C*T* Coaching PINS must read

Discussion in 'West at Home' started by suni315, May 1, 2009.

  1. suni315

    suni315 New Member

    Well I just got 5 feedbacks over 2 days and 2 coachings.
    The first coaching I left out the word business days on a sale I read all verbatims correctly but when the client asked again about proccessing time I left out business days. Okay fine.
    Second coaching I credited a membership fee for a client I know we are not suppose to do this..... but recieved a C*T* Alert that the terms were going out saying no fee for this card when in fact there is a fee of 50 or 75 dollars and if we get clients calling in about it credit the fee and notate the account I DID!!! Apparently the SUPs dont read the alerts or maybe I read it wrong who Knows. During my training it says at the end of the calls thank for something specific and thank them for calling C*T* OR A*&T which ever branded card it is. Now I am told we are suppose to be inviting the client back if they have any questions we are here 24/7. So during my coaching she was polite but let me know once you get coaching for an issue if The same issue comes up again you will get a P*N
    My feedback were okay most 95 to 110 but I did get a 70 on one because they said she mentioned she would be taking a trip in 4 months and I should have set up travel plans on the acct and that I talked over her and lost points for that PROBLEM is the lady wouldnt quit talking and everytime I tried to say something she would chime in and I am thinking how in the hell do I get the call back on task and with a reasonable AHT if at some point I dont try to interject. Make sure you are actively listening!!!! I could have sworn on the call I did talk about travel plans and she said it was a little early and if the plans change she might forget to call back and wanted to wait closer to the date of travel. I was told it is mandatory and there is scripting and phone #s to give the cklient afterwords. So my question is why doesnt that info populate after I complete the plan? BUt they do have a script that you must say after every tp IS SET UP W/ 2 PHONE #s TO GIVE. I have a feeling because we are human and not machines that C*T* picks us apart to the point I dont even want to pick up any hour now for fear I may make a mistake. Just another little tidbit I guess they are grinding me up right now because somehow They had my info in wrong and were not monitoring my calls but now they have it fixed DO I SMELL A HUMAN MISTAKE!!!!!!!!!!OMG
     
  2. Nikkbunny

    Nikkbunny New Member

    Don't feel bad Suni they terminated me b/c I hadn't been able to work for 4 days. I called a PAL and emailed my team lead b/c I was going to be moving and did not know when they would have my internet on. Well I didn't get my modem until yesterday, wasn't scheduled to work until 630pm last night went to log in and boom...TERMINATED! Called the Pal line again and there was no definitive answer as to why I was terminated. Told I would have to talk to my team lead...yeah she hasn't called me back and I have called 3 times today. this is absolute B*s!!! If I didn't have rent to pay I wouldn't care but termination without reason is ridiculous!!!
     
  3. suni315

    suni315 New Member

    Really sorry to hear that Nikkbunny. I am thinking about resigning the skill myself I will probably be fired anyway. But I do feel it is complete nonsense that they wont accomodate something like a move .I definetly feel they should treat us with more consideration. But they dont I didnt work for 4 days right after I was hired because my mom had a heart attack and was in the hospital. I called a P*L from the hospital and he was a smart AS@*# because I mainly wasnt working due to all the tech issues and they kept telling me I should wait for a call from someone. So I said to the guy I am at the hospital if they call can you take my cell # so I wont miss the call he tells me we dont put down secondary numbers and besides if your at the hospital how are we going to fix your tech issues. My thought you frig** JERK all I am asking is take a dang note and have a little compassion. WOW I cant believe they just put terminated on you page without so much as a phone call for missing 4 days you still had 3 days to make your 18 hours makes me feel even worse working for this company. Not supportive or appreciative of us in anyway I hope it all works out for you. Do you know if you are just termed from the C*T* skill or from west?
     
  4. Nikkbunny

    Nikkbunny New Member

    I am just terminated from the Citi skill which is fine with me. I contacted HR they said to reapply so I could get a new skill and to continue watching the message board b/c i could get an invitation for a new skill. So I reapplied but they did say it is kind of slow right now due to them trying to find lines for agents of call groups that are ending.
    guess i will just cross my fingers, luckily right now I am working seasonal for 1800fl*wers so I still have some income but that ends on the 15th unless I get hired for full time.
     
  5. auntee

    auntee New Member

    Nikk... I am so sorry to hear about your termination. They just terminated my neice on the basis they said she signed some1 up for credit monitor that did not want to purchase it. She told them that she did not and ask.... what benefit is it of mine to sign some1 up for something that they did not want. They apologized and terminated her from both C*t* and West. I'm fighting my own demons with them... I'm being told not to call helpgate without PAL permission and to use the chat function before contacting PAL. Well am I supposed to keep my AHT down when I enter a ? in chat and wait 3-5 minutes and supposed instead of an answer they ask me another question. Calling a pal... you have to wait how long for some1 to get on the phone? Scheduled myself for a 2 hr shift today and spend 2 ?? hours on the phone with PALs who tell me Macfee is causing the problem. I told them I REFUSE to add anything or take anything more off my brand new laptop because they cannot get their tech issues str8. I gave them this scenario... you show up for work today and of no fault of your own you cannot work because of tech problems. Your supervisor tells you that they can only pay you for ?? an hour (@ min wage) the remaing time you must spend trying to fix your computer and if you dont get it fixed... too bad you don't get paid. Then this happens at least 3-5 times a week. Would you think that is fair? Their answer..... "I understand".
     
