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43 replies to this topic

#26 OFFLINE   Rich

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Posted 18 July 2012 - 11:29 AM

well an alignment issue will not cause a blackout as previously stated ...two seperate issues


Agreed, but how come the CSR didn't know that? That's been a major point of dissatisfaction for too many years for D* to just ignore. I realize how hard it is to troubleshoot over a phone, but these WAGs get a bit frustrating at times.

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#27 OFFLINE   wahooq

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Posted 18 July 2012 - 11:37 AM

Agreed every CSR has the same amount of information at their fingertips...some choose to use it and obviously some dont...no excuse
My comments and opinions are my own and not necessarily those of DirecTV.

#28 OFFLINE   Rich

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Posted 18 July 2012 - 11:43 AM

Agreed every CSR has the same amount of information at their fingertips...some choose to use it and obviously some dont...no excuse


Aren't they monitored in some way? I know they have supervisors. What else do the supervisors do?

Rich

#29 OFFLINE   JoeTheDragon

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Posted 18 July 2012 - 03:22 PM

In the past I got the black out BS for a game on my RSN over flow channel that was not working right / HD feed not on.
I want CLTV / CLTV HD on direct tv.

#30 OFFLINE   Old_School

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Posted 18 July 2012 - 03:26 PM

Unfortunately, all they had were brand-new unopened 24's.


dang, i hate when that happends to people:lol:

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#31 OFFLINE   atlrep

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Posted 18 July 2012 - 06:30 PM

I have seen cases where games listed on ei would end up on rsns when a cm had the sports pack even though the sports pack doesn't cover out of market professional games. I've also seen some games flat out not televised at all. Shouldn't need to reauthorize the rcvr to remedy "blackouts" I've never seen such a thing. Either an access card or rcvr issue for the auth problem. More than likely a major network contract to blame here.

#32 OFFLINE   atlrep

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Posted 18 July 2012 - 06:33 PM

Also, if u go to dtv.com and search for the team name it'll give u times and channels. If its not there its not on.

#33 OFFLINE   Shades228

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Posted 18 July 2012 - 08:47 PM

Wasn't a Fox blackout. Last Saturday Fox game started at 4:05pm. I was trying to watch a game at 8:00pm, which is outside their exckusive window.

I was able to watch the games on the RSNs not the 700 series. If the games were blacked out by Fox , the RSNs should have been blackout also.

Games in question Marlins-Nationals & Phillies-Rockies if I remember correctly.


The game started at 4:10 on Fox which blacks out other games until 7:05PM EST. The Marlins game started at 7pm EST so this is a correct blackout. The Phillies-Rockies started at 8pm which would have been an incorrect blackout unless the feed you were attempting to watch was on a local RSN or local channel. Then it would have been a correct blackout as well.

Edited by Shades228, 18 July 2012 - 09:45 PM.


#34 OFFLINE   falkor

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Posted 18 July 2012 - 09:41 PM

Shades is absolutely correct

#35 OFFLINE   Mervis

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Posted 18 July 2012 - 10:34 PM

The Marlins game started at 7pm EST so this is a correct blackout.


Games NEVER start at the top of the hour if they are televised and now I understand the Saturday :10 after starting time to get away from the Fox exclusivity until :05.

I have been watching the MLB package during the free preview this week and at least twice, when tuning from the "Scoreguide" to a main feed for a game, received a blackout message but was able to re-tune to the RSN. Once was FSMW Cardinals, don't remember 2nd. Maybe Phils. Oh yeah, today for the Angels/Tigers game on FSDET.

#36 OFFLINE   Shades228

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Posted 19 July 2012 - 04:25 AM

Games NEVER start at the top of the hour if they are televised and now I understand the Saturday :10 after starting time to get away from the Fox exclusivity until :05.

I have been watching the MLB package during the free preview this week and at least twice, when tuning from the "Scoreguide" to a main feed for a game, received a blackout message but was able to re-tune to the RSN. Once was FSMW Cardinals, don't remember 2nd. Maybe Phils. Oh yeah, today for the Angels/Tigers game on FSDET.


Actual start time is not relevant it's the scheduled start time. A rain delay would not cause the game to no longer be blacked out.

#37 OFFLINE   raott

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Posted 19 July 2012 - 04:59 AM

Actual start time is not relevant it's the scheduled start time. A rain delay would not cause the game to no longer be blacked out.


Please link to the actual scheduled start time being at 7:00 pm. I'm looking at the Marlins future schedule and their is not a single game that starts on the top of the hour.

They are all 7:05 or 7:10.

EDIT: In fact, the Marlins / Nationals was a 7:10 scheduled start, so where did your 7:00 scheduled start time where you concluded it was a correct blackout come from?

http://miami.marlins...ns_schedule.pdf

Edited by raott, 19 July 2012 - 05:08 AM.

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#38 OFFLINE   Inkosaurus

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Posted 19 July 2012 - 06:20 AM

Aren't they monitored in some way? I know they have supervisors. What else do the supervisors do?

Rich


supervisor to CSR ratio is not 1:1. In most cases supervisors primary job is to track relevant stats like Average handle time for there team through out the day, and work out there teams stats for the week/month. There job title usually includes very little real time monitoring and there more or less paper work jockeys more then anything else.

