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As a DirectTv CSR....


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61 replies to this topic

#41 ONLINE   GregLee

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Posted 01 February 2012 - 01:05 AM

Sometimes, common sense has to superceed whatever script is written on a computer monitor. :)

This issue has come up several times for me, too. I don't know whether responses are dictated by a computer screen, but somehow CSRs can get stuck in a rote procedure that may make sense in most circumstances, but not quite all circumstances, but they seem incapable of going beyond the steps and procedures that have been set out for them. My impression has been that they don't have permission to vary from a strict, literal interpretation of their instructions. This can be very frustrating. My last interaction with CSRs was my attempt just a couple of weeks ago to get my broken remote control replaced, under the protection plan, and it took me an hour -- yes, really an hour -- going through pointless diagnostic procedures that couldn't possibly have shown whether my old remote was broken. It made me very angry.

And then there's the problem that CSRs can't order specific parts for you. Why not? There's no place on the screen to put in a part number. This is obviously not the CSR's fault.
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#42 OFFLINE   mark40511

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Posted 01 February 2012 - 02:30 AM

Well.......I was a land line telephone (0) operator for 8 years, so I definitely treat CSR's the way I would want to be treated......But even still, I have to admit that I have hung up a "couple" of times in the past so I could get another CSR. I don't know if it was a vibe or what but sometimes you get the feeling (even though you're being nice) that you are "bothering" them. If I get that vibe, I hang up and call back.

Good example: I received an email for three months of Cinemax for free so I called and they activated it and was told I needed to call back Jan 9th to cancel or I would start being billed once the promotion ended, so I did. Upon calling to cancel I asked the CSR if there were any promotions currently going on on any of the premium channels, so looked & said no. She sounded so bored and made me wonder if she just didn't feel like checking. I said OK, thanks.

About an hour later, I called back, asked the same question and she said Yes I have Showtime free for 2 months which fell off automatically & I didn't have to call & cancel. I said ok thanks.

#43 OFFLINE   cha0sad

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Posted 04 February 2012 - 01:38 AM

Just out of curiosity foodnova, whats your call type? (in case you care, I'm a CRG/ACE TSS)

Edited by cha0sad, 04 February 2012 - 01:40 AM.
typo


#44 OFFLINE   DLancer

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Posted 04 February 2012 - 07:09 PM

I'm a CRG CSR so I can answer a few questions. I'm doing this in my own time and am not an official representative of Directv. The views expressed are my own and not necessarily reflective of Directv.


1. Do they track invalid transfers that are made by agents on your end or is that something that only hits us?


They're tracked but its not really a focus at all. Generally keeping transfers as a whole down is viewed as more important.

2. We have alot of different information regarding "grace periods" and have made it a practice to just say one doesn't exist. If so, how long is it (i don't expect you to post here but a pm answer would suffice for this one).


24 hours after activation of the receivers generally, certain states have an extending grace period in *very* specific circumstances. So its generally safer to say there isn't one.

3. Do they give any info to you guys about connecting a Tivo unit(not a DTV Tivo) to the system or if it is possible. I am seeing a HUGE influx of those on my team at my site and I promised I would look into it for them so they aren't telling customers the wrong information.


a normal Tivo can't be used with DTV service. Only the THR-22 can be used with DTV service.

4. If a customer is disconnected for lack of payment, do they have any option at all to speak to someone from the automated system or does the system just route them around because we get people that will hit new customer to speak to us because they have been lost in the loop and I would like to be able to let them know the best way to navigate the menu so I don't come off as a tool "Unfortunately your in the new sales dept so I'm going to have to transfer you back into the customer service menu." I took 3 supervisor calls for that alone this week and its Tuesday for crying out loud. lol


They can talk to someone, I'm not terribly sure on how to navigate out of the IVR maze, presumably if they ask the IVR that they want to reconnect as I've taken quite a few calls from disconnected people with past due balances who want to reactivate.

#45 OFFLINE   west99999

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Posted 04 February 2012 - 07:43 PM

I'm a CRG CSR so I can answer a few questions. I'm doing this in my own time and am not an official representative of Directv. The views expressed are my own and not necessarily reflective of Directv.




