Can anyone explain to me why we reps are not allowed to transfer calls? We are being told to take care the customer even tech calls or to just give the customer the number to call the department. Why can't we transfer?? If we have too many transfer we get a counseling. And could lose our jobs. I am very confused as to why this is happening.
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The Transfer metric has been around for years. It is a bit stupid. DSL tech support has been the dumping area for most lost call, but that is now supposedly fixed. I found that the off shore sales and billing agents are great at dumping calls, because they do not like to deal with confrontation.
I work in collections and get calls transferred from customer care who tell the customers that we can extend their payment arrangement which we cannot. All departments have the exact same dates available and customer care knows that but they dump the calls on us then we get the bad rating from the customer. Every department needs to take responsible for what they are suppose to do according to their Job description. Too many customers are dumped (transferred) because we are all afraid to get the customer survey if we cannot give the customer what they want because att has changed how they do things to try and force the customers to use SSO i.e. The app. The customer may not realize that if a rep gets a lot of bad scores on the survey that rep whether responsible or not could very well lose their job. We reps have to follow the rules that AT&T give us, we do not make the decision not to help the customer yet, we get a low score for doing the job we get paid to do.
CSR should not transfer or dump calls. Take ownership of the problem, a la Customer Rules 101. I've received many dumped and cold transfer customer service calls. I don't have the access to customer care platform, so I have to do what I can to please the customer. I should get some of the CSR paycheck since I'm doing their job.
It is part of the automation process, they want the customers to make the calls themselves, they want the customer to get used to taking care of their business themselves, therefore, surplus reps
Transfer Rate is not new. It's been on my scorecard for years! We are allowed to transfer, and if your not one of the problem children that just dump calls to exceed your disconnect rate you can make your scorecard. My manager was able to explain this to our team. Try talking to your manager.
Which department are you working in?
Customers don't like getting transferred maybe? Possibly AT&T has realized that when a customer calls in it is not so they can espouse the greatness of the company and lay praise upon all that we do. Instead they have a problem with their service that they want resolved, simply and without up selling.
So in classic AT&T fashion, they have decided to nip the problem in bud by eliminating any possibility of the customer getting resolution with one call. Hey, there an app for that!! Okay....
or maybe they are setting up you up to fail so that you can quit on your own or you can get fired.
Most likely many customers complained about the endless transfers and being hung up on during transfers. When I would call in for an issue, I would have an average of four transfers before I got to someone who could even try to help me. Management probably picked up on this complaint and had a genius idea to "fix" the problem: no more transfers!
I'm guessing it's a new metric. That's the only reason they'd be making such a big deal about it.