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Message |
rsoler
Member
Joined: 7 Jan 2008
Posts: 305
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# Posted: 17 Jan 2009 21:23
Reply
Eber,
Sorry to hear that...don't sweat it! proflowers is only seasonal anyway...and hrs are hard to grab! question to everyone has anyone recieved there irs tax papers yet! Since, I am not active with west right now don't know whats up other than info on the site specifying that they would update if any info comes up.
Ro
__________________
RO
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eber3
Member
Joined: 11 Sep 2008
Posts: 75
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# Posted: 18 Jan 2009 16:32
Reply
Ro,
No, haven't got my tax stuff from West yet. But they did send me this message...
"West will mail W2 forms on or before January 31, 2009 to the address that we currently have on file. W2 forms will also be available on the iPay website on or before January 31, 2009. If we learn of a more specific date in which the forms will be available online, we will communicate this right away."
So I wouldn't expect to see them before next month.
Yea, sucks about ProF. I was looking forward to two or three days where I could train during the day instead of having to work SNBC all night. Oh well.
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nuctread
Member
Joined: 8 Oct 2008
Posts: 31
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# Posted: 23 Jan 2009 09:15
Reply
does proflowers have any call flow aids like shopnbc - i finished training but have a feeling that i am going to be very lost. also with the webinar - i finished training and they said to check my email and urgent news. i checked for over two hrs yesterday and then had to pick up my kids and the rest of the night flew by - checked my email this mornind and they said there was a webinar yesterday night. i can't sit on the computer all day waiting for their email - does anyone know if they have the webinars often??
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Tdot
Member
Joined: 22 Jan 2009
Posts: 3
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# Posted: 23 Jan 2009 21:30
Reply
Check every day. They have them more than once a day. they have a schedule for them.
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tigerlady
Member
Joined: 17 Mar 2008
Posts: 27
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# Posted: 6 Feb 2009 15:49 · Edited by: tigerlady
Reply
nuctread..i did pro flowers last year for valentines day..they make it more complicated in training than it really is..what helped me A LOT was i went to the sights reviewing all products they have to offer (especially the candy hehe)..ppl for the most part were patient with me..very fun helping the guys who call and say, HELP! im not sure what to get!..i was like, give me your card number honey and ill fix ya up lol..they really do have beautiful flowers and gifts and their customer satisfaction promise is outstanding..only problem i had was my talk time..too long..ooppss..but getting shifts was a challange but again, i had fun with it..oh..and we as employees get a discount..ask about it!..good luck and ask questions if ya get stuck!!
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nuctread
Member
Joined: 8 Oct 2008
Posts: 31
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# Posted: 6 Feb 2009 15:53
Reply
thanks tigerlady - i will take you up on that offer I am sure...
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tigerlady
Member
Joined: 17 Mar 2008
Posts: 27
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# Posted: 6 Feb 2009 15:55
Reply
hehe..im always editing what i write..i hate it when i make boo boos..you joined the blog on my birthday so i know you'll do well!!...
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tigerlady
Member
Joined: 17 Mar 2008
Posts: 27
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# Posted: 9 Feb 2009 14:16
Reply
Has anyone who finished ShopNBC webinar on the 3rd week of January gotten their Oracle sign in info yet? i keep getting emails of all kinds of hours available and im chomping at the bit here to make some money!..thanks
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Mommamona1
Member
Joined: 16 Jan 2009
Posts: 19
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# Posted: 19 Feb 2009 01:53
Reply
How are you getting hours scheduled for $N&C?? Everytime I look at the schedule there is nothing there...not even trades. When do they post the schedules for $n&c? I have waited almost 3 months to get my log-in info. and now that I've gotten it I have to do a refresher course because I have forgotten everything. I really need to log some hours on this skill before they terminate me...I really don't want that to happen. I would appreciate any assistance that can be offered.
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tigerlady
Member
Joined: 17 Mar 2008
Posts: 27
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# Posted: 21 Feb 2009 06:21
Reply
hi momma..i just started with shopnbc last thurs..you have to just keep checking the spectrum system..i do about 6-8 times a day!..i just put up hours for trade for 2/21, late afternoon if you click on trades, you will see it..i much prefer the nites!!..good luck and stick it out!..
