#VERIZON IN HOME AGENT NOT SUPPORTED PASSWORD#

This was a common tactic used by agents to dodge the hold timer. Also a note here is the customer is supposed to put you on hold and not simply mute their phone. After that time they are supposed to pick up the phone again and refresh you as to what is going on. Hold Time (2-3 min): If for any time the agent puts you on hold, they are supposed to only leave you on hold for no longer than 2 minutes (it used to be 3 min).

When I worked there we had a lot of calls where the customer simply got to the wrong department so this was normally an easy metric to meet.

This timer starts from the time the agent hears a beep in their headphone to notify them that the call has started to the time they set themselves as ready to take another call.

Handle Time (15 min): During an 8 hour shift, the agent must achieve an average handle time of 15 minutes.

Things may change in the future but unfortunately the supervisors are bound to the same support boundaries as the normal Level 2 Technical Support Agents, and in most cases are unable to assist the customer any further. When the team first started they were allowed to a lot to help the customer, sadly their privilege to help with stuck orders or technicians who didnР Р†Р вЂљРІвЂћСћt show up were eventually removed.

#VERIZON IN HOME AGENT NOT SUPPORTED PASSWORD#

There is a standard external number that the customer must call, then they are prompted for a password (4-6 digits long and changes monthly) then they are asked to enter the extension of the supervisor, or they may press 0 to get the first available supervisor. Each of these agents has their own direct phone number which they can give out to the customer. There are approximately 10-15 Р Р†Р вЂљРЎС™supervisorsР Р†Р вЂљРЎСљ for each center to handle the escalation calls now. One of the major problems when supervisors would take over calls is that almost none of the supervisors had any technical knowledge and were virtually unable to assist the customer in any way unless the customer was only looking to vent about their experience or in some cases give kudos to outstanding service. The solution was to create a department of agents to handle the issue, and this is not all bad. This created problems however ranging from supervisors who would dodge taking calls from customers to supervisors who were overwhelmed with customers and could not do any of their actual work. When the center first opened and a customer would demand to talk to a supervisor, they would actually end up talking to a supervisor. My first confession on the list is about the Escalations department, which never used to exist. The Supervisor YouР Р†Р вЂљРІвЂћСћre Talking To Is Not Actually A Supervisor You call in and talk to a Level 2 agent, however if there is a requirement you may eventually speak to a Level 3 and if you are really persistent you may get the privilege of speaking to an actual supervisor.Р вЂќР’В§. The hierarchy of people that the customer will ever deal with is only two tiers. Additionally Level 2 Technical Support also had a separate division for Р Р†Р вЂљРЎС™High CareР Р†Р вЂљРЎСљ customers, and eventually Premium Technical Support would join the team. Furthermore Level 3 Technical support was further divided into Business Order Status, Supervisor Take Over, Ticket Management, Outage and Presidential Appeals. These included Level 2 Technical Support, Level 3 Technical Support, Business Intelligence, Quality and Management. The center was made up of several different departments. I spent around 2 years working for the company and multiple help positions. We were greatly encouraged to take care of our customers and technical knowledge was second to none. I started near the beginning of a new center that was taking care of business DSL Technical Support and when the job started it was a great job. Learn about how the supervisors arenР Р†Р вЂљРІвЂћСћt really supervisors, the numbers and call times the reps have to meet to keep their jobs (and the sneaky tricks they use to meet these numbers), and moreР Р†Р вЂљР’В¦ Call centers verizon TOP confessions leaks insiders customer serviceР вЂќР вЂћ former employee has stepped forward to tell us what itР Р†Р вЂљРІвЂћСћs like to work as tech support rep in a Verizon DSL call center.

Verizon in home agent not supported