| Author |
Message |
firsttimemother
Member
Joined: 24 Jan 2008
Posts: 4
|
# Posted: 25 Jan 2008 00:03
thanks for your reply.... they say that i need to scan my social security and green card , so you think i should do that???
__________________
peace
|
mlhatl
Member
Joined: 15 Jan 2008
Posts: 23
|
# Posted: 25 Jan 2008 08:59
Hi firsttimemother. They will need that information before they will hire you. I scanned and sent them my social security card and my drivers license via email. Then send the papers stamped by the notary they ask for. I received an email from the like 2 days later saying I was hired.
|
mlhatl
Member
Joined: 15 Jan 2008
Posts: 23
|
# Posted: 25 Jan 2008 09:02
Rsoler, when you first start taking calls for Sears do you automatically start with a ranking of 3 then you have to build the ranking number to 1? I'm currently waiting on my email from the PAL for the webinar. Once I do that, I will get started. This would be parttime for me so Fridays and Saturdays would work great. Maybe even some Mondays depending on what time I get home.
Good luck with DR.
|
sarahb2007
Member
Joined: 5 Jan 2008
Posts: 10
|
# Posted: 25 Jan 2008 10:57
RO,
When I first signed on they said that Sears likes you to work an average of 15 hours a week. Is that true? I only need to do this part time and some week I could work that, and other I may not. With the scheduling, are you saying that I need to get my ranking up before I get a lot of calls? Do you really just sit by the phone sometimes? Either way it doesn't matter to me, Minimum wage here is $6.55. I kow a lot of places that it is a lot lower!
Thanks in Advance,
SB
|
tressasmith7654
Member
Joined: 16 Jan 2008
Posts: 11
|
# Posted: 25 Jan 2008 13:24
Hey Tweb,
I am just wondering did you send in your notary form immediately,when you filled out your new hire forms. I am asking because I think that could be my hold up. I sent mine in several days later. Please continue to keep me posted on your progress. Thank you.
Tressa
PS: What state are you in? I am in VA.
__________________
Tressa Smith
|
mlhatl
Member
Joined: 15 Jan 2008
Posts: 23
|
# Posted: 25 Jan 2008 15:35
Hey anybody.. About how long does a webinar take? Will it be about 2hrs.
|
chamner04
Member
Joined: 10 Jan 2008
Posts: 16
|
# Posted: 25 Jan 2008 15:48
Mlhatl- the webinar should only take about 10-15 min max. at least that's how long it took for me. i took mine like a week or so ago.
anyway, has anyone (who's on the DR project) taken any of those Comcast/Adelphia/Time warner calls?? they really confuse me. i just don't understand why we take those calls to begin with? i mean, what can we actually do for those people that call in??
a PAL told me that we basically take their overflow calls and are supposed to just explain to the customer that they dialed the right number but because that cable company was closed or really busy the call was routed to us and for them to just try calling back later.
if that's the case though, then why do we have to ask the customer for their name and address? we basically make it seem [u][/u]like we are Comcast and can help and then the next thing you know your giving the customer the same number they originally called and are saying thanks for calling.
i had one guy last night who was ticked and was like, " what the hell do you do for comcast then? why do you even take the call." and i had no clue how to answer that.
if anyone has any advice about these types of calls, please help.
thanks
|
candlesms
Member
Joined: 14 Jan 2008
Posts: 29
|
# Posted: 25 Jan 2008 16:11
The Webinar for DR is pretty much non-existant with just a phone call to PAL. All the other Webinars that I know of are online and approx an hour and may last even up to 2 hours.
__________________
|
mlhatl
Member
Joined: 15 Jan 2008
Posts: 23
|
# Posted: 25 Jan 2008 16:11
thanks for the info chamner04. I ssumed the webinar took about 20min from reading other threads. But they alot a time of like 12-2 cst.
DR sounds like a real hassle. I guess since you get calls for so many other companys. I'm sure someone will give you some insight.
|
rsoler
Member
Joined: 7 Jan 2008
Posts: 305
|
# Posted: 25 Jan 2008 16:26
Sarahb2007,
yes sears does would prefer for you to work 15hrs a week but it is not a requirement you can actually work only 5hrs monthly and 50 mins of talk time...to keep your skill activated. So, don't worry you will be fine, and yes you will start on low rank and must work your way up but this can be done very quickly as you gain experience you will handle calls very quick and you average handle will increase hence, so will your rank. Feel free to ask any other questions k... I LOVE HELPING!
