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Buckwheat
Forums Member
Joined: 7 Jan 2009
Posts: 42
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#61 · Posted: 29 Jan 2009 19:07
Okay everyone calm down. It will get better just give it a chance and don't throw in the towel. I have been through Directv training two times before this. It is not much different then the classroom training. We were all scared to death when we had to make take our first calls and believe me the same thing happened in the classroom. All of a sudden you forgot everything and we had instructors in the class and that wasn't much help cause we had to wait on them to get to us so its not much different. After taking some calls you will start to get the hang of it. Dont expect to be perfect the first week. Take your time when scheduling shifts and don't overload yourself right off. West has issues with their support..not enough people so be prepared for that and use DORIS cause it has everything you need. Use the simulations when your logged out of calls for practice. You guys can do this. If you seen some of the people in the call center then you would feel better. Trust me I know. I been in both West and Directv's call center. Have confindence that you can make this work because you can. The frustrations your going through now is something that happens to everyone even in the Call Centers. 4 Weeks from now it will be a breeze on most calls. You will get some good calls and some bad calls some short calls and some longs calls but remember your learning and that goes with the territory even when you become skilled. I got one more night of ACE training then finish that supp 2009 pricing then I am on to OJT by the weekend or early next week I hope. When you start fixing problems it does feel good. I am sure Joe can tell you by now.
I am going to buy me a second monitor so I can always have DORIS up so I dont have to switch windows. I think that will be a big help too. If anyone wants to chat I am kmcrmartin on yahoo messenger.
Good luck to you all.
Buck
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joeboxer337
Forums Member
Joined: 2 Dec 2008
Posts: 45
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#62 · Posted: 29 Jan 2009 20:36 · Edited by: joeboxer337
Buck,
You are exactly right!!!!, I have logged 70+ hours now as production and it gets better every day, although the activation of pending receivers is still a pain in my rear...the script for that one is horrible in my opinion. Also if you can afford it(and want to stay sane) stay off the phones for LONG SHIFT durations between 5:00 and 8:30 the first week or so as you will get back-2-back calls non-stop as that is the heaviest call periods during weekdays...
BTW I am already running 2 monitors for the exact same reason you stated.
Good Luck All and hang in there, It doesn't get much easier or cheaper than this working from home making the money they offer, if you find something please let me know 
Good Luck All
Joe
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joeboxer337
Forums Member
Joined: 2 Dec 2008
Posts: 45
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#63 · Posted: 29 Jan 2009 23:00
I have been on hold waiting for a pal for over 52 minutes now, so they can make a credit on an account that is more than what I am authorized to do!!!!!!, Guys do not hang up...keep the hold time there so they are forced to fix this, eventually it goes against us if they don't fix the hold times!!!!!!!!, but if we have the hold times to prove it they cant hold us accountable!!!
Joe
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UNC1
Forums Member
Joined: 28 Jan 2009
Posts: 6
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#64 · Posted: 29 Jan 2009 23:43
I'm surprised your customer didn't hang up!
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D
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sungal
Forums Member
Joined: 19 Jan 2009
Posts: 10
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#65 · Posted: 31 Jan 2009 18:06
Hi Joe, By chance do you know what the available hours for a recurring/hard schedules are? Is there a big variety or just a few options? I have an infant at home, and am trying to prepare for his care while I'm working.. we're just trying to get some idea of the hours in advance. Let me know, thank you!
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joeboxer337
Forums Member
Joined: 2 Dec 2008
Posts: 45
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#66 · Posted: 31 Jan 2009 20:35
Sungal, Unfortunately I don't, I would assume though that you can pick what fits your schedule, as West will in turn tell DTV, we have a agent to cover "x,y,z hours". Maybe Tina could chime in on this as she has already set a recurring schedule...
Tina??????
Joe
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dani919
Forums Member
Joined: 1 Feb 2009
Posts: 9
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#67 · Posted: 1 Feb 2009 17:18 · Edited by: dani919
Hi,
Just finished my first week on the phones for Direct.
Does anyone know if we are being graded on our performance during the first week? I tried to contact a PAL but I got tired of waiting on hold.
I hope not b/c I was terrible and I'm very afraid that I could be terminated!
__________________
dani
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joeboxer337
Forums Member
Joined: 2 Dec 2008
Posts: 45
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#68 · Posted: 1 Feb 2009 18:55
Dani, Don't freak, you're not gonna get fired unless you cussed the customers out and hung up on them...if you get stuck, call a PAL!!! thats what there here for...