They're tracked but its not really a focus at all. Generally keeping transfers as a whole down is viewed as more important.



24 hours after activation of the receivers generally, certain states have an extending grace period in *very* specific circumstances. So its generally safer to say there isn't one.



a normal Tivo can't be used with DTV service. Only the THR-22 can be used with DTV service.



They can talk to someone, I'm not terribly sure on how to navigate out of the IVR maze, presumably if they ask the IVR that they want to reconnect as I've taken quite a few calls from disconnected people with past due balances who want to reactivate.



A "normal Tivo" will work just fine with DTV service all you have to do it run an output from the receiver to an input on the TIVO.

#46 OFFLINE   longrider

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Posted 04 February 2012 - 09:28 PM

A "normal Tivo" will work just fine with DTV service all you have to do it run an output from the receiver to an input on the TIVO.


That is true but it should be noted that you would have to program both units, an autotune on the DirecTV receiver and a manual recording on the Tivo. If we are talking HD do Tivos even have analog HD inputs?

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#47 OFFLINE   Davenlr

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Posted 04 February 2012 - 09:32 PM

That is true but it should be noted that you would have to program both units, an autotune on the DirecTV receiver and a manual recording on the Tivo. If we are talking HD do Tivos even have analog HD inputs?


No you dont. I have a Series 1 Tivo hooked to my H24. The Tivo sends the channel change command via a plug in IR emitter. The H24 hooks to the Tivo using composite. The H24 is locked to 480i. Works great. Have it in the guest room.

Tivo Premier XL4, Tivo Premier, Tivo HD whole home on Xfinity HD, DirecTv Whole Home with 39" high gain KaKu dish, Roku3,SageTv 8 TB Win8 Server -> DVDO Edge-> Denon AVR, Klipsch KB15's/Panasonic 55ST60 plasma"


#48 OFFLINE   APB101

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Posted 04 February 2012 - 09:43 PM

I'm fully prepared to take a beating for what most of my colleagues do/say, just like I do every day at work anyway... but.. that's another subject. From where or what gender I am not saying for obvious reasons. I'm merely here to make both of our experiences better

What do CSR's do that aggravate you the most? What do we do/say that let's you know "hey, this person's legit"? Any other feedback is greatly appreciated


Kind of you to ask.

I don't find myself annoyed with Customer Service reps from DirecTV.

My issue with the company is that it is inexcusably behind on basic-cable high defintion channels. And the irritation I feel for that gets credited to those who actually run DirecTV.

#49 OFFLINE   DLancer

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Posted 05 February 2012 - 10:50 AM

No you dont. I have a Series 1 Tivo hooked to my H24. The Tivo sends the channel change command via a plug in IR emitter. The H24 hooks to the Tivo using composite. The H24 is locked to 480i. Works great. Have it in the guest room.


Did not know that. Still, that'd be for just SD, not HD. The THR-22, I believe is the only HD Tivo available. At least, its the only officially supported one.

#50 OFFLINE   longrider

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Posted 05 February 2012 - 01:26 PM

No you dont. I have a Series 1 Tivo hooked to my H24. The Tivo sends the channel change command via a plug in IR emitter. The H24 hooks to the Tivo using composite. The H24 is locked to 480i. Works great. Have it in the guest room.


Thank you, I was not aware that a Tivo could control a DirecTV receiver. Unfortunately it is SD only

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#51 OFFLINE   Davenlr

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Posted 05 February 2012 - 01:30 PM

Yes, since none of the HD Tivo's have an encoder built in. It will do 16:9 though for the HD channels.

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#52 OFFLINE   jimmie57

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Posted 05 February 2012 - 01:50 PM

I have been a customer since 1996.
I have not had to call for very many things over the years.
I, like many others have stated, do not like the phone system that gives you the run around. I usualy get my questions or concerns addressed.

I have to say that the worst answers that I get are when I send an email. Most times the answer comes back and it does not even come close to the problem that I stated in the email. I have to reply and tell them their reply was totally useless and sent it back. Then I get a reply that it has been forwarded to ????. When this answer comes back it usually address what I had emailed in the first place.