  6. auntee

    auntee New Member

    Suni... I def feel you on those cm that keep talking. I've had points deducted on feedback for talking over cm. So I told me team lead don't ask me about AHT then. She took points off for something I supposedly did that caused a financial risk to the co. I asked what it was so that I wouldn't repeat the same mistake her response.... I don't know. She says I don't say please and thank you enuff. I told her I say please and thank you so much that I'm sure the cm are tired of hearing it. Everything I ask for I say please and thank you when I rec. it. Her response..... "It's not that you don't say pl and ty enuff.... I just don't hear it " HUH!!! Have you ever had a call where you had to use a translator through the language line? I did... I had to check her on that and let her know that no where in training does it prepare you for these calls ie. giving permission for you to give cm acct info to a 3rd party (translator) I suggested that they send out a general email to instruct every1 how to handle these calls.
     
  7. Nikkbunny

    Nikkbunny New Member

    I ahd the exact same problem auntee. I have applied at Convergys and liveops. I also reapplied for WAH hoping I will get another skill. Luckily since they fired me I can at least get unemployment since 1800fl*wers is only seasonal work. But still this sucks.
    They have too many tech issues, they don't care about the employees only the companies they contract with, and you know everyday that you are expendable. I honestly think I got fired b/c I don't sit there and take there b*s anymore. When a tech told me to unplug my printer b/c it was blocking a port needed to acess the internet, I told him I am not naive I know the difference between a TCP and a USB port, so he should try again to pull another answer out of his butt. When my team lead....who is worthless told me my AHT was horrible and I told her why (waiting in chat, waiting for a PAL) she said if I had paid attention during training I wouldn't need to be in chat to fix problems, yet she could never answer anything. I have reported PAL's who are rude both on the phone and in chat, I actually saw one call someone stupid in chat one night.
    I am not going to cry over this it's not worth it. It sucks b/c I will have to borrow money to pay my rent but whatever. I will get another job.
    I can honestly say that other skills for WAH do not have to put up with this...OH I was terminated for no call no show for 8 days, I sent my worthless team lead an email telling her I was moving the week and the day before I moved. I called the PAL line and told them why I would not be working. I posted my hours, and when my phone was on but my internet was still not connected I called them back, that was noted on my acct....but I apparently didn't let anyone know..........hmmmm sounds to me like I did.
     
  8. suni315

    suni315 New Member

    Hey Auntee
    As a matter of fact I have had to do about 3 language line calls and I must say What a pain in the AS%$#@. I didnt even get 3rd party consent didn't know we had to..So guess I will be hearing about that. This job just makes me on edge to much stuff to know. Lead told me we dont expect you to know everything just where to find the info. Last week alone between west and my team lead I got about 15 emails a day with the alerts and different things we need to know. And another thing too many different card product Too many different APRs based on libor, daily periodic BLAH BLAH BLAH.
    I think the system set up could be more helpful sometimes it is just plain annoying trying to find info or get answers from a P*L It sucks to wait 5 minutes in chat then they ask a question you answer and someone else answers that doest know what your talking about and ask you to put it in again WHAT !!!the chat system totally sucks. It makes the job harder So if we are suppose to be so smart that we shouldnt call a P*L why do they have jobs????
     
  9. nicenitac

    nicenitac New Member

    I am getting minimum wage and they expect us to jump through hoops for that. They expect you to be perfect on every call! I am really getting sick of this job but do not want to go out there and put my daughter in daycare from 7 to 6 and then work whatever hours they want me to, plus commute. I am so sick of them and their pins and coachings. I will never work for C.it. after all I have heard about them.
     
  10. honey

    honey New Member

    Is it just me r is there a shortness of hours to b picked up[​IMG] you supposed 2 have at least 4 hour in a 30 day frame but it take about 2 hour to get 30 minutes[​IMG] time isn't on my side. ANY WITNESS HERE
     
  11. 2athome

    2athome Member

    Suni, Nikkbunny and auntee: I have had the worst time with c*t*. I resigned today because I am so tired of W*st and C*t*'s unrealistic expectations they have of the line...without a lick of effective training (you get just as many wrong answers in the webinars as you do right ones). The P*LS know nothing and don't hesitate to tell you the wrong answer rather than find out, H*lpd*sk actually refused to help me! I had no tech issues throughout training and my first month of call taking then ADE started crashing in the middle of my calls, which closed me out all the way to the lockdown desktop. Hlpdsk said it's a c*t* issue call a P*L, the P*Ls say 'I'll do a ticket but it's not a C*t* issue, it's a H*lpd*sk issue, call them back. I still havent heards anything and I still can't get in. They took away the hourly bonuses and started a new system that only benefits you if you 60 hrs a month...which is real hard with all the tech issues. You can easily sit at your computer for 10 hrs just to work a six hour day! I resigned and hopefully I get another skill. I see where people have been waiting MONTHS! I can't afford that.
     
