About cfarley351

cfarley351 · ‎02-14-2019

Thank you, the contractor was able to take care of the issue locally. My subject was "call avoidance" but I did not want to name names on this board. As a former team manager for Stream and Convergys and an CSA for Teleperformance on various contracts, I know many of the tricks that CSA's pull, i.e. leaving the customer on hold and going for a coffee break, getting the CSA next to them to take the call under the guise that they are the manager, straight out lying that they will take care of the issue immediately, disconnecting the call, etc. I used to have to monitor calls all day and live audit calls with other managers once a week. Call Avoidance was immediate termination. Have the standards lowered for CSAs or is no one monitoring communications?

cfarley351 · ‎02-10-2019

Does any Hughes net executive monitor these messages? I am having a terrible time with my Hughesnet Gen5 service and the chat agents are not helpful, leaving me for over 15 minutes with no reply and then putting up a message that says that it has been "sometime" (2 minutes) since my last response and disconnecting me. I have made copies of the chats and provided them to the next chat agent as an attachment but no answer yet. I am trying to get a remote job and they required I go to https://beta.speedtest.net/run# and run the test and give them the results to see if my internet connection would meet their minimum requirements. I never could run it because every time for over 3 hours has given me a "latency test error" message and the chat agent evidently could not help so just left me waiting with no answer. I think the CEO, CFO, CIO, etc need to monitor this board for customer satisfaction.

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About cfarley351

Re: call avoidance with chat agents

call avoidance with chat agents