Most call centers have a call/screen recording program that generally records 4 calls a day, then the call center has a QA department that listens to recorded calls and grades them. Not all recorded calls are actually listened to and graded (usually 1-2 a week per CSR is what I have seen).

Depending on the company and call center in question, usually agents can easily check how many recorded calls they have. Generally they get there "4" before lunch break. After that they know they have a little wiggle room with rules and policies and its on them if they take it to far.

By the way Im with Shades on this one.

OP you may have had an alignment issue but that most definitely would not be the cause for your "black out" ;)
It just doesnt add up.

#39 OFFLINE   Rich

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Posted 19 July 2012 - 07:05 AM

supervisor to CSR ratio is not 1:1. In most cases supervisors primary job is to track relevant stats like Average handle time for there team through out the day, and work out there teams stats for the week/month. There job title usually includes very little real time monitoring and there more or less paper work jockeys more then anything else.


I've never heard of a place where the ratio is 1:1. I usually had at least fifteen mechanics working for me. A good supervisor should be able to know how well the people working for them are doing. I had to do a yearly review of each mechanic (various trades) and if I thought someone was not doing his job or was just plain incompetent, I had to be able to back that up or suffer consequences myself. Doesn't seem to be the case with D*'s supervisors. They do seem to know more that their CSRs, tho.

Most call centers have a call/screen recording program that generally records 4 calls a day, then the call center has a QA department that listens to recorded calls and grades them. Not all recorded calls are actually listened to and graded (usually 1-2 a week per CSR is what I have seen).


Well, that's a step in the right direction.

Depending on the company and call center in question, usually agents can easily check how many recorded calls they have. Generally they get there "4" before lunch break. After that they know they have a little wiggle room with rules and policies and its on them if they take it to far.


Best to call in the morning?

By the way Im with Shades on this one.

OP you may have had an alignment issue but that most definitely would not be the cause for your "black out" ;)
It just doesnt add up.


Yeah, that doesn't make sense. But I don't get the MLB package, so I can't argue the point.

Rich

#40 OFFLINE   golfnut-n-nh

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Posted 19 July 2012 - 07:09 AM

The game started at 4:10 on Fox which blacks out other games until 7:05PM EST. The Marlins game started at 7pm EST so this is a correct blackout. The Phillies-Rockies started at 8pm which would have been an incorrect blackout unless the feed you were attempting to watch was on a local RSN or local channel. Then it would have been a correct blackout as well.


Under your scenario for the Rookies game, The RSN, which was in the clear for me and out of market, would trump the EI package, 700 series channels. If so, no need for EI just order the Sports Pack and enjoy. I know this not to be the case.

#41 OFFLINE   golfnut-n-nh

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Posted 19 July 2012 - 07:14 AM

The saga continues. Just this morning all of the 700 series channels for the British Open were blacked out with the DirecTV logo being displayed and music playing in the background. :nono2: No mix channel or other dedicated channels. I reauthorized my receiver online, AGAIN, and will see the results when I get home.

#42 OFFLINE   Inkosaurus

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Posted 19 July 2012 - 04:08 PM

I've never heard of a place where the ratio is 1:1. I usually had at least fifteen mechanics working for me. A good supervisor should be able to know how well the people working for them are doing. I had to do a yearly review of each mechanic (various trades) and if I thought someone was not doing his job or was just plain incompetent, I had to be able to back that up or suffer consequences myself. Doesn't seem to be the case with D*'s supervisors. They do seem to know more that their CSRs, tho.


Well they do run into issues if there agents are not performing well and can get fired quickly for attrition (i.e. if enough agents get fired for not performing well ;)).
I think the thing is, Most agents should be taking at least 50-60 calls a day if they are performing well. For a supervisor to listen in on real time regularly to make sure there agents arn't lying/giving misinformation would take up far to much time.

Like I said they handle the more day to day things like , average handle time, and how many survey calls/ratings they pull in per day. They then take the QA grades the agent gets per week and puts it all together to see where the agent stands. If the agent isnt fairing well then they'll probably put them on action plan (like "Fix QA grades in 2 weeks or get written up/Fired ect.)

Best to call in the morning?

Pretty much yeah. Its also a good idea to ask how long the agent has been there that day, if they say an hour or two you can probably bet the farm there still trying to look good for the camera ;)

The saga continues. Just this morning all of the 700 series channels for the British Open were blacked out with the DirecTV logo being displayed and music playing in the background. No mix channel or other dedicated channels. I reauthorized my receiver online, AGAIN, and will see the results when I get home.


Authorization issues would result in you seeing a screen that says you dont subscribe to that package, not a screen telling you the channel is blacked out.

Would it be to much of a stretch to assume the game really is blacked out and you dont entirely understand the process and nature of black outs?

#43 OFFLINE   Shades228

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Posted 19 July 2012 - 04:18 PM

A logo and music is not the same as a blackout message.

#44 OFFLINE   Inkosaurus

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Posted 19 July 2012 - 05:15 PM

Oh derp I thought he said it had the blackout message on it.




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