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Mommamona1
Member
Joined: 16 Jan 2009
Posts: 19
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# Posted: 21 Feb 2009 19:08
Reply
Hi Tigerlady-Thanks for the heads up. As it turns out I rec'd my login info. for $n&c 2/11 & they terminated me..elibible for rehire..was why I couldn't see any hours. Well finally I got in tuch with someone & they reinstated me so I had to re-train for the skill because it had been so long since I'd even looked at the stuff. Is $n&c a pretty easy job? I've heard that it is but they have cut back on the ALC & it is making it harder...what do you think? Now that I'm done with the re-train I guess I will schedule some hours this weekend and try it out. Thanks for the encouraging words and good luck to you.
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Mommamona1
Member
Joined: 16 Jan 2009
Posts: 19
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# Posted: 23 Feb 2009 19:50
Reply
Does anyone that's worked on the $n&c project have any helpful hints on how to reduce ALC? With all the chatty customers, upsells, cred. cards, and new cust. info you have to do it is really hard to keep the ALC down. Plus it seems like all the new folks calling in never have their c/card info ready which runs up the ALC. Why would anyone call to order something & not be prepared to pay for it. DUH!!! Anyway, if anyone has some suggestions I would appreciate hearing about them. I also would like to know what other peoples ALC's are looking like and what does $n&c do if you don't get them under control?
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ourkidsmom
Member
Joined: 4 Nov 2008
Posts: 15
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# Posted: 24 Feb 2009 09:54
Reply
Hi Momma! I've been with this skill since October and have finally started receiving PINs for my ALC. My average up to this point has been around 299. I went to a couple of the roundtables that were offered and received the hints NOT to work electronics or computers (DUH!). Unfortunately when I am available to work tends to hit those shows. I worked a lamp show the other night and those ladies KNOW what they want! My alc that night was 214. Still not the new alc goal of 175 but MUCH lower! I was told as of right now they won't PIN under 250 so we will see *fingers crossed*. I am on a step II pin. First is a "coaching", second is a 1st step and third is a 2nd step. I was told you get to a 4th step and then you get canned. My problem with all this is I get 97-100% on my feedbacks and customers tell me how nice I am etc... I would think shop would prefer to have helpful friendly cs reps that make people want to call back *shrugging my shoulders*.
It DOES get better.... unfortunately you need to check the schedule to see what shows you are signing up for to keep your alc in check.
GOOD LUCK!
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tigerlady
Member
Joined: 17 Mar 2008
Posts: 27
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# Posted: 25 Feb 2009 19:40
Reply
i already am on my 1st PIN..yikes!..too many shifts, too many mistakes so i cut my hours this week..i agree, even though the economy is horrible, customer service should be first on the list of importance..im going to a round table for some suggestions as most of my late nite customers are very chatty..not in my heart to be rude or pushy so..they have made some cuts in the script which should help..i know this pay period, i sold a lot more PPPs than they gave me credit for so i am starting to keep track of the order number of each one i do..2 Pals gave me great reviews(told ya good things you did and places you boo booed and what to do next time) and the other 2 just reamed me..i actually cried!..i have NEVER been written up on a job before!..and only in the first 2 weeks?? gesh!..i really like working with shop NBC though, the computer part is very simple compared to what i have done in the past..i think it will get better for me working less hours..good luck everyone!
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Mommamona1
Member
Joined: 16 Jan 2009
Posts: 19
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# Posted: 26 Feb 2009 13:19
Reply
I've only been doing this a little over a week & I can't get my ALC down below 300. I had a guy call last nite that was actually watching TV, called an item #...which was wrong because he said his tv cut off the #..finally found the item, asked me to describe everything about it, still wasn't sure it was the same item..told him to check the TV or internet & call back...he decides that it was the same item...then didn't even order it after almost 10min. I got 3 calls in an hour & couldn't get my ALC down after that. I agree that it is about customer service and these folks don't want to pay for their stuff & not have someone talk to them like humans when they call & I don't blame them. I would like to know what the PALS are telling people to do to bring up their #'s? Even if you try to stick to the script there is ALWAYS something that is going to go wrong. It is almost impossible to have a new cust. on the line & get their info. in 175. Do the roundtable discussions help at all? Please let us all know of any secrets that we all can use to help. Hope all goes well for all of you. Good Luck!
