work at a call center selling U-verse

[lyttlebit66_1]

I work for a call center that sells Uverse- I come to this forum between calls to learn more about U-verse. I try not to take offense to the posts about the salesman as I have no control over others.

[skeeterintexas]

So, is training minimal at best? 

I've only had one run in with a CSR.  My brother was considering switching from Dish to UV.  His biggest concern was the ability to pause LIVE TV on every TV.  I had told him about the current limitiations but when he called CS, the saleslady INSISTED that you could pause LIVE TV on every TV.  He put me on a conference call with her and she continued to say "YES MAMAM....YOU CAN PAUSE LIVE TV ON EVERY TV THAT HAS A BOX!!!!"  Yes, she was yelling in response to my yelling.

I finally just hung up on her.  I'd never run into such a 'clueless' person with such bad information.  Now, I hyperventilate anytime I have to call the 888 number.

[Uniblurb3 ACE - Guru]

You can pause the picture on live TV skeeter.

Just pull the plug on the RG and the picture will stay there forever. I just did it last night. Only problem is that when the RG finally reboots you will be waaay into the program.

[skeeterintexas]

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Uniblurb3 wrote:

You can pause the picture on live TV skeeter.

Just pull the plug on the RG and the picture will stay there forever. I just did it last night. Only problem is that when the RG finally reboots you will be waaay into the program.

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That's true....she never said you could RESUME play!

[RCSMG ACE - Master]

See its just a matter of what is meant by you and the csr.  You were saying you couldn't pause and resume live tv, and the csr was saying you could just pause live tv. 

[Escapee]

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lyttlebit66 wrote:

I work for a call center that sells Uverse- I come to this forum between calls to learn more about U-verse. I try not to take offense to the posts about the salesman as I have no control over others.

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Read as much as you can here and try to be honest or know what you are talking about before you tell the customer anything. The installers hate it when you promise something that is not an option. One of the biggest complaints saying the service FTTH fiber to the house. In some neighborhoods there is FTTH but most of the time the fiber only goes to the vrads and then copper pairs to the house. In the old BellSouth area they have a lot of FTTC Fiber to the Curb which is fiber close to a group of houses but uses a copper pair drop to get to each house.

[RCSMG ACE - Master]

If you don't have the answer to a question, tell the caller "Please hold while I go to get that information".  Or if you can't get it let the caller know you just don't know.  Some people may have a problem with that, but it beats lying or giving wrong information.

I have talked to csrs who had to put me on hold several times.  When they came back my tone was normal and they went the extra effort to resolve my issue.  A good experience is not just in the hands of the csr.  People call cs and are very angry and in sometimes insulting.  If a csr has had a bad day things can get pretty ugly really fast.  Just do the best you can and be honest.

[lyttlebit66_1]

I actually read through the equipment and feature posts the most and have referred several potential customers to view this forum.  I have learned alot form this forum.

[subarwho]

Unfortunatly we can't account for others and I know that some reps here have lied. They have been punished and even let go. Training for us was ok most of it was going over the ordering system. There was alot of info on uverse itself but still not many of us know what really happens during instalation, and that seems to be where most of people problems occur. Over all though it was pretty comprehensive I just wish they would have gone over some of the more commonly asked questions and concerns.

[Escapee]

Go over to Uverseusers.com and ask any question in the Employee Central just be prepare to get very honest answers.

[subarwho]

That would actually be better uverseusers.com isn't actually an att site so its not aproved. I'll have to look it over on my own time

[lyttlebit66_1]

I also will check it out on my own time as it is not allowed while at work. Thanks for the suggestion

[Escapee]

Would not advise posting from work. Some of the techs that do not post over here at all have been talked too even only posting from home. It did not stop them.

[lyttlebit66_1]

Ok...I am wanting the truth so that i am telling customers the right thing.

1.  How many tvs will work properly on the system.? If a customer has more than 4 tv's is this the service for them?

2. Can they run two tv's off of one receiver? If they can how close do the tv's have to be each other?

How can I overcome the objections  for the NFL Sunday ticket?

Tennis Channel?

MLB?

RFDTV

Gospel Music Channel?

Any help would be appreciated.

[mibrnsurg ACE - Geek]

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lyttlebit66 wrote:

Ok...I am wanting the truth so that i am telling customers the right thing.

1.  How many tvs will work properly on the system.? If a customer has more than 4 tv's is this the service for them?  Depends if they can work together about recording/deleting, etc.  7 TVs can all be watching different programming, 4 live streams and 3 recorded streams (intermix of HD/SD) at any one time.