Good Luck, follow Doris....and relax!!! it'll get easier as you go, I promise..
Joe
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dani919
Forums Member
Joined: 1 Feb 2009
Posts: 9
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#69 · Posted: 1 Feb 2009 20:41
Thanks Joe!,
I really needed the encouragement!
I just asked a PAL a DNS question because Doris was down and she yelled at me.... which I think is very unprofessional.
I hope they all aren't like that.
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dani
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ladyofengland
Forums Member
Joined: 25 Jan 2009
Posts: 32
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#70 · Posted: 1 Feb 2009 23:51
oh my my I'm doing HSN training at the moment and so far so good !
But What is Doris that you all talk about ?
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joeboxer337
Forums Member
Joined: 2 Dec 2008
Posts: 45
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#71 · Posted: 2 Feb 2009 07:31
Dani, anytime you talk to a PAL and they act that way, make sure you get their nsmes!!!, then report them to your team lead, this is completely unnacceptable behavior!!!
Doris = a software scripting program
Joe
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ladyofengland
Forums Member
Joined: 25 Jan 2009
Posts: 32
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#72 · Posted: 2 Feb 2009 19:44
Thanks Joe.
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Carolinafan79
Forums Member
Joined: 10 Oct 2008
Posts: 9
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#73 · Posted: 3 Feb 2009 00:24
Joe, I have a question I am a Directv Customer plus I was hired by West hoping I will get offered Directv since I have them and know so much about them, anyways everytime I call Direct they say thank you for calling Directv this is so and so How are you doing today?
DO they teach you to say that in training?
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joeboxer337
Forums Member
Joined: 2 Dec 2008
Posts: 45
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#74 · Posted: 3 Feb 2009 07:27
Carolinafan79: DO they teach you to say that in training?
Yep, it's mandatory, you lose quality points if you don't!
Joe
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TabathaL
Forums Member
Joined: 25 Jan 2009
Posts: 33
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#75 · Posted: 3 Feb 2009 13:53
Ok just wanted to state that I just finished the Ace training and I'm about to do the webinar. My statement is WoW, that was tough, the first 5 we fairly review, not all but some, but the last one kicked my but. I had to review that bad boy twice before I tested. I have only one question maybe someone could answer. After the webinar, what is the next part? And how long is that? Also I am really nervous and hope I remember everything from the training, I have a hard time believing I will since there was so much to remember, but hopefully things will go smoothly. Thanks for who ever can answer my questions.
Hope everyone is doing well in their training.
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joeboxer337
Forums Member
Joined: 2 Dec 2008
Posts: 45
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#76 · Posted: 3 Feb 2009 15:52 · Edited by: joeboxer337
Hey Tabatha, Next you will start OJT, taking live calls, you will take those until they deem you are ready for production,How long is that?, Good Question......I did about 8-9 hours of OJT and was bumped to production..I don't know about anyone else though.
Read the rest of the posts and please take our advice..take it slow at first so you don't get too frustrated.
Good Luck
Joe
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dani919
Forums Member
Joined: 1 Feb 2009
Posts: 9
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#77 · Posted: 4 Feb 2009 03:28
Joe,
Do you know how many times we are monitored for feedback each week?
I just received my first score 85.....She said that I forgot to ask the customer how they were doing
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dani
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dani919
Forums Member
Joined: 1 Feb 2009
Posts: 9
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#78 · Posted: 4 Feb 2009 03:35
Did anyone attend the focus call yesterday?
I was unable to attend b/c I had to work... Just want to make sure I didn't miss anything important.
__________________
dani
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joeboxer337
Forums Member
Joined: 2 Dec 2008
Posts: 45
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#79 · Posted: 4 Feb 2009 08:46
I have no clue Dani, I have yet to recieve a score , I too was unable to attend as they couldn't get the day/date right till about 40 minutes before the call 
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slclem23
Forums Member
Joined: 4 Feb 2009
Posts: 5
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#80 · Posted: 4 Feb 2009 19:00
I am starting my Directv onboard training. I want to take very detailed notes so to be sure to pass the test. What I am concerned about is not having enough time to finish all modules. What is the average time it takes to complete each module? Do you have any hints for me to be successful with training?
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Stacy
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