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tigerlady
Member
Joined: 17 Mar 2008
Posts: 27
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# Posted: 28 Feb 2009 08:20
Reply
ok..there has to be something about scheduling hours that isnt talked about..i had a bad cold this week so 3 days in a row i had to trade shifts..from the time i pushed "trade" to the time they were all taken was less than 3 min..does anyone know if when you get up in the West world if you can set priorities as to what schedules you would like to have and get notifications when shifts are available above and beyond the usual? i just cant believe some sits on the computer THAT often nor do i think it was a coincidence..i have round table today so hopefully the answer to this and many more questions will come about!...
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Mommamona1
Member
Joined: 16 Jan 2009
Posts: 19
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# Posted: 28 Feb 2009 12:50
Reply
I have actually asked the PALS that question and was told that I would just have to keep looking at the schedule. I have actually been on the computer trying to schedule hours..clicked on the hours and before I could get them they were already taken. HMMM? Several of the agents I worked with the other night were talking about not getting hours as well. One said they usually worked at least 20 hours a week and only got 9 hours this week. I didn't know there was a roundtable today. I would like to have been in on that. Please let us all know what you find out. I've already gotten some feedbacks and I'm getting conflicting info. on some of the scripting stuff & I would like to know just what we are to say and not say. Keep us up to speed on what you learn.
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tigerlady
Member
Joined: 17 Mar 2008
Posts: 27
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# Posted: 28 Feb 2009 22:59
Reply
ok..here's the scoop..oh, the round table was for us "special" ppl..we got a mandatory invite hehe..kinda like being sent to the principals office..ALC, bonus pay and scripts are done by ShopNBC..NOT WEST!..so there is an understanding with us and pals when we get frustrated over script changes, and alc new time goals,..use the pals if you run into any problems on shift..they need the feedback so dont hold back on your eos's either..if you have a problem with a call that takes forever..log it on the eos and let a pal know..this way your covered..a suggestion was made that before shifts to look at shopNBC.com to see what we are going to be working with ahead of time, make notes, think of questions a customer may have ect..also as far as call control..it was said that it helps to remember that we are the order takers..NOT customer service and be as polite as we can be but its customer services job to smooth ruffled feathers..now scheduling, i was told that there are a number of agents that really do sit on the puter for literally hours toggling looking for shifts, also again, shopNBC dictates their needs so if they anticipate a slow period, they will not ask for as many agents to be on duty thus, less ppl per shift needed..i tried this out myself for 45 min (was on the phone with my daughter hehe) and i actually got 3 more shifts for next week but they go very fast..at any time, you can ask a pal for coaching assistance and suggestions..hope this helps!! hang in there everyone..
__________________
don't sweat the petty things and don't pet the sweaty things!
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Mommamona1
Member
Joined: 16 Jan 2009
Posts: 19
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# Posted: 2 Mar 2009 10:21
Reply
Thanks for the info. I opened a hornets nest yesterday on the chat line when I asked if we were to get existing cust. email if there wasn't one. I had been told yes and no..so I needed to know. Oh boy, everyone started jumping on the wagon about how their performance had been affected because of the misinfo. they had gotten and it went on and on. WOW! didn't know that would happen but may it was a good thing. Also was told to contact ATTN: Denise through site support to address conflicting info. & she could address that with agents and PALS. My questions is this: are the people on the chat line @N&C assist people or are they PALS? Again, things like this make it hard to know what's going on because there isn't enough info. to know who to address with questions. Just like on our feedback. I asked where the numbers come from and what is used to determine our feedback scores. I was told to look at the support site info under feedback>>>guess what ...there is nothing there to tell you. If we are going to critiqued on things we should at least be able to know how & what? Sorry for the rant...but also in the chat yesterday after I mentioned that the training info. was misguiding and had a lot of old info. I asked if something was going to emailed or newsletter posting on exactly what,when & how we are supposed to do and say when gathering cust. info. I was told they are working on something & it will be put in black & white shortly whatever that means. (I'm guessing the folks on chat line are qith @n&c..huh?)
