I got through only part of your rant about the call center and didn't
bother to read the rest of it. Here's a tip for you: Making a huge
multi-page rant with nary a paragraph break will likely be ignored.
On Sep 1, 2006, at 00:40, almagotika wrote:
> I have over 5 years experience in Customer Service, but the time I was
> a Telephone Rep. w/ T-Mobile is easily the WORST experience of my
> life!!! For starters, the "training" teaches you at the most 10% of
> what you really need to do the job effectively. You are encouraged to
> rat out your coworkers. Gossip/slander is readily accepted as truth
> and leads to ("and includes") termination. NOBODY listens to the
> employee's concerns. Our side of the story is irrelevant. Those in
> management roles ALWAYS have the final word. Once you're out of
> "training," the "supervisors" (aka, roaches, I mean, coaches) spend
> all day surfing the web and give you nasty looks if you have the nerve
> of asking them for help. They freak out if they have to speak to a
> customer, prefering, instead to simply hang-up on them or send them to
> voicemail. Emphasis is NOT on customer satisfaction, rather, on
> meeting your "stats" (aka, T-Metrics.) Take, for ex., CRT (aka, the
> average time it takes you to get rid of the customer.) Those that do
> the best with this "stat" (possible ONLY thru hanging up on callers,)
> are the "TOP PERFORMERS"! You are frowned upon if this "stat" is not
> low enough and will be TERMINATED on the spot if you fail a second
> time w/i a 2 month period. Of course, if you are one of the
> BROWN-NOSERS in their God-forsaken Call Centers, you can easily reach
> retirement age, regardless of whether or not you meet the "stats." If
> you step in someone's toe they'll find a way to terminated you w/i a
> few-day's time. As simple as that! The call "quality" measuring tool
> they use is the POOREST in the industry. If you're not one of the
> brown-nosers, the "coach" or "Sr. Rep." don't see what you did right,
> rather, they bend over and backwards to find something you missed (or
> could have done "better," that is, the way they would have done it,
> with their over 5 years experience,) and score you the lowest
> possible. However, those that are personal friends with their
> "coaches," can expect the HIGHEST quality score ALL THE TIME!!! Also,
> the reference "tool" they make you work with is a MASSIVE database
> called "Streamline." When you ask your "coach" or "Sr. Rep." for help,
> they tell you "go to Streamline." But, getting a simple "yes" or "no"
> answer out of this database can take upwards of 30 mins. of "fishing"
> thru countless pages and pages of information. Very much like reading
> upwards of 10 pages of contractual fine print for each and every call!
> Then, on top of that, you have to do a "visual audit," that is, review
> the customer's past 3 invoices and "congratulate" the customer for
> "doing a good job in managing their account" (or, not going over their
> minutes.) If they are not "managing the account well," then you have
> to offer additional features. On top of that, you have to acknowledge
> "tenure," or the start date the customer signed up w/ T-Mobile (aka,
> sold his soul to the Devil.) T-Mobile brainwashes you with their "Get
> More" philosophy. The only one that "Gets More" is Katherine
> Zeta-Jones, who get $14 million a year as their spokesperson. Their
> plans, equipments, policies/procedures and alleged "employee
> incentives" is all a BIG SCAM! I wouldn't be surprised if this company
> is going under and is soon to be bought out. Over 65% turn-around in
> Customer Service Reps. is a sure indication that T-Mobile is NOT, NOR
> EVER will be "The Best Place to Work in America." (1 of their 6 Goals
> for 2006.)
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> - -
> T-Mobile-US on Google Groups:
> http://groups.google.com/group/T-Mobile-US
> _ _
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>
> Yahoo! Groups Links
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- -
T-Mobile-US on Google Groups:
http://groups.google.com/group/T-Mobile-US
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