Stuff that will freak you out ....

MrLips · 07-14-2006, 10:30 AM

I wanted to compile a list of things that happen here on the DUB, aka Evil Empire, that may cause newbies (some oldbies too) to have a panic attack.
You know, like those heavy handed on screen warnings and BOC e-mails. Not that the warning should be ignored but more what they really are and how to proceed.

If you think this is a good idea add your " tip" here. I suggest one tip per post.

ceparks · 07-14-2006, 10:36 AM

ALL LINES

The performance page is not always up-to-date or correct. Take it with a grain of salt, and not as the "all knowing"

It is seldom updated on the weekend

Those are not the stats that are used (ie, you may show no sales for a day, but that doesn't mean you had no sales for the day)

(on a side note, I am wondering if each line needs it's own SHOCK THREAD)

MrLips · 07-14-2006, 10:44 AM

on DR

Call being monitored/disciplinary action notice

while all calls are digitaly recorded, no one is really sitting there listing to a live call and sending you a personal message that you are in violation of the Dub's SOPs. It's just a middle school scare tactic to get you read your script verbatum.

Just make certain you are reading you are reading the script verbatum and never leave a page too soon (10 second min. I think) and you will be fine

Myas*Mommy · 07-14-2006, 10:56 AM

H*N

The change the wording in the script all the time. They add and add and expect you to keep the same low ALC. There's no way around this just try your best.

pjs · 07-14-2006, 10:57 AM

BOCs (breach of contract) flow like water with West and are jokingly referred to as "memos" by many. While you should always make sure you understand the reason you received one and adjust your call handling accordingly, you are not about to be instantly terminated for it. General concensus is that the policy is possible termination after 3 BOCs for the same offense...but your mileage may vary, depending on who you talk to on any given day.

If you are completely convinced that the BOC is incorrect, call and ask to speak to a supervisor and ask for the call to be reviewed. There are agents who have been successful in having incorrect BOCs removed.

Poison · 07-14-2006, 02:28 PM

When you get e-mails that tell you that you have fallen below the required percentage on upsell conversion, order conversion, PP conversion, etc...this is NOT a BOC e-mail, unless you see Breach Of Contract in the e-mail subject.

The first time I got one of these, I thought it was a boc.

These e-mails just have 'helpful' suggestions and tips to bring up whatever area you were lacking in.

webwalker · 07-19-2006, 04:29 PM

When talking with a P*L and your cust is on hold.. always be professional.. There have been times when the cust could hear the conversation..

Gypsywind · 07-19-2006, 04:54 PM

Quote:

Originally Posted by webwalker

When talking with a P*L and your cust is on hold.. always be professional.. There have been times when the cust could hear the conversation..

That is my nightmare almost as bad as the naked at high school one. Not that I'm not professional but I go kid around with the p*ls and some of the other people we deal with on the SHR line. I have never said anything inappropriate but if someone is being a pill I may say so.

scott25801 · 07-27-2006, 07:39 PM

Quote:

Originally Posted by pjs

BOCs (breach of contract) flow like water with West and are jokingly referred to as "memos" by many. While you should always make sure you understand the reason you received one and adjust your call handling accordingly, you are not about to be instantly terminated for it. General concensus is that the policy is possible termination after 3 BOCs for the same offense...but your mileage may vary, depending on who you talk to on any given day.

If you are completely convinced that the BOC is incorrect, call and ask to speak to a supervisor and ask for the call to be reviewed. There are agents who have been successful in having incorrect BOCs removed.

Just to elaborate I got a boc that was completely uncalled for. I complained. Or explained my self clearly, and professionally. I got another boc for same thing. I complained again (replied to email)
and made a couple calls, and evidently the pal was disciplined. as he/she was very apologetic, and resolved the situation. I don't know what happened, but I do know something happpened. I'm very vague on purpose. I suspect that this pal no longer works for WEST. they were transferred to diff. dept. and we sort of bumped heads agaain. this time I did not complain. did mnot even know what they did. but he/she appologized again, and gave me some excused time.
I still don't know what they did wrong. I inquired as to what the appologfy was for, and never got a reply. I have not seen evidence that this pal is still there. maybe they quit, or was fired, i don't know. It did seems like I couldn't avoid this person somehow. They always seemed to answer my calls. etc... Anyway the pals do have to use common sense, and good judgement.

catmeds · 07-31-2006, 07:10 AM

Keep tabs on any excused time that you take. They will not always apply that to your performance page.

