First BOC

yonit · Today, 01:08 PM

Well, I seem to be following in Julie's footsteps, or maybe it is part of the plan. Great 1st feedback, and then a lousy second one- complete with a BOC.

The BOC was for "rudeness" - she said I hung up on the custy. Get this - she said I handled the call appropriately, my closing was correct and that I did complete the call correctly. But that I then hung up before the custy did.

Do you guys all listen for the custy to hang up before you do? I guess I will be from now on! LOL

She also dinged me for not verifying the item qty. I KNOW to do this, and I think I always do, but it is possible that with all the upsells we had the past few days I wasn't crystal clear in verifying that.

Oh well, live and learn hopefully next one will be better, and my overall fb avg is still fine.

And I am back on Tier 1 today...

StacyVal · Today, 01:14 PM

Are you serious?? I always make sure to say my goodbyes before closing the screen, but I surely don't sit on the line and wait to hear a click on the other end.. hell, I got an ALC to try and salvage each shift and some custys take FOREVER to hang up... I guess its something else to watch out for. Sorry to read about the boc.

Daisy · Today, 01:16 PM

I don't wait for them to hang up either, never have

angelmom · Today, 01:38 PM

Yonit, I don't wait either. I ask if there's anything else, if there isn't, give the closing, CLICK. Maybe the custy started to ask something else and you didn't hear, or the pal is new. You may want to follow up on that and speak directly to the TL to find out what happened.

That's just CRAZY.

Julsiec · Today, 01:43 PM

Oh no! I'm sorry this happened to you.
It's really frustrating isn't it?

I've been back & forth on T1/T2, my 3rd FB brought my average back up to above the levels they want me to be, but it didn't seem to help my tier as I'm back to T2 today. I think it was my order conversion that did me in yesterday. I know it was not great - today isn't going so well either. I just seem to get a lot of callers looking to see if something is in stock - and of course, it isn't.

As far as hanging up on the customer, I tell them "bye" and then hang up. I don't wait for them to disconnect. I'll tell them bye, then they get dead air for me for as long as it takes for me to toggle back to the ADE screen to log the call.

Have you talked to the PAL that did your FB? I just can't believe they boc'd you for hanging up before the custy!

yonit · Today, 02:05 PM

Thanks everyone. Good to know that I am not the crazy one!

I am going round and round on how hard to fight this. From reading here, it doesn't seem like anyone has ever won when they have contested a BOC. They won't let me hear the call and it would basically be the PAL's word against mine. Even though it isn't mentioned in the BOC, maybe the custy was saying good bye or hagd or something while I hung up on her - and I have no way of proving otherwise.

So what is the point in fighting this?

I know it sounds silly, but I am most offended that I got a BOC for "rudeness" when even the PAL said I was polite to the custy. I just don't like being called rude... Silly, I know...

mamacolleen · Today, 02:31 PM

Yonit, Try not to take it personally, I don't wait for the custy to hang up either. I always say good bye and the custy usually says bye back. I then disconnect the call.
Don't let an over zealous p*l ruin your week. I have often wondered if they have a quota to meet regarding dings and bocs. I have seen so many times really silly reasons for bocs. I can understand completly if they mention the error in the fb - but a boc seems a little extreme to me. From your posts it seems to me you are doing a great job!! Keep up the good work!

justme · Today, 02:37 PM

You probably won't win trying to fight it, but I'd still call just to find out exactly what the pal thought you did wrong.

I let a ding I kept getting on my feedback go and on before I finally called. Come to find out, what was getting me dinged was nothing like I thought it was. I changed my call flow to suit my tl and haven't had a problem since.

I would call, just to clarify what her objection was.

MissL · Today, 05:27 PM

I don't ever wait to hear a click before I hang up, Yonit. From what I've experienced and read on this board, PALs are wrong A LOT of the time. I heard someone got a boc for not verifying the phone number, and I NEVER do that, and I have never rec'd a boc for that. Infact, no where in training does it state that we are supposed to be verifying the phone number, or not hanging up until we hear a click. Try not to feel too bad about it. I don't blame you for wanting answers though. I'd be calling the pal and the supervisor to find out if anything can be done, or if they could be more specific. I'm so sorry it happened. From what I've read, we don't get any warning if something changes, instead we get a boc. I do appreciate you sharing this with us, and would be interested to find out what the outcome is so I will know if I need to start waiting for the "click".

alexncammom · Today, 05:38 PM

With the new script your suppose to ask the customer for their phone number..I will repeat it back to them once they give it to me...I will also verify the phone number when they insist on giving me the acct number instead...I'm not sure if thats what you mean about verifying phone number.

