[Ed Campbell]

It all looks very positive to me. I had a terrific CSR experience, yesterday -- and it seems this is intended NOT to be a rarity.

Called through on the Retention number I have used to good effect in recent months. Sorting out a reasonably complex situation and got a young lass who was articulate, well-informed, competent and capable of moving outside the box and getting permission from a supervisor to make life easier for a couple of subscribers.

I gave her my usual compliment about the level of quality service we tend to get from retention -- and she replied that she was actually one of the "new" CSR's in their new center in Montana -- and that D* is aiming for this level of service across the board.

Their goal is to solve CS questions in one call. OK by me.

 

[noneroy]

It all looks very positive to me. I had a terrific CSR experience, yesterday -- and it seems this is intended NOT to be a rarity.

Called through on the Retention number I have used to good effect in recent months. Sorting out a reasonably complex situation and got a young lass who was articulate, well-informed, competent and capable of moving outside the box and getting permission from a supervisor to make life easier for a couple of subscribers.

I gave her my usual compliment about the level of quality service we tend to get from retention -- and she replied that she was actually one of the "new" CSR's in their new center in Montana -- and that D* is aiming for this level of service across the board.

Their goal is to solve CS questions in one call. OK by me.

I manage a PC Phone Support center for a college and I can tell you I see that too in new people. Give that same lass a few months of people yelling at her or trying to take advantage of her and her tune might change....the longer you do support, the more jaded you become.

But here's to hoping that's not the case with this Montana branch. Hey, at the very least now is the time to call, eh?

 

[HDTVsportsfan]

I manage a PC Phone Support center for a college and I can tell you I see that too in new people. Give that same lass a few months of people yelling at her or trying to take advantage of her and her tune might change....the longer you do support, the more jaded you become.

That is true. I can so relate to what you are saying.

But here's to hoping that's not the case with this Montana branch. Hey, at the very least now is the time to call, eh?

I hope that won't turn out to be the case either.

 

[Steveknj]

I think that is why there is generally so much turnover with CSRs. It's a high pressure, generally low paying job. After awhile, most of them say to themselves, "I don't need this (fill in the expletive here)" I too managed a Help Desk for a software company a few years back, and let me tell you, it was nice to move on to do something else. Most of the people I worked with were great people, but it gets to you after awhile.

So, whenever you call one of these CSRs, just think how YOU would want to be treated if someone called YOU for a problem. You will have a lot better experience if you keep that in mind when you call. That said, you should still get satisfaction and if you don't, then speak to the next level of CSR until you do. But don't take it out on the CSR, who's just doing their job.

Now if they can just DO SOMETHING with their installer issues!!

 

[Dalek1963]

Hi,
Sure its a high pressure job, I wouldn't say its low paying, so I'm not making ceo salary, but I get paid well, for the job I do

 

[carl6]

I had an issue that required me to call a CSR the other day, and I got someone at the new call center in Missoula. It took me about 1 minute to get to a human being, the person I reached was knowledeable enough in the area of my concern to help me, and was polite and respectful. Overall a very positive experience, I have certainly had much worse elsewhere.

Carl

 

[adkinsjm]

Hi,
Sure its a high pressure job, I wouldn't say its low paying, so I'm not making ceo salary, but I get paid well, for the job I do

What do you considered well? Is it more $20,000/year?

 

[dodge boy]

What do you considered well? Is it more $20,000/year?

Shoot it better be, $20,000 year wouldn't keep my son in tennis shoes.....

 

[Cap'n Preshoot]

I've done considerable call center programming of a MITEL pbx which provides for multiple skill levels & multi-language queues. It's a pretty neat system. I don't come into much contact with the rank & file folks who staff the phones, but I do see their manager occasionally. Entry level around there doesn't pay much, typically $12.75/hr but if you're sharp and have a foreign language skill (to the extent that you are conversationally fluent in 2 languages, English plus Spanish) you can be making almost double that amount in as little as 2 years. Without a language skill (conversationally bi-lingual) the top is around $37k a year. Add the language & your top level 3 support analysts can make $50k without overtime. Most CSRs on our help desk begin to suffer burnout after the 3~5 year mark & leave. Lots of turnover in this game, even for those making top money. Can't say I blame them. Dealing with the public is not a pleasant job.

 

[Dbadone]

Shoot it better be, $20,000 year wouldn't keep my son in tennis shoes.....

I would expect that around here they probably make less than $20,000 a year. I would think more around $19,760 more or less.

 

[Dalek1963]

hi,
That number is about acurate, if you include benifits, like programming and insurance, people who work a lot of ot make more than 20,000. Concidering the Job market in Idaho, I make more than a lot of people.

QUOTE=Dbadone;758918]I would expect that around here they probably make less than $20,000 a year. I would think more around $19,760 more or less.[/QUOTE]

 

[dodge boy]

We do have a call center for Dish and AT&T in my area. If you pass a simple test, kids (18 thru 24 yrs old) I know that work there say if you pass it you go to the Dishnotwork side and get $10.50 + benefits to start, if you don't pass you go to the AT&T side for $9.50 and no benefits..... sounds right around $20,000 per year.... Good money for someone young with no wife or kids. ($10.50x2080Hrs. in a year=$21,840.00)