07-14-2006, 10:30 AM	#1
MrLips Chicken Lips the Trumpet Man Join Date: Jan 2006 Location: Band Practice, WPLH or a Poker Game Posts: 2,254 Thanks: 289 Thanked 376 Times in 255 Posts	Stuff that will freak you out .... I wanted to compile a list of things that happen here on the DUB, aka Evil Empire, that may cause newbies (some oldbies too) to have a panic attack. You know, like those heavy handed on screen warnings and BOC e-mails. Not that the warning should be ignored but more what they really are and how to proceed. If you think this is a good idea add your " tip" here. I suggest one tip per post. __________________ WAHA is like a box of chocolates Sometimes you are the last one there, someone has poked through all of them and swiped the good ones Beware the Evil Empire.... Don't let 'em steal your happy!!!!! Thanks PamJean

07-14-2006, 10:36 AM	#2
ceparks Senior Member Join Date: Jan 2006 Location: DelMarVa Posts: 843 Thanks: 109 Thanked 92 Times in 74 Posts	Re: Stuff that will freak you out .... ALL LINES The performance page is not always up-to-date or correct. Take it with a grain of salt, and not as the "all knowing" It is seldom updated on the weekend Those are not the stats that are used (ie, you may show no sales for a day, but that doesn't mean you had no sales for the day) (on a side note, I am wondering if each line needs it's own SHOCK THREAD) __________________ For When You Need a Little Laugh MOM TO FOUR MacKenzie Marian 11 4/28/95 Cavin Wallace 8 3/31/98 Morganna Ruby 3/31/02 Trinity Angel Rose 10/24/06 Trinity's Blog Family Pictures Last edited by ceparks : 07-14-2006 at 12:04 PM.

07-14-2006, 10:44 AM	#3
MrLips Chicken Lips the Trumpet Man Join Date: Jan 2006 Location: Band Practice, WPLH or a Poker Game Posts: 2,254 Thanks: 289 Thanked 376 Times in 255 Posts	Re: Stuff that will freak you out .... on DR Call being monitored/disciplinary action notice while all calls are digitaly recorded, no one is really sitting there listing to a live call and sending you a personal message that you are in violation of the Dub's SOPs. It's just a middle school scare tactic to get you read your script verbatum. Just make certain you are reading you are reading the script verbatum and never leave a page too soon (10 second min. I think) and you will be fine __________________ WAHA is like a box of chocolates Sometimes you are the last one there, someone has poked through all of them and swiped the good ones Beware the Evil Empire.... Don't let 'em steal your happy!!!!! Thanks PamJean

07-14-2006, 10:56 AM	#4
Myas*Mommy Senior Member Join Date: Mar 2006 Location: Kissimmee, Florida Posts: 718 Thanks: 143 Thanked 79 Times in 70 Posts	Re: Stuff that will freak you out .... H*N The change the wording in the script all the time. They add and add and expect you to keep the same low ALC. There's no way around this just try your best. __________________

07-14-2006, 10:57 AM	#5
pjs The Flame Eating Mod Join Date: Jan 2006 Posts: 3,805 Thanks: 516 Thanked 707 Times in 518 Posts	Re: Stuff that will freak you out .... BOCs (breach of contract) flow like water with West and are jokingly referred to as "memos" by many. While you should always make sure you understand the reason you received one and adjust your call handling accordingly, you are not about to be instantly terminated for it. General concensus is that the policy is possible termination after 3 BOCs for the same offense...but your mileage may vary, depending on who you talk to on any given day. If you are completely convinced that the BOC is incorrect, call and ask to speak to a supervisor and ask for the call to be reviewed. There are agents who have been successful in having incorrect BOCs removed.

07-14-2006, 02:28 PM	#6
Poison Senior Member Join Date: Jan 2006 Location: SE Texas Posts: 1,084 Thanks: 110 Thanked 134 Times in 94 Posts	Re: Stuff that will freak you out .... When you get e-mails that tell you that you have fallen below the required percentage on upsell conversion, order conversion, PP conversion, etc...this is NOT a BOC e-mail, unless you see Breach Of Contract in the e-mail subject. The first time I got one of these, I thought it was a boc. These e-mails just have 'helpful' suggestions and tips to bring up whatever area you were lacking in. __________________ http://www.gainpay.com/pages/index.php?refid=fwilmore PAID! ~~~:bluerose: ~~~

07-19-2006, 04:29 PM	#7
webwalker Senior Member Join Date: Jan 2006 Posts: 517 Thanks: 19 Thanked 68 Times in 61 Posts	Re: Stuff that will freak you out .... When talking with a P*L and your cust is on hold.. always be professional.. There have been times when the cust could hear the conversation.. __________________ You are now caught in my web...

07-31-2006, 07:10 AM	#10
catmeds Senior Member Join Date: Jun 2006 Location: Virginia Posts: 1,136 Thanks: 44 Thanked 68 Times in 63 Posts	Re: Stuff that will freak you out .... Keep tabs on any excused time that you take. They will not always apply that to your performance page.