  12. suni315

    suni315 New Member

    Hate to hear you resigned but I DO UNDERSTAND I am considering it myself. I just spent my 2 hour shift with a p*l and help ***k and still couldnt get on I updated my antivirus and did my windows updates and for some reason all of a sudden the gateway couldnt verify my files 38 minutes with P*L and 55 Minutes with HELP***K
    of which 35 were spent waiting on hold for someone to pick up. All the things they told me to do I could have done on my own without the so called help as it got me no where anyway. I know what you mean about getting wrong answers I just watch the chat sometimes and I will see someone ask a ? and many times the answer is incorrect. I asked a ? the other day and it took forever and they write back look in C*T* sour** I stated in my original question that it would not load and I couldnt access it!!!!!!!!!!!!! So I phone in and the girl says HUH, thats a good question "I dont know call the answer, Hel* G*TE. I dont know about this line it is very stressful and you cant get a straight answer from to many of the P*LS I do see a couple of them in chat that are on top of the game, I have gone through a bottle of aleve with this line and am really becoming fed up with all the inaccuracies. Good luck and keep us posted if you get an invite to another skill!!!!!!!!!!!!!!!!
     
  13. auntee

    auntee New Member

    I am resigning at the end of the week myself. How dare they give me a Pin for not fulfilling my 16hr requirement when 1. they have so many tech issues that waste so much of my time and 2. They messed up my money twice .... that's enuff for me. low pay+high stress+incorrect pay = resignation.
     
  14. Nikkbunny

    Nikkbunny New Member

    just an update---I did get another skil last week...they sent me an invite for the new A*a*a line. training took 30 minutes and it looks alot less stressful then C8T*. So if you resign you may get a new skill and not have to wait months to get it.
     
  15. 2athome

    2athome Member

    Yeah, auntee! I had no problem with the stress when I was making $12-$14/hr. I can't imagine doing it for the peanuts they offer now. And how about the ACW bullcrap! Nikkbunny, I checked my status and it has me termed only for sales. Should I put in another resignation for service?
     
  16. Nikkbunny

    Nikkbunny New Member

    what?????/ They are terminating people from just sales now? [​IMG] well I mean I personally would resign from the C*T* skill b/c they have had this since last year and they haven't worked the kinks out yet on their end or C*t*'s so. However I can't guarantee that you will get another skill with WAH either.
     
  17. sparehair

    sparehair New Member

    This is so craazzzzy, I left a stressful corporate job pay wwwway more money than c*ti. they ask to much for the little money and are not forgiving for a learning curve for new people. I have been pined 2 x for not doing 16 hrs. you have to work 20 to get 16 with all the issues. I also had 2 feedbacks that were not good one pass and one fail, which i don't understand. I asked in an email to my tl to explain and she sent a one liner that i still did not understand.

    I chose work at home to work when i wanted to, not to be constrained to a certain amnt hours and then penalized when not comply. For many people they work a full time job and 16 a week for a stressful pt job is a bit much. This was suppose to be mt chil job. I too was considering resigning, i informed my tl that i may not be able to adhere to the 16 and would i be fired she said no, just to try and work as many as possible, ha, looks like firing to me. they keep giving me pins. just like everyone says chats take forever and pals know nothing[​IMG]. I had a cm on the call for 50 min pass my work time and they wont even pay you. that is crap. I hope things get better or i am out.[​IMG]
     
  18. sparehair

    sparehair New Member

    i wonder if this new av*ya skill is the sames as the one we have so many problems with in c*t* login process. just a thought![​IMG]
     
  19. 2athome

    2athome Member

    I think I was termed only from sales b/c I didn't put in for both, I thought it was explanitory in my first resignation but I put in another one for service just in case. If they offer me another skill, how will I know?
     
  20. Nikkbunny

    Nikkbunny New Member

    To 2athome if they offer you a new skill they will send you an email and it will be posted in your urgent news on the .net site.

    The new skill is putting in tickets for techs to fix problems with Av*y* software and phones.As far as W*st's problems with Av*y*; my brother happens to work for a company that installs Av*y* phones and software and says that the issue is not with the software, 99% of the time it is with the companies servers that it is hosted on being overwhelmed. So it is either C*t* or W*st that cause the problems with us logging in. One of them needs to quit being so cheap and upgrade their systems. Yeah right like that will happen lol[​IMG]
     

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