__________________
RO
|
rsoler
Member
Joined: 7 Jan 2008
Posts: 305
|
# Posted: 25 Jan 2008 16:30
MLHATI,
Yes you need to work yourself to rank 1 read the message I wrote to sarahb2007 if you can schedule hrs monday night or throughout the day you will make more money on that day for now sometimes they increase min per rate on weekends but right now it has been steady 17 per min which is 10+ a hr...hope this helps any other questions shoot that is what I'm here for oh webinar is simple just pay attention it will show you how to use the software k....it is super userfreindly so relax after the first day you will see that you have worried for nothing
__________________
RO
|
mlhatl
Member
Joined: 15 Jan 2008
Posts: 23
|
# Posted: 25 Jan 2008 16:40
thanks rsoler. I will let everyone know how it goes!
|
world1
Member
Joined: 13 Dec 2007
Posts: 14
|
# Posted: 25 Jan 2008 17:11 · Edited by: world1
Hi Chamner 04,
Comcast confusion is so true...I had couple of guys yelling at me...Why did you answer the call.
its so confusing and dont know what to tell them.I had a cuatomer calling from Ok ...had a tough time with her...all she wanted was a toll free number...for comcast and they dont have a service over there.I had to log in my laptop near by and get her the number for OK...a local number Then she was fine.
Same thing for a customer from orlando....some beach area...he had to contact some bst by shop for service.
|
world1
Member
Joined: 13 Dec 2007
Posts: 14
|
# Posted: 25 Jan 2008 17:16 · Edited by: world1
Hi rsoler,
Just a question Do you have any idea how many hours we have to do for DR to stay active.i can do at the most 10 hrs...or should it be more...any idea??? thanks for your help.
any suggestions how u handle the upsells...there are few calls who have me Oh lady just charge me for what i have called...and some of them ask me Do we sell their CC info...quite strange!!
i really dont know wht to answer them...
Had a hard time for the teacher cd...(V Prf)*** dont know whther to let the name though Had a real hard time..all customers who were poilite have turned rude to me!!!
|
rsoler
Member
Joined: 7 Jan 2008
Posts: 305
|
# Posted: 25 Jan 2008 17:28
world1,
yes that is the first ? I asked just one hour a week to stay active cool right!
__________________
RO
|
world1
Member
Joined: 13 Dec 2007
Posts: 14
|
# Posted: 25 Jan 2008 17:29
Wow Rsoler...Thankyou so much for this quick response...Great!!!
So one hour is enough a week to stay active...Thankyou.
|
rsoler
Member
Joined: 7 Jan 2008
Posts: 305
|
# Posted: 25 Jan 2008 17:31
to all that have the Dr skill keep in mind that when you schedule your hours (if you have more than one skill) make sure you choose hrs first from the skill that offers more money otherwise, after hitting 40hrs you will be restricted from scheduling more hrs on that skill you prefer if I have confused you then just ask and I will elaborate
__________________
RO
|
rsoler
Member
Joined: 7 Jan 2008
Posts: 305
|
# Posted: 25 Jan 2008 17:33
world1,
yeah it's great so you don't have to loose your skill if you get another part time job that's why I love WEST!
__________________
RO
|
world1
Member
Joined: 13 Dec 2007
Posts: 14
|
# Posted: 25 Jan 2008 17:34 · Edited by: world1
Rsoler...I get it...but I am doing just DR...I dont have any choice...only one skill...at present...Guess I might have to do more.
Thanks for the info...
|
rsoler
Member
Joined: 7 Jan 2008
Posts: 305
|
# Posted: 25 Jan 2008 17:38
World1,
I have to tell you that I WILL be starting the dr skill on Monday but I have the sears for a long time now and I MADE it my business to ask ?'s regarding DR I AM READY TO TAKE CLLS THEN I hear it can be frustrating with upsells and all but I don't pay no mind to that after experiencing the ongoing complaints of sears skill customers, I'm sure dr will be a breeze HEADS UP! THINK POSITIVE AND NEVER EVER EVER TAKE ANYTHING PERSONAL...IMPERSONAL IS YOUR BEST FREIND AT THIS JOB!
