AYS ?'s

Discussion in 'West at Home' started by school44, Aug 25, 2008.

  1. school44

    school44 New Member

    Hi,

    I have been working activations for 10 days, now. I received 4 feedbacks, one is S and 3 are I AM VMU. Today, I received an email inviting me to pursue A*S.

    I have a lot of questions.

    1. Where can I read a work description for that skill and what is the difference between pay and scheduling between it and activations?

    2. Is the invitation based on feedback? Am I ready? It's really important to me to do a great job and make sure the customers get the best service. If I am too new and this is more than I can handle, I really do want to know.

    3. What more would I need to learn to be able to do it well? Is there a whole new set of training?

    4. Do you have trouble getting hours, as my activation hrs have been plentiful and I really need to be able to keep those up. Plus, activation is at a guaranteed hrly rate. Is that available with A*S?

    5. Also, I homeschool my kids and have been able to keep my activation schedule from 2 - 10. Would that schedule work in A*S?

    I appreciate any help and/or insight anyone can offer. I just don't know enough about A*S, to know if it's the right choice for me and my family.
     
  2. kaya910

    kaya910 New Member

    I am not sure but I start my first day tomorrow with VMU activations and I am very nervous. Can you offer me any advice? I have access to Spectrum but I am wondering if the gateway will have my logins or if I have to request them? Any advice would be great!
     
  3. school44

    school44 New Member

    Hi,

    Log into the gateway with your regular training logons. Then the logons for Siebel and ADE will auto populate. You'll do great! Just use the PAL support available and expect to be a little nervous. Every shift gets easier. Let me know how it goes.
     
  4. kaya910

    kaya910 New Member

    What days and time do they make hours avaliable on Spectrum?
     
  5. snowball

    snowball New Member

    AYS - thats where you do everything billing trouble shooting activation and port in numbers you have to keep your alc low yet talk to customers about their day ..you get a lot of abusive calls and feedbacks change they are more harsh and more likley to give out pins / if ADE is not working guess what they say you hung up on caller which is a real no no / people calling wanting bonus minutes or saying all kinds stuff to get more minutes like they topped up but it did not go through or cc was charged yet they have no minutes
     
  6. wahdell

    wahdell New Member

    snowball: AYS - thats where you do everything billing trouble shooting activation and port in numbers you have to keep your alc low yet talk to customers about their day ..you get a lot of abusive calls and feedbacks change they are more harsh and more likley to give out pins / if ADE is not working guess what they say you hung up on caller which is a real no no / people calling wanting bonus minutes or saying all kinds stuff to get more minutes like they topped up but it did not go through or cc was charged yet they have no minutes


    I totally agree with you there, thats why I quit A*S, too much stress for little pay, I can't believe they are making you guys talk to the customer about their day! I did that once and i got yelled at buy the customer.
     
  7. miraclemom

    miraclemom New Member

    I totally agree with snowball. I worked it for about a year and I was so miserable. It was only once I quit that I realized it was AYS that was causing my misery. The PALS never have anything good to say, at least where I was concerned. And, a lot of the calls stemmed from rude kids. Yes! And we had to take calls even if it was a 7 year old child and make conversation with them and treat them like adults! The training constantly contradicted itself and so did the PALS. I would call and ask one PAL something and them get coached for doing it cause the PAL coaching me said it was wrong. I mean, com'on! Iam now doing Dr and it aint much better. Way to many upsales and APO's. I seem to be in trouble all the time right now because it's been so long sonce I have really worked DR and I can't review any training to refresh myself. I am currently looking for something else because at my ranking, who know when I will be approached for a different skill. Best of luck to ya.
     
  8. kaya910

    kaya910 New Member

    Does anyone know how long it takes to have login reset. My Siebel hasn't worked since my first day. Some pals told me it takes 24-72 business hours and other have told me they seen it take weeks. How could they not set my logins correct on the first day? I scheduled all my time a week in advance so they ones I didn't have traded I had to request ET. But one agent told me I can't keep requesting ET but it is their fault. Please let me know because I don't want it to effect my performance
     
  9. snowball

    snowball New Member

    All I can say is that is West for you thats the way they do business, my friend had the same problem until they let her go saying it was because she did not work even though she was unable to .They are firing people left and right and giving out pins like crazy ..I also have another friend who works VM I sat in with her hoping to learn something because she has been with them over four years I thought I would die she does not go by ACF she signs in late , never ask for the persons pin to validate account and had yet to get a bad feedback I know a lot of employee's at West and never seen anything like that somehow she has slipped through the cracks when it comes to feedbacks everyone else I know gets them almost daily even though West says they give them out every once in a while they have all received pins or pin and most have gottten a lll pin right off the bat .Which means next time is no next time your out .
     
  10. taylor55

    taylor55 New Member

    Kaya910
    I am new to West and scheduled to work VMU and I am having the same issue with Siebel login password not working. I have not been able to work my scheduled hours because I don't have access to Siebel.. I did work a 30 min shift the day that Siebel was down and we were using Webcare.

    I had a lot of hours schedule this week and have not been able to work them because of the issue with Siebel Password. Yesterday I called and was told it would probably be Thursday before the problem is corrected, as it takes about 72 hours. Were you told the same?
     
