issue, ask if there is anything more the agent can do, repeat the problem back to the caller in agent's own words, etc...etc... To think you can demand them to listen to your specific call, is not going to happen. Now in your case...knowing that changing the number would not fix a dead coverage area, why...why...would requested a number change. Ergo, she didn't cover ther tracks very well. > From my call center quality assurance management position, I can tell you > that ALL the calls are very not likely recorded. I helped set up a call center recording system; ALL calls are recorded, without the rep knowing, and the supervisor can sit down and not only listen to the calls, but watch a movie of what the rep did on the computer while talking on the phone. It's all automatic. The system is that the phone plugs into the ethernet jack in the wall, and the computer plugs into the phone. The computer runs phone software that manages absolutely everything. And absolutely everything, every voice call and everything that happens on the screen, is recorded. It is then up to the supervisor to use that tool properly. But everything is there for the supervisor to see and hear. >> From my call center quality assurance management position, I can tell you >> that ALL the calls are very not likely recorded. [quoted text clipped - 3 lines] > listen to the calls, but watch a movie of what the rep did on the > computer while talking on the phone. True...in some environments, management may want everything record. It depends from company to company. > It's all automatic. The system is that the phone plugs into the > ethernet jack in the wall, and the computer plugs into the phone. The > computer runs phone software that manages absolutely everything. And > absolutely everything, every voice call and everything that happens on > the screen, is recorded. The name escapes me at the moment (it was over ten years ago), but I recall a leader in this technology originally developed it for cruse ships. Just as I was leaving the call center, they started incorporating the screen captures. > It is then up to the supervisor to use that tool properly. But > everything is there for the supervisor to see and hear. "to use that tool properly" very so! Where I worked, the quality assurance were always at odds with team leaders... which was expected as we had different agendas - they were department driven and I was company driven. I kept scoring scoring the agents with an average of 60% score, but team leaders had 90%. That's why we had weekly calibration sessions. Turned out there was one major metric that they didn't understand and always checked it off a.s 100% compliance. /snip > From my call center quality assurance management position, I can tell you > that ALL the calls are very not likely recorded. Typically they set up a [quoted text clipped - 4 lines] > for the issue, ask if there is anything more the agent can do, repeat the > problem back to the caller in agent's own words, etc...etc... /snip /begin rant on a side note, the things I hate the most are exactly those metrics you list, esp the bit about feeling empathy. If I call with a problem I want the issue fixed, without losing 20 minutes of my life on hold, navigating menus, and listen to someone tell me over and over that they are sorry.... /end rant Cubit Wrote: > A certain cellular company that required that our 2 phones be replaced > because they will no long support TDMA gave false quotes on the plan w [quoted text clipped - 19 lines] > me, I > can record them TDMA is old technology. The first AT&T used TDMA, and original AT& customers were mad when they had to get GSM Cingular plans, and tha was almost 2 years ago. Im surprised that you still even have TDM phones. They have to be at least 2.5 years old, which is ancient i this industry. You can't expect them to support your legacy hardwar forever Cubit;1192806 Wrote: > A certain cellular company that required that our 2 phones be replaced > because they will no long support TDMA gave false quotes on the plan w [quoted text clipped - 19 lines] > me, I > can record them Some more news for you today: 'AT&T leans harder on TDMA customer bas - Engadget Mobile' (http://tinyurl.com/yu3ckk >A certain cellular company that required that our 2 phones be replaced >because they will no long support TDMA gave false quotes on the plan we [quoted text clipped - 13 lines] > I wish I had a tape recording of the phone call. If they can record me, I > can record them. In case anyone is interested in my old thread, the phones have been returned to the cell company, and the service cancelled. |
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