MissL · Today, 05:39 PM

what script are you referring to? The script that I have printed out from 2 months ago in training does not state that at all.

angelmom · Today, 05:41 PM

Yes, Laura, we are supposed to ask them for their phone #, then verify it back to them. It's on the training site, and they've also stated it a couple of times on ADE when working. I know some people c&p the # that shows on ADE when the call comes in, but I don't do that. Is that what you are doing? Too many times, they are calling from work, a hotel room, grandma's house..whatever. The # that pops isn't their home phone # and will not bring up their account.

Many do the C&P thing and also ask. I guess I just hate c&p'ing then quickly erasing while they are spitting out their phone number.

MissL · Today, 05:44 PM

I have never seen that on ADE, only item number, description, quantity, and to read the email address script verbatim. I'll go check out the new script on the training site. That's totally new to me, and have had 3 feedbacks in the last 30 days that were all good. I'll have to print out the new script and force myself to change the habit that I have created by not asking.

mamacolleen · Today, 05:44 PM

To verify the phone # I repeat it back to the custy as I'm entering it into the system. works most of the time unless I have a custy who is in a big hurry, Then I repeat it back to them. Thats one of the few things I haven't been dinged on.

yonit · Today, 05:52 PM

Yeah, I also just verify the phone number as I type it in. I do remember that from training as well - or maybe I just think I do, since I have seen it said enough times around here (where I get my REAL training).

Honestly, I don't see what the big deal is about verifying the phone number. We are then verifying name/ship to address etc... If that is all right, obviously we typed in the right phone number!

But hey, I just do what I am told...

MissL · Today, 05:52 PM

I just went back over the call flows for new customers and existing customers on the training site, and still don't see where we are supposed to be verifying the phone number. Maybe I'm missing it though. Can anyone point me in the right direction as to where the most recent call flow script is located?

alexncammom · Today, 05:57 PM

Did you look under call flow scripts...It was the sixth line down under identify customer..I just went back to verify that it was still there..

MissL · Today, 06:01 PM

I'm still not seeing it, and I'm looking under Module 5 and then clicking Call flow scipts (the printable ones) and then the choices are new cust, existing cust, existing cust, and cancel order. Those are the only printalbe call flows on my training page, and they don't mention anything about verifying the phone number

MissL · Today, 06:02 PM

Do we have different training sites I wonder???

angelmom · Today, 06:03 PM

Under courses, mod 5: call flows, basic order. After upsell offers it says "May I have your cust # or home phone #."

But actually that's outdated. We aren't supposed to ask for customer # anymore, just the phone #. I was dinged for asking for custy # or phone # about 2-3 months ago. We were sent emails stating that we just are to ask for phone #'s.

In the training it then instructs you to verify the # back to them. HTH's

MissL · Today, 06:04 PM

My script is updated and doesn't say that...I'll pm you a copy of mine.

Keep in mind that I just completed training a few months ago, and my script also shows the new email script.

MissL · Today, 06:11 PM

My goodness...I thought they would have sent updated call flows to everyone. That is shocking that they have training material on the website that is outdated. Whoever wants it, I'll PM you the new link to the new training site...I'm sure that would help clarify a lot.

alexncammom · Today, 06:11 PM

When I go into module 5, under call flow scripts new customers I can the new script..I don't really know why its not there for you...Maybe your training still has the old scripts..I can send you a copy if you want..I have a email with the new scripting...

MissL · Today, 06:14 PM

My training is from 2 months ago. But you can send it to me too if you'd like. I don't even have the same options that you and connie do on my training page.

justme · Today, 06:18 PM

Miss L,

I think the confusion is because the call flow scripts don't specifically say the words "verify" or tell you to repeat the phone number back to the customer. The change that was made in the call flow was just that we no longer asked for the customer number, but were to ask only for the phone number.

Verifying the number has always been a requirement, that hasn't changed since I've been here. We've always had to verify whatever number we get..customer number or phone number.

We were sent an email back in July ( I actually went back and found the copy I saved) telling us about the change from customer number to phone number and it clearly states that we are to verify the customer phone number. Additionally, if you'll take a look at a feedback that you've received you'll see a line that lists accurately capture/verify customer phone number.

Unfortunately, new ics are not given these updates that existing ic's get along the way and so quite often the information is only received via a boc or ding on your feedback.

Trust the advice you're being given. It used to be errors of this type were only dings on feedbacks, but recently not verifying information has been resulting in bocs.

If you'd like a copy of that email, I'd be happy to send it to you.