  11. snowball

    snowball New Member

    West does what they want when they want ,and there is nothing you can do .If they help you at all you are lucky.
     
  12. kaya910

    kaya910 New Member

    Taylor55

    Same here. They told me 24-72 hours and I put in the request of Wednesday. I sent a email to Operations Escalations yesterday as well. My advice to you is to write down the day and time you called and the name of the PAL you spoke to and what they told you. Make sure they give you ET for it and it is not just a Shift Trade that no one picks up. They told me it should be up by Tuesday but not schedule anymore time until it is running. One of the PALS told me not to use Webcare without my Siebel working because I would not be able to add notes to the accounts. How were you able to use Webcare?.
     
  13. snowball

    snowball New Member

    Yeah you can only use webcare if they give permission or late if they post it. I just worked was cussed out for a good 6 minutes by a kid because they wanted to deactivate their phone while they are on it , and I kept getting an error in siebel that was a communication error between sprint and vm . I like siebel but it does not work half the time customers are in a hurry and it gets hung up freezes a lot. Don't you hate when customers call in and talk to everyone but you ??
     
  14. school44

    school44 New Member

    For VM line, logins come directly from VM, not W*st. That's why the delay and why no one at W*st can do much to help you. They don't have control of when logins are released.

    In Act*va*ions, the P*LS have been excellent! And AYS isn't allowed to do ports, only us in Act*va*ions. We are considered to be the L*P dept, now. I have finally figured out how to complete them so I don't mind it any more. I also troubleshoot phones and help cust figure out problems with acct, so maybe I am doing a lot of what A*S is doing already. I am concerned about having the different P*LS, though. I don't want to make the switch if I can't work with good people. I really like Act*va*ions.
     
  15. kaya910

    kaya910 New Member

    What is per contact rate? I noticed they changed it for Fridays to per contact rate? Also I received a coaching message on my profile but the date that they have listed, I was having techinal issues with Si***L and it was my first day and attemp to login into the system. Should I contact a PAL or do they give them out for that?
     
  16. snowball

    snowball New Member

    per contact is per call coaching means that you did not do something just the way they want so if they left a number with PALS name then you need to call ASP ..if you have issues you need to always report it but most of the time that does not even help West VM / AYS pals they can do what they want ....
     
  17. snowball

    snowball New Member

    notice on ACF it states if cust wants to port in number you need to transfer them which we know we really are not to do that but handle it ourselves but why don't they update it , and programing phone instructions it does not state that VM SNEDS THEM A LINK ON THE PHONE TO CLICK ON THAT SAYS START UP NOW....I have been here over five years I will never ever understand the way they do things / training uses on plans and even refers to moneypenny from back in the day not oracle
     
  18. kaya910

    kaya910 New Member

    We are suppose to do PORT IN number? I thought we transferred them to L*P desk? Should we transfer for bonuss of any kind? I have a lady call and said that the package she bought said she would get $10 with the package but it didn't show up in the balance details. I had another customer call and I started the acti*** process and she told me she lose the receipt where the top-up pin was located. Should I have transfered them? I am a little confused as they don't want us to transfer a lot but my first day I took 22 calls and I found I needed to transfer 4 of the calls. 2 of the calls I couldn't because the desk was closed. What is there are ESN issues? I had one case where the ESN would not validate, I even had the customer display it on the phone. There was a number in the phone but it showed the phone was never deactivated. I worked 5 hours MY first day Big mistake! Snowball I can't beleive you have been there 5 years! One more thing, I had a hard time logging out of Sie*** because as soon as I got off a call another would come in and the sign out, make busy buttons where grayed out. I mean every call, one after the other. I was scheduled 8:30-1:00am. I didn't take a break and worked until 1:30am. I didn't even switch to Webcare because I couldn't figure out how to log out of A*E since all the buttons were grayed out and I finally just used the X button. I was overwhelmed because alot of the stuff was overwhelming.
     
  19. kaya910

    kaya910 New Member

    By the way I got a coaching Pin from last week and I didn't even work. I had to get ET because the logins they loaded didn't work the first day. The first day had problems so I called a Pal and they told me to bring up A*E and Si**L and told me to make A*E make busy. While I was on the phone with the Pal I was in make busy. Mind you it was my first day. I had a coaching because it brought my productivity down to 20%. WHAT! I didn't even work. I was having tech problems and I didn't know I was sppose to totally sign off A*E. They had no misery. UHHHHH!
     
  20. snowball

    snowball New Member

    When your ADE messes up like that better make sure you keep track of your calls. Most of the time after 12 midnight siebel is down for maintenance ..transfers was my whole point they say follow ACF what does ACF say about LNP transfer it's crazy , I have found so many mistakes in the system in training it says in siebel you can go to ihelp and that a list of how to's comes up but it does not ..never has they jam all that information in you now for less pay ..if esn do not work and they are correct you have to open an investigation it is from a communication error with sprint and sometimes coverage ,they are giving what they call bonus if you keep your talk time down how can you if the system does not work and you are unable to get the right inforamtion to help customers
     

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