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tigerlady
Member
Joined: 17 Mar 2008
Posts: 27
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# Posted: 4 Mar 2009 08:44
Reply
PER JOHN C at west who held the round table..we are to ALWAYS ask if no email is present..if cx complains that we keep asking, we are to refer them to cs..online chat is our PALs, i know this only because i talked on the phone to a PAL then 5 min later, she was in the online chat and said hi lol..i never have figured out the feed back score numbers..i think it has to do with each line on the form they complete is worth so many points but im really not sure..would be best to call a PAL on that one..i do know that with online chat, they are very cautious about answering questions that may lead to personal info (ie how come i got a 82 here but a 78 there) as its an open chat and your info wont be confidential..sorry to hear your having a bit of a time..i love my nites!!..staff is great, customers for the most part are really sweet..i saw they just posted new call flow guidelines but have not looked at them yet..let me know if you have any more questions..go get em!..oh, one thing i did pitch a fit about is the very lenghty new script for the PP for electronics..will knock your alc out of the ball park!..i just make sure i keep notes and put it on my eos...gesh..can tell i worked last nite hehe..do you ever have problems pronouncing the complete product name?? i get so tongue tied with some of the watches it gets soooo irritating..i keep the shopNBC.com page open on my puter and refer to it A LOT..PALs told me this is a no no but it really does help so i dont understand why..very fast when someone is looking at a product asking questions about colours ect..but use narrative for item descriptions..
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don't sweat the petty things and don't pet the sweaty things!
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ourkidsmom
Member
Joined: 4 Nov 2008
Posts: 15
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# Posted: 4 Mar 2009 10:05 · Edited by: ourkidsmom
Reply
I am beyond frustrated with the new alc goals. I would really love to see someone from sh*p sit down and man the phones for a few shifts with new customers, people that don't know the item number and the chatty ones that want to tell you about their "aunt Sue" that has the same product, the customers that ask 50 questions and then decide not to buy the item etc and have them get 175 or under! I have dropped my alc down from 299 average to 225 in the past month and I am now on STEP III pin... probation for 90 days! I got it this morning and just don't know what to do anymore. I got in "trouble" in my feedback for talking over a customer. This person was "chatty" and I was trying to redirect them. WTH? I was told in chat support that they weren't pinning for under 250 during this transition, but here I am at 225 and I got a Step III. I stopped working electronics and computer shows because when I got my Step I and II pins I emailed and their suggestion to me WAS to not work them anymore *shrugging my shoulders*. I have exceeded all other goals (feedback, productivity etc) and am even a level 1 agent... my feedbacks all say how they can hear the smile in my voice etc and I believe I am a good agent... I've been to ALL voluntary roundtables and have done everything suggested... IS ANYONE GETTING 175 ALC OR LOWER????? If you are, can I have your email so you can give me pointers??? I am beyond frustrated!! I NEED this job!! I have 4 kids and can't afford childcare... I only work 10 hours a week but still... * sigh* 
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eber3
Member
Joined: 11 Sep 2008
Posts: 75
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# Posted: 4 Mar 2009 11:22
Reply
Where are all the hours? It's always been hard to get hours, but the last two or three weeks it seem like they are not even posting a tenth of the hours they were.
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nuctread
Member
Joined: 8 Oct 2008
Posts: 31
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# Posted: 4 Mar 2009 12:11
Reply
i know what you mean - i can usually get 12-15 hrs and this week i was luck to get 7.
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vagabond
Member
Joined: 11 Apr 2008
Posts: 193
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# Posted: 4 Mar 2009 16:45
Reply
RO,
Just checking to see if you are still on this site and what is up?
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Mommamona1
Member
Joined: 16 Jan 2009
Posts: 19
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# Posted: 4 Mar 2009 16:46
Reply
I'm sad to say that I resigned from $n&c job this morning. I really did like the interaction with the customers but the whole situation was sooo messed up that I just didn't feel that is was worth it to me. I can drop fries in grease @ MickeyD's for what little I was getting paid. Not to mention that I felt like things were so unorganized that it was rediculus. I worked my 1st day on $n&c 2/22 & didn't work again until 2/24, well yesterday I was looking at the performance page and all of a sudden I see that I had a PIN suddenly had appeared from 12:43AM 2/24 for not adhereing to the ALC goal. WTH!?! How can you have someone just learning the system and how things work on top of having system problems get a PIN? Keeping in mind that my first day I had all kinds of problems with the system & the call logging clock just kept ticking. When I called for help they were to note my file....NOT!! The info. i got when working thru the chat would conflict from one person to the other and I kept getting bad feedback because of incorrect info. It just never seemed to end. Oh, and by the way, the ALC goal is 160, not 175...I verified that the other day as well. When I worked the other night they were saying that someone was actually @ 130 ALC...they need to let folks know who that is so you can get some assistance. When I asked about the feedback I got it was very vague or referred me to the "Support" site...more like none support...HAHA. I agree with "Ourkidsmom" I would like to see some one from their company sit and so this & reach the goals they have set. I actually asked product questions on chat the other night for several customers and time how long it took to get a response...anywhere from 5-8 minutes on several of the questions. When you can only work 1hr at a time becasue there are never any hours avail. & have several of these calls you can't possibly get your ALC goal. It's really sad they are making what should be a very fun and rewarding job so hard for people they would otherwise be great for their company. The turnover rate has got to be out of this world. Like "Tigerlady" I was getting around the same numbers on Feedback scores with 2 feedbacks on the same nights. Each Feedback was almost the same scores afterward & I know I wasn't doing some of the things they were saying or if I did it ws because I had been told by some else that I was to do it. Sorry guys, it just seemed like such an uphill battle that didn't have a good ending for me. I'm usually one to...as they say "beat a dead horse" but this time it just wasn't worth it to me. I actually had a 2nd phone line put in and I was barely making enough to pay for that; which doesn't even include my time. Hope all works out for you all and I wish I had more encouraging words for you. I will try to work the other skill but I'm done with this one. Good Luck!