Today, 01:08 PM	#1
yonit Senior Member Join Date: Sep 2006 Location: New England Posts: 241 Thanks: 18 Thanked 22 Times in 19 Posts	First BOC Well, I seem to be following in Julie's footsteps, or maybe it is part of the plan. Great 1st feedback, and then a lousy second one- complete with a BOC. The BOC was for "rudeness" - she said I hung up on the custy. Get this - she said I handled the call appropriately, my closing was correct and that I did complete the call correctly. But that I then hung up before the custy did. Do you guys all listen for the custy to hang up before you do? I guess I will be from now on! LOL She also dinged me for not verifying the item qty. I KNOW to do this, and I think I always do, but it is possible that with all the upsells we had the past few days I wasn't crystal clear in verifying that. Oh well, live and learn hopefully next one will be better, and my overall fb avg is still fine. And I am back on Tier 1 today... __________________ Homeschooling Mom of 3 kids and pregnant with #4, Childbirth Educator and Trainer, Doctoral Candidate, and West Contractor

Today, 01:14 PM	#2
StacyVal Senior Member Join Date: Jul 2006 Location: Brooklyn, NY Posts: 406 Thanks: 59 Thanked 61 Times in 39 Posts	Re: First BOC Are you serious?? I always make sure to say my goodbyes before closing the screen, but I surely don't sit on the line and wait to hear a click on the other end.. hell, I got an ALC to try and salvage each shift and some custys take FOREVER to hang up... I guess its something else to watch out for. Sorry to read about the boc. __________________

Today, 01:16 PM	#3
Daisy Owner Join Date: Jul 2006 Location: The Hills Posts: 3,028 Thanks: 138 Thanked 428 Times in 325 Posts	Re: First BOC I don't wait for them to hang up either, never have __________________

Today, 01:38 PM	#4
angelmom Owner Join Date: Jan 2006 Posts: 4,119 Thanks: 513 Thanked 666 Times in 446 Posts	Re: First BOC Yonit, I don't wait either. I ask if there's anything else, if there isn't, give the closing, CLICK. Maybe the custy started to ask something else and you didn't hear, or the pal is new. You may want to follow up on that and speak directly to the TL to find out what happened. That's just CRAZY. __________________ ~~Connie~~

Today, 01:43 PM	#5
Julsiec Senior Member Join Date: Sep 2006 Location: Virginia Posts: 590 Thanks: 27 Thanked 32 Times in 29 Posts	Re: First BOC Oh no! I'm sorry this happened to you. It's really frustrating isn't it? I've been back & forth on T1/T2, my 3rd FB brought my average back up to above the levels they want me to be, but it didn't seem to help my tier as I'm back to T2 today. I think it was my order conversion that did me in yesterday. I know it was not great - today isn't going so well either. I just seem to get a lot of callers looking to see if something is in stock - and of course, it isn't. As far as hanging up on the customer, I tell them "bye" and then hang up. I don't wait for them to disconnect. I'll tell them bye, then they get dead air for me for as long as it takes for me to toggle back to the ADE screen to log the call. Have you talked to the PAL that did your FB? I just can't believe they boc'd you for hanging up before the custy! __________________ Right now, I am having amnesia and deja vu at the same time I think that I have forgotten this before.

Today, 02:05 PM	#6
yonit Senior Member Join Date: Sep 2006 Location: New England Posts: 241 Thanks: 18 Thanked 22 Times in 19 Posts	Re: First BOC Thanks everyone. Good to know that I am not the crazy one! I am going round and round on how hard to fight this. From reading here, it doesn't seem like anyone has ever won when they have contested a BOC. They won't let me hear the call and it would basically be the PAL's word against mine. Even though it isn't mentioned in the BOC, maybe the custy was saying good bye or hagd or something while I hung up on her - and I have no way of proving otherwise. So what is the point in fighting this? I know it sounds silly, but I am most offended that I got a BOC for "rudeness" when even the PAL said I was polite to the custy. I just don't like being called rude... Silly, I know... __________________ Homeschooling Mom of 3 kids and pregnant with #4, Childbirth Educator and Trainer, Doctoral Candidate, and West Contractor

Today, 02:31 PM	#7
mamacolleen Senior Member Join Date: Feb 2006 Posts: 835 Thanks: 172 Thanked 107 Times in 89 Posts	Re: First BOC Yonit, Try not to take it personally, I don't wait for the custy to hang up either. I always say good bye and the custy usually says bye back. I then disconnect the call. Don't let an over zealous p*l ruin your week. I have often wondered if they have a quota to meet regarding dings and bocs. I have seen so many times really silly reasons for bocs. I can understand completly if they mention the error in the fb - but a boc seems a little extreme to me. From your posts it seems to me you are doing a great job!! Keep up the good work! __________________