2. Can they run two tv's off of one receiver? If they can how close do the tv's have to be each other?  Yes, but both will always be on same channel.  Distance limited by type of cable used/cost.

How can I overcome the objections  for the NFL Sunday ticket?

Tennis Channel?

MLB?

RFDTV

Gospel Music Channel?  For all, just tell them you don't know as no Info from ATT about when/if these channels will be available.  Users don't want any BS answers just to get an answer.

Any help would be appreciated.

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Chris

____________________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-983-2811 to avoid Mr. Voice Recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

[lyttlebit66_1]

Thank you for the assistance. I really appreciate all of the advice.

How do I explain the installation process to customers? They often ask questions about installation from the VRad to the house and I have to admit my training for the installation was not the greatest.

[mibrnsurg ACE - Geek]

This will give a great insight into installation:

http://www.uverseusers.com/index.php?option=com_openwiki&Itemid=36&id=faq#installation

Chris

_______________________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-983-2811 to avoid Mr. Voice Recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

[lyttlebit66_1]

Thanks I will try to access from home since I am not allowed to access it while at work. ALthough once home I try to forget work...lol

[mibrnsurg ACE - Geek]

Just log on here at home and click the link.  The whole FAQ might be of interest to you too.

Chris

______________________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-983-2811 to avoid Mr. Voice Recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

[lyttlebit66_1]

Can someone explain to me how the email forwarding-changing email service works?

[subarwho]

been a little more active here lately moving on to greener pastures this site has been helpful and very informative to help me in this job. Fortunatly I won't have to deal with it shortly! I think ALL sales should look through this site alot more because I know some aren't being truthful not intentionally just because they where never told correctly and not about the basics. Like the question asked above this post. Some of us care to ask but for what we're being compensated so although that isn't right i can understand why they're not putting forth the extra effort.

[RCSMG ACE - Master]

Glad we could help.  Make us proud.

[subarwho]

will do!!! In the mean time if you have any questions regarding our end I can be a little more open then I would have been previously.

[lyttlebit66_1]

I need help-  I need information on the NFL Red Zone and is there anyway to sell it effectively to the Direct TV customers that have the Sunday Ticket?

[SomeJoe7777 ACE - Geek]

Well, if they primarily watch RedZone instead of the actual games, the answer is obvious.

NFL Sunday Ticket on DirecTV is between $265 and $315 depending on when you sign up, the payment plan, and the particular offer you can get.

HD Premium Tier on U-Verse, which is all that's required to view NFL RedZone, is $5/month, which over the 5 month NFL season is $25.

Instant $240-$290 savings.

The only other thing you need to know is that the RedZone channel on U-Verse is a Sunday-only broadcast, and doesn't cover the Saturday, Thursday, or Monday games.  Also, for DirecTV customers familiar with their Sunday Ticket package, RedZone is not the same thing as DirecTV's "GameMix", which shows 8 games on the screen at once.  RedZone is hosted by a commentator, and jumps from game to game as important events are happening in the games.

[subarwho]

Great info thank you! I've been on here for a while now. I thought that  at&t would have had my account by now lol. However this is my lastweekend working and I begin a new job next week. Uverse as a whole seems to be a great service for most people. The info provided here is a wonderful tool and a great way to burn time. I have refered all new hires to this site for referance and hopefully they continue to do things the right way.

[Uniblurb3 ACE - Guru]

Good luck in you new job subarwho. Also thanks for referring others in your field to this site since it may help the customers out. When customers receive "up front" info we are a lot less likely to receive complaints in the forum.

SomeJoe makes a heck of a salesman doesn't he? He has me thinking that maybe I should be ordering the NFL RedZone for only $25 a season.

[subarwho]

Most people who have and care about the season ticket will not do without it no matter what and its not something we here regularly. At least I don't the BIGGEST one I had was the Tennis Channel. Oh and people who have Direct or Dish who are out in Motor Homes alot Hopefully we'll have less complaints and people think a little more before they say something they're not sure about. If I didn't know it I sure found it fast. People here just give the answer the customer wants to hear. When taking your time and finding out if you don't know goes way farther. Most people don't expect you to know everything, but will apreciate it if you at least try.

[Escapee]

subarwho good luck and you are still welcome on the site.

[subarwho]

Thank you!  I'm sure I'll still be around from time to time. The last few word days have been the longest ever the only thing i'm waiting for is my back ground check to come back. Its amazing how much more you start to dislike your old job when you're getting ready to start a new one lol. The days go by so slow. In the mean time i'll still be only daily. Hopefully this is my last day...