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vagabond
Member
Joined: 11 Apr 2008
Posts: 193
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# Posted: 4 Mar 2009 17:25
Reply
Mommamona1
Sorry to hear that, I don't know what is going on, you would think that with the economy the way it is customer service would be number one. People need to feel good about what they are buying, not like you don't have time for them.
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ourkidsmom
Member
Joined: 4 Nov 2008
Posts: 15
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# Posted: 5 Mar 2009 10:48
Reply
Well, I worked a 2 hour shift last night and met the 160 alc ... got 159 actually... BUT! I had to be short and almost rude to get people to finish their orders quickly! *sigh* I was in tears at first because my first person couldn't read their security code on their cc and I was on the phone nearly 9 minutes with them! I really don't think I could have met the 160 if I didn't have a "1" rating and got calls back to back like I did. The 2 ghost calls I got and the one quick question helped tremendously too. I think they are going to lose a lot of good agents because of this. OH! and btw, I checked the faq section to see what it takes to get a 1 rating. The answer was dated in 2007 and ALC makes up 45% of this decision and it says to keep an ALC of 265 seconds. Now THAT is more reasonable!
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nuctread
Member
Joined: 8 Oct 2008
Posts: 31
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# Posted: 5 Mar 2009 14:58
Reply
i think that i can make the alc goal but like ourkidsmom i am short and if they have a question i am more than likely going to transfer them to customer service rather than try to look it up even if i can. it just takes to long.. and i got a coaching saying that i should look at the shows and pick different shows so that i can average my alc. so i only took one show that would involve tv or computers. that is sad that i have to look up shows before i pick up shifts because my alc might be too long. and i am always looking at the alc now and almost hoping for a transfer to customer service or hang up just to keep it down. it shouldn't be that way.. but hey i need the job so i won't complain too much... i will just keep plugging away and hope that they offer more hours so that i don't have to worry about having a bad day 
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Mommamona1
Member
Joined: 16 Jan 2009
Posts: 19
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# Posted: 5 Mar 2009 16:41
Reply
Perhaps the links below may explain why $h&@ is cutting back...not to meniton that I suspect that some of the hours that would post might be grabbed up by the PALS before anyone else sees them. I have been told by some of the PALS that they worked 30-35 hrs a wk. and this was just recently. I'm saying that they are doing this but it is worth a pause..HMMM? Anyway, when you look at these links you will see that $h&@ is not exactly where you want your money right now & I'm sure they are cutting back on their expenses.
http://money.aol.com/news/articles/qp/pr/_a/shopnbc-announces-agreement-to/rfid188826 325
http://greenbackd.com/2009/02/04/valuevision-media-inc-nasdaqvvtv-update/
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tigerlady
Member
Joined: 17 Mar 2008
Posts: 27
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# Posted: 6 Mar 2009 23:02
Reply
wow..lots of info..momma, i hope your able to find something better, keep us up to date!!..i had no idea that PALs have to go online to get hours..thought they were employees of west with regular schedules..yikes..i can only work from home so i am kinda stuck here for now..i have been averaging 15-20 hours a week but i do dump hours here and there if i need to due to illness..its nites though and hard to get rid of..hang in there everyone!!
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