Today, 02:37 PM	#8
justme Senior Member Join Date: Jan 2006 Posts: 1,767 Thanks: 43 Thanked 185 Times in 147 Posts	Re: First BOC You probably won't win trying to fight it, but I'd still call just to find out exactly what the pal thought you did wrong. I let a ding I kept getting on my feedback go and on before I finally called. Come to find out, what was getting me dinged was nothing like I thought it was. I changed my call flow to suit my tl and haven't had a problem since. I would call, just to clarify what her objection was. __________________ * Earn Money Writing * Click Here!

Today, 05:27 PM	#9
MissL Senior Member Join Date: Sep 2006 Posts: 408 Thanks: 158 Thanked 64 Times in 44 Posts	Re: First BOC I don't ever wait to hear a click before I hang up, Yonit. From what I've experienced and read on this board, PALs are wrong A LOT of the time. I heard someone got a boc for not verifying the phone number, and I NEVER do that, and I have never rec'd a boc for that. Infact, no where in training does it state that we are supposed to be verifying the phone number, or not hanging up until we hear a click. Try not to feel too bad about it. I don't blame you for wanting answers though. I'd be calling the pal and the supervisor to find out if anything can be done, or if they could be more specific. I'm so sorry it happened. From what I've read, we don't get any warning if something changes, instead we get a boc. I do appreciate you sharing this with us, and would be interested to find out what the outcome is so I will know if I need to start waiting for the "click". __________________

Today, 05:38 PM	#10
alexncammom Senior Member Join Date: Jan 2006 Posts: 159 Thanks: 10 Thanked 43 Times in 36 Posts	Re: First BOC With the new script your suppose to ask the customer for their phone number..I will repeat it back to them once they give it to me...I will also verify the phone number when they insist on giving me the acct number instead...I'm not sure if thats what you mean about verifying phone number.

Today, 05:39 PM	#11
MissL Senior Member Join Date: Sep 2006 Posts: 408 Thanks: 158 Thanked 64 Times in 44 Posts	Re: First BOC what script are you referring to? The script that I have printed out from 2 months ago in training does not state that at all. __________________

Today, 05:41 PM	#12
angelmom Owner Join Date: Jan 2006 Posts: 4,119 Thanks: 513 Thanked 666 Times in 446 Posts	Re: First BOC Yes, Laura, we are supposed to ask them for their phone #, then verify it back to them. It's on the training site, and they've also stated it a couple of times on ADE when working. I know some people c&p the # that shows on ADE when the call comes in, but I don't do that. Is that what you are doing? Too many times, they are calling from work, a hotel room, grandma's house..whatever. The # that pops isn't their home phone # and will not bring up their account. Many do the C&P thing and also ask. I guess I just hate c&p'ing then quickly erasing while they are spitting out their phone number. __________________ ~~Connie~~

Today, 05:44 PM	#13
MissL Senior Member Join Date: Sep 2006 Posts: 408 Thanks: 158 Thanked 64 Times in 44 Posts	Re: First BOC I have never seen that on ADE, only item number, description, quantity, and to read the email address script verbatim. I'll go check out the new script on the training site. That's totally new to me, and have had 3 feedbacks in the last 30 days that were all good. I'll have to print out the new script and force myself to change the habit that I have created by not asking. __________________

Today, 05:44 PM	#14
mamacolleen Senior Member Join Date: Feb 2006 Posts: 835 Thanks: 172 Thanked 107 Times in 89 Posts	Re: First BOC To verify the phone # I repeat it back to the custy as I'm entering it into the system. works most of the time unless I have a custy who is in a big hurry, Then I repeat it back to them. Thats one of the few things I haven't been dinged on. __________________

Today, 05:52 PM	#15
yonit Senior Member Join Date: Sep 2006 Location: New England Posts: 241 Thanks: 18 Thanked 22 Times in 19 Posts	Re: First BOC Yeah, I also just verify the phone number as I type it in. I do remember that from training as well - or maybe I just think I do, since I have seen it said enough times around here (where I get my REAL training). Honestly, I don't see what the big deal is about verifying the phone number. We are then verifying name/ship to address etc... If that is all right, obviously we typed in the right phone number! But hey, I just do what I am told... __________________ Homeschooling Mom of 3 kids and pregnant with #4, Childbirth Educator and Trainer, Doctoral Candidate, and West Contractor