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HR24-100 Component cables to 46" Samsung LCD & Optical Cable to Yamaha AVR, H21-200 HDMI to Yamaha AVR & HDMI to 52" Mitsubishi LCD


#53 OFFLINE   spartanstew

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Posted 05 February 2012 - 01:56 PM

A "normal Tivo" will work just fine with DTV service all you have to do it run an output from the receiver to an input on the TIVO.


But not by itself, which is I believe what he meant.

I'm sure Directv can't wait to get their hands on your unit.

 
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#54 OFFLINE   RAD

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Posted 05 February 2012 - 03:03 PM

I have to say that the worst answers that I get are when I send an email. Most times the answer comes back and it does not even come close to the problem that I stated in the email. I have to reply and tell them their reply was totally useless and sent it back. Then I get a reply that it has been forwarded to ????. When this answer comes back it usually address what I had emailed in the first place.

Agreeded! Last e-mail I sent was a week ago saying s specialist would need to look into it and get back to me in 24 hours, I'm still waiting.

See post My Setup for configuration info.


#55 OFFLINE   MattScahum

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Posted 06 February 2012 - 12:05 AM

Yes, since none of the HD Tivo's have an encoder built in. It will do 16:9 though for the HD channels.


Thank you guys. I've been telling customers for a while now that there should be a way to get the Tivo they currently have to work with the Directv, but I have always said it would most likely be SD not HD and would require some extra wiring to get it to record from the Dtv. I've just told them to go online and do a search for a wiring diagram and if all else fails ask the tech if they have run across the situation to make some suggestions. Glad I have never given out wrong info and REALLY glad I can now tell my agents that get this question a definate answer on this.
Even though I am an employee, my thoughts/comments/ideas are mine and not affiliated whatsoever with Directv as a company/employer/etc.

~TV Setup~

Panasonic 42PZ80U
Onkyo TXSR606
Xbox 360 250gb Slim
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DirecTV HR24-500 HD DVR
Monster Power 1600
Harmony One remote

#56 OFFLINE   MattScahum

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Posted 06 February 2012 - 12:09 AM

I'm a CRG CSR so I can answer a few questions. I'm doing this in my own time and am not an official representative of Directv. The views expressed are my own and not necessarily reflective of Directv.




They're tracked but its not really a focus at all. Generally keeping transfers as a whole down is viewed as more important.



24 hours after activation of the receivers generally, certain states have an extending grace period in *very* specific circumstances. So its generally safer to say there isn't one.



a normal Tivo can't be used with DTV service. Only the THR-22 can be used with DTV service.



They can talk to someone, I'm not terribly sure on how to navigate out of the IVR maze, presumably if they ask the IVR that they want to reconnect as I've taken quite a few calls from disconnected people with past due balances who want to reactivate.


Wish it was more of a focus for our sake, but I understand the door swings both ways and I guess nobody is perfect. lol
Really glad to know that someone can speak to someone when disconnected. I assumed there had to be a way through but they just weren't patient enough or hadn't listened to the options very well.
I knew 24 hrs but in my site, we have been told to not even mention it since the site we are in isn't "in house" with Directv so I guess it is better safe then sorry. I knew there must of been special circumstances to the 15 day option some of those states had, so I'm glad we have been forbidden from mentioning that at all.
Even though I am an employee, my thoughts/comments/ideas are mine and not affiliated whatsoever with Directv as a company/employer/etc.

~TV Setup~

Panasonic 42PZ80U
Onkyo TXSR606
Xbox 360 250gb Slim
Samsung BDP-1500 Blu Ray
DirecTV HR24-500 HD DVR
Monster Power 1600
Harmony One remote

#57 OFFLINE   DawgLink

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Posted 08 February 2012 - 05:11 PM

I am satisfied with people having excitement and interest in their voice.

