AHT

I have some concerns that don't appear to be getting addressed when I direct them to my superior.

In response to Mr. Kings email: Maybe we have a high AHT today because of incomplete installs where the tech just left the customer with the modem and told them they were good to go and to call in to us to get everything set up. Not only is this (and it happens way too often) causing distrust and annoyances with our customers, it's also doing the same to that field tech, or contactors, internal customers as well. Is it any wonder many customers all but refuse to upgrade if they have to have a tech out? Maybe also, there are some people working today, who for various reasons, really need to be off but can't afford to because they're either loose their job or they'll be out on much needed cash? Maybe someone has a family member in the hospital dying, but God forbid if they want to spend time with them, selling more products is more important to a company with a stock that reached less 90 cents the past week, and has remained under a dollar for the better part of a year?

We are staffed just fine if everyone works together, but where should our focus be? Amy telling her team to ignore AHT and do anything we can to get an RGU, corporate saying to lower AHT most importantly today, and get some RGU's while we're at it. Constant flip-flopping from one side to the next. Should I ignore who I directly report to and go with corporate and face insubordination and termination as Amy has stated such actions would be, by not following her words exactly?

This is the same supervisor who told me that working 12 hours didn't give me a 3rd break because it'd have to be 4 overtime hours, not a 10 hour shift with 2 hours overtime. Sorry bitch, but the law's the law, 4 hours=1 break, doesn't matter what format it's done in, just so long as it's straight hours.

Fuck this, I'm moving to Utah.

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From: King, Thomas
Sent: Saturday, March 22, 2008 1:24 PM
To: DL Louisville VAS Team
Subject: AHT on Weekends


Hello.



We understand there are staffing challenges on weekend. We also understand that customers sometimes wait to call us until the weekend. And in theory, we understand that this is a business with business needs.



Today I am being informed by Workforce that a very high ranking executive wants us to know that they are very unhappy about the high AHT today. I do not have an answer that they will find satisfactory. So please be efficient and give the customer your FULL attention. If I see anyone surfing, shopping or otherwise goofing off while they are on call, then I will have an answer for the Vice President.



“Well, our AHT is high because people cannot seem to stop playing games while talking to our customers.”



“AHT is high on Saturday because EBAY is much cooler than the customers and their problems”



“The WoW forums are just so lively on Saturday that I must participate! The customer still gets helped, but after I post about my Raid Group”



What sort of reaction do you think that will get? We have to start living up to the expectations. I cannot stress how much visibility we have on us RIGHT NOW



While you are here, BE HERE.

CBS promotes child labor!

You go CBS with your new hit show Child Nation! Too bad there's a bunch of people who say you're promoting child labor, those losers lol.

so.. get this... Per our precall policy, customer only has to answer one precall to verify they are home right? Well, dispatch has taken it upon themselves now to make a call once, if the customer doesn't answer it's cancelled, but if they do answer, then they tell customer we'll call again on the way there, if customer missed this on the way call, even though they answered one precall already, the w/o will now be cancelled. In addition our leads will not contact dispatch regarding the issue because dispatch notes show no answer on *A* precall and that's why the order was cancelled. This is thusly violating our own precall policy in that if customer answers one call we're guranteed to be out, no matter how many hours later it is, even if we call them to say we'll be late and the don't answer that call, we are still supposed to go out since they answered at least one call already.

Our leads won't even call on it since Dispatch is boss, even though it is blatently violating our own policies regarding precalls, how lame.

Matter of fact, the lead I had, who I will not name, because I do normally have good experiences with him, told me "It's sunday, dispatch closed the order due to precall, they won't do anything now, you will have to reschedule."

Oh well, another Charter customer bites the dust due to our lacksidasial dispatch and field techs. I understand we may not always enter a proper trouble call or enter it for reasons we should, but don't let the customer suffer for a call center rep's mistakes, instead just file a complaint with your superior an dlet it roll downhill to that rep. It's not the customers fault at all, so they don't deserve the poor treatment we give them, especially the ones who really need the help but don't get it because you didn't want to do your job because you feel we're sending you out for no reason.