Today, 05:52 PM	#16
MissL Senior Member Join Date: Sep 2006 Posts: 408 Thanks: 158 Thanked 64 Times in 44 Posts	Re: First BOC I just went back over the call flows for new customers and existing customers on the training site, and still don't see where we are supposed to be verifying the phone number. Maybe I'm missing it though. Can anyone point me in the right direction as to where the most recent call flow script is located? __________________

Today, 05:57 PM	#17
alexncammom Senior Member Join Date: Jan 2006 Posts: 159 Thanks: 10 Thanked 43 Times in 36 Posts	Re: First BOC Did you look under call flow scripts...It was the sixth line down under identify customer..I just went back to verify that it was still there..

Today, 06:01 PM	#18
MissL Senior Member Join Date: Sep 2006 Posts: 408 Thanks: 158 Thanked 64 Times in 44 Posts	Re: First BOC I'm still not seeing it, and I'm looking under Module 5 and then clicking Call flow scipts (the printable ones) and then the choices are new cust, existing cust, existing cust, and cancel order. Those are the only printalbe call flows on my training page, and they don't mention anything about verifying the phone number __________________

Today, 06:02 PM	#19
MissL Senior Member Join Date: Sep 2006 Posts: 408 Thanks: 158 Thanked 64 Times in 44 Posts	Re: First BOC Do we have different training sites I wonder??? __________________

Today, 06:03 PM	#20
angelmom Owner Join Date: Jan 2006 Posts: 4,119 Thanks: 513 Thanked 666 Times in 446 Posts	Re: First BOC Under courses, mod 5: call flows, basic order. After upsell offers it says "May I have your cust # or home phone #." But actually that's outdated. We aren't supposed to ask for customer # anymore, just the phone #. I was dinged for asking for custy # or phone # about 2-3 months ago. We were sent emails stating that we just are to ask for phone #'s. In the training it then instructs you to verify the # back to them. HTH's __________________ ~~Connie~~

Today, 06:04 PM	#21
MissL Senior Member Join Date: Sep 2006 Posts: 408 Thanks: 158 Thanked 64 Times in 44 Posts	Re: First BOC My script is updated and doesn't say that...I'll pm you a copy of mine. Keep in mind that I just completed training a few months ago, and my script also shows the new email script. __________________ Last edited by MissL : Today at 06:09 PM. Reason: grammer :)

Today, 06:11 PM	#22
MissL Senior Member Join Date: Sep 2006 Posts: 408 Thanks: 158 Thanked 64 Times in 44 Posts	Re: First BOC My goodness...I thought they would have sent updated call flows to everyone. That is shocking that they have training material on the website that is outdated. Whoever wants it, I'll PM you the new link to the new training site...I'm sure that would help clarify a lot. __________________

Today, 06:11 PM	#23
alexncammom Senior Member Join Date: Jan 2006 Posts: 159 Thanks: 10 Thanked 43 Times in 36 Posts	Re: First BOC When I go into module 5, under call flow scripts new customers I can the new script..I don't really know why its not there for you...Maybe your training still has the old scripts..I can send you a copy if you want..I have a email with the new scripting...

Today, 06:14 PM	#24
MissL Senior Member Join Date: Sep 2006 Posts: 408 Thanks: 158 Thanked 64 Times in 44 Posts	Re: First BOC My training is from 2 months ago. But you can send it to me too if you'd like. I don't even have the same options that you and connie do on my training page. __________________

Today, 06:18 PM	#25
justme Senior Member Join Date: Jan 2006 Posts: 1,767 Thanks: 43 Thanked 185 Times in 147 Posts	Re: First BOC Miss L, I think the confusion is because the call flow scripts don't specifically say the words "verify" or tell you to repeat the phone number back to the customer. The change that was made in the call flow was just that we no longer asked for the customer number, but were to ask only for the phone number. Verifying the number has always been a requirement, that hasn't changed since I've been here. We've always had to verify whatever number we get..customer number or phone number. We were sent an email back in July ( I actually went back and found the copy I saved) telling us about the change from customer number to phone number and it clearly states that we are to verify the customer phone number. Additionally, if you'll take a look at a feedback that you've received you'll see a line that lists accurately capture/verify customer phone number. Unfortunately, new ics are not given these updates that existing ic's get along the way and so quite often the information is only received via a boc or ding on your feedback. Trust the advice you're being given. It used to be errors of this type were only dings on feedbacks, but recently not verifying information has been resulting in bocs. If you'd like a copy of that email, I'd be happy to send it to you. __________________ * Earn Money Writing * Click Here!