Even if they don't know an answer or need to put me on hold, if they seem interested in helping me.....I am fine with dealing with some issues

#58 OFFLINE   wallfishman

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Posted 08 February 2012 - 06:12 PM

I'm fully prepared to take a beating for what most of my colleagues do/say, just like I do every day at work anyway... but.. that's another subject. From where or what gender I am not saying for obvious reasons. I'm merely here to make both of our experiences better

What do CSR's do that aggravate you the most? What do we do/say that let's you know "hey, this person's legit"? Any other feedback is greatly appreciated


As tech i deal with your csrs everyday. I honestly have nothing but compliments for them. Great to deal with.

However the other Department Directv Has known as "ISS" has some of the most ignorant , rudest people I have ever dealt with. Its like they want you to kiss their rear end to help you. Directv needs to just train their Csrs how to help with the MINOR issues that these guys have to deal with and eliminate the whole department. how hard is it to push a button and grant a waiver?

#59 OFFLINE   Celestine

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Posted 05 November 2012 - 11:07 PM

I just suck it up when any customer is agitated/frustrated/etc over the phone. That is part of the job.

I do go off the script just to better serve the customer but I also realize that that will bite me in my behind later on; sandwiched between providing excellence in customer service and following company policies. Especially, when taking care of customers on disputes and being in the phone with the customer resolving issues for too long.

#60 OFFLINE   smitbret

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Posted 06 November 2012 - 09:20 AM

As a Tech CSR and Training Coach, just a couple things to enlighten everyone and maybe offer some helpful hints for getting the best service:

1 - We are required to use the scripts. There is no exception. The scripts are the specific policy of DirecTV and every agent is required to do every step in the script with the customer. DirecTV reviews phone calls and compares the scripts with what the CSR did. If there is a variance, the agent is downgraded.

2 - However, if the problem is resolved, then the requirement to follow the script is waived as long as the customer performed at least one physical task the script called for.

3 - CSRs may go off script if all the other troubleshooting steps have been followed. Newer CSRs will probably not want to go off script. Most scripts end with instructions to do a service call or ERP, but never both. The directions are very clear which resolution is called for and the CSR is NOT to vary. If you feel that an ERP is necessary but the CSR is recommending a service call, the good CSRs will NOT cave in and provide an ERP.

With 20 million subscribers and thousands of CSRs, it is a numbers game and DirecTV knows that in 97% of these cases a solution of XXX will resolve. The remaining 3% may not get a resolution, but that's what Case Management is for. It is far less expensive to do the wrong thing 3% of the time and endure multiple phone calls from less than happy customers than it is to provide enough training to these thousands of CSRs to go off script and make the decision on their own.

4 - Anyone can ignore the script but only supervisors are allowed to intentionally provide a solution that isn't called for by the script and then it will only be after a customer has already gone through normal troubleshooting with a front line agent.

5 - Billing agents don't do technical troubelshooting. Sales agents don't take care of billing issues, etc. If you just start pounding 0-0-0-0-0-0 or 9-9-9-9-9-9 when the automated teller comes on then you may not get the department you need. Don't get mad at the agent if you tried to circumvent the system.

6 - There are BAD agents and there are agents that are having a bad day. If you get one, being rude will only make a bad situation worse. Just politely say that you think it would be best to hang up and call back for someone else and then simply hang up and call back. The agent will get punished/penalized for a Callback and you'll probably get someone back on the line that knows what is going on.

In general, you catch more flies with molasses than you do with vinegar. Getting upset with any CSR is usually counterproductive. We often have to decide when to do what DirecTV wants and do what the customer wants. While it is nice to help a customer by going outside of the box, doing it too much results in lost income and possible termination for the CSR. Most phone calls to technical support are customer caused and are cases of neglect, abuse or downright stupidity on the part of the customer. There is no way for a CSR to know in the first 45 seconds that you are any different. You can tell us that you know what you're doing till you're blue in the face, but I can't count the number of times I have had a "Knowledgable" customer insist on a Service Call or Receiver Replacement and 8 minutes later the problem is resolved without resorting to either.

Do the posters on this board know more than the average CSR? Yep
Do the CSRs know that? Nope

Please just keep that in mind when calling in. Between your knowledge and ouor tools we can get it resolved with a little bit of patience.




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