Let's take a look at the job description for one of the job listings in the Careers section of the DirecTV website:
I doubt that. To the best of my knowledge, N.E.W. agents handle all TEC calls, except for HR34 troubleshooting, and that practice ended a couple weeks ago, with N.E.W. taking over HR34 troubleshooting.
Sounds (and looks) like the agents in Tulsa do technical troubleshooting.
Customer Service Representative- Technical-12XXXXX
Responsible for taking inbound calls from customers who are having technical issues with their equipment or services. This call type requires that the CSR be able to effectively troubleshoot through a variety of technical issues in order to solve customer's problems. CSR may need to provide billing and general support of first call resolution and customer satisfaction. CSR will need to:
Meet established call center productivity and quality standards and communicate in a professional and courteous manner with customers, co-workers and site leadership.
Ask questions and actively listen for responses for the purpose of validating data and determining customer issues.
Simultaneously navigate and update various on-line tools to assist in problem-solving and updating customer's account.
Effectively follow and execute actions using scripts and guidelines located in systems.
Work with the customer, troubleshoot through a variety of options in order to solve the customer's technical issues.
Determine when a technical issue requires that a service call be scheduled and follow-through on scheduling the appointment.
Assist customers with equipment needs such as upgrading equipment.
Input data and write comments into various computer systems in order to track information on customer calls.
Look for opportunities to up-sell to the customer such as adding sports packages or updating to premium channels.
Determine when a call or certain decisions need to be escalated for further review or approval.
Work in a team environment by supporting and assisting other team members as required.
Perform required job functions while maintaining individual performance standards and site specific performance standards such as meeting or exceeding site service level goals.
Stay up-to-date on all communications, processes, procedures and general call center information in order to better assist the customer and to ensure compliance with latest processes.
Full time employees will train 40 hours per week during 5 weeks of training and then adjust to their chosen shift. Shifts after training could include evenings, late nights, overnights and weekends.
To see a video portraying this position in the DIRECTV Tulsa Customer Contact Center, click on the link below.
I would be happy to discuss the rest of your erroneous assertions, but only in PM and only if it goes no further than PM. I've been burned before by people taking my words out of context and making public what was only to be private.