Original orders are not placed by CSR...they are placed by direct sales, not my departement.
The 25% I used was based upon my personnal calculation, not official numbers.
They can look at the thread if they want what would it proove? They can go over the numrous calls that we receive in a day and easily find out many related to installation...
Order for move all you Bell services into one call most of the time doesn't get done... Why? Nobody knows, it's Bell Canada who places those order...
If you received installation to do that had the mention cancelled, maybe you should blame National Install...aren't they the ones dispatching the tasks? It's certainly not the CSR's job...
And why so many orders, cancelled by the cutomers shows as completed when you look then up in the system?
Orders with wrong equipement don't come from my departement. Direct sales, Bell Canada, Bell stores and even the client could have been the one doing the order.
A question for all the technicians...when you can not make an order you are given, or the adress as you say doesn't exist do you at least try to reach the customer?
I'm not bitching at anybody here...i'm just trying to explain that as many issues you techs may have with CSR, as many issues we have CSR's with you techs.
You are trying to say we make your work complicated, when you also make our work complicated.
Following the off topic, but if the wrong phone number, and wrong address is given for an installer to go and install a new dish, for an existing customer, how is the installer supposed to contact the customer?
I'm sure they are compensated for calls that are cancelled, but can they be expected to drive around, knocking on doors, asking is the person answering is John Doe, and would like their move dish installed?
I have had missed appointments too (The installer came in the morning, when it was booked for an afternoon appointment, and was told that I must have made the mistake, and taken the wrong half day off of work....)
The problem is in the call centers, and with management, and I'm sure that technicians contribute their part as well, but how is a technician at fault for not being able to find out, or activate a receiver that was purchased legally, and free of balance or owing on the account it was originally on?
I'm sure you will see more and more calls from installer errors though, with the new batch of technicians that Bell is hiring (Compact cars with ladders attached with bungy cords!!!)
A 20 minute powerpoint show at the technicians road show, dedicated to show the "technicians" how to put a connector on!!!
But, they were given dust busters to clean up the mess they will be making, seeing as many have never held a drill, ladder, wrench, screw driver, satellite meter prior to being hired
Smarten up Bell, and let people sell receivers without an inquest, and DNA sample, or continue to push people to sell them to those that wish to steal your satellite signal