__________________
RO
|
world1
Member
Joined: 13 Dec 2007
Posts: 14
|
# Posted: 25 Jan 2008 17:40
Thanks Rsoler...I take your words...Its true...never take anything personal...Thanks for your words!!! Great help!!!
|
rsoler
Member
Joined: 7 Jan 2008
Posts: 305
|
# Posted: 25 Jan 2008 17:41
world1,
keep in mind that once you hit rank 1 other skills will come your way just keep in steady when you hit rank 1...hang in there only the tough survives and also, if you select the hrs that pay more by the min you will earn more money.
__________________
RO
|
world1
Member
Joined: 13 Dec 2007
Posts: 14
|
# Posted: 25 Jan 2008 17:43
Thankyou very much...
|
chamner04
Member
Joined: 10 Jan 2008
Posts: 16
|
# Posted: 25 Jan 2008 21:15
Hi everyone,
when it comes to the scripting how strict is west on that? does anyone know? i mean this has been my first week, and i've only done a few hours. the first night i struggled with the script greatly. i have gotten a lot better at it. but there are times when the scripting is basically forcing you to ask something the customer already gave you an answer to.
for example, i had a customer tell me like 3 times they had comcast, and then the scripting has you ask if they are a comcast, adelphia or time warner customer. the way i look at it, if you ask them that after they've already told you the answer 3 times, it's like your not listening, and they get mad. but if you ignore the scripting it counts against you right? what do you do in that type of situation?
i had another situation last night when i received a call for the diabetes care club and the woman said like 5 times it was for her son. and after i got the name and stuff typed in, the scripting has me ask if the person the product is for is male or female. if i ask that i'm going to look stupid considering the lady clearly stated it was for her son. and again, it gives the impression i'm not listening.
i'm just concerend about when i get monitored, how strict they will be on me when it comes to the scripting.
|
candlesms
Member
Joined: 14 Jan 2008
Posts: 29
|
# Posted: 25 Jan 2008 21:43
http://en.wikipedia.org/wiki/West_Corporation
I thought you might find this interesting, lol I did!
__________________
|
Berni
Member
Joined: 28 Dec 2007
Posts: 20
|
# Posted: 25 Jan 2008 22:25 · Edited by: Berni
Hi all,
Hope that those just starting are doing ok. I work DR, and really have not found it to be so bad, yes, Comcast is frustratring. We are basically an overflow, so that a customer gets a human. Some just want to know if service is available in their state, some are experiencing difficulty, fortunately I have not had too many comcast calls.
I really like the diversity of the calls, makes the job less boring. I have even helped to report power outages, take donations for feed the children etc.
It has been my experience that sometimes you cant follow the script to a tee. Fortunately my calls that have been monitered, have not been too far off. I try to just use common sense by trying to scan the script a little ahead if I can, and trying to take cues from what the customer is saying and leading them back to where i want them. I have had one instance of coaching where a pal thought she had to reiterate to me about using the customers name three to five times, and always saying thank you if i say please. Okay, I merely accepted the coaching and moved on. I think for the most part, you need to keep your feedback at 80 percent or above and you will be fine. I would worry if I were to get a PIN, which is notice that performance needs improvement.
Using the product knowledge base has helped alot. And I have asked customers to please hold, while i try to find an answer to their question. I have called PALS when I have had to. Most customers are okay with holding for a minute.
I hope this has helped, the nervousness goes away after a while, and I think, smiling while I talk, and using a confident tone has helped. Stick with it, it gets better. And really there aren't too many companies that allow you to work from home, so I try to really be positive about this job.
Last thing, reading this thread, (sometimes over and over) and any others about west on this forum has really helped too. Glad we have a place to share.
__________________
Berni
|
sarahb2007
Member
Joined: 5 Jan 2008
Posts: 10
|
# Posted: 25 Jan 2008 22:37
RO,
How long does Webinar take with Sears?
Thanks,
SB
|
chamner04
Member
Joined: 10 Jan 2008
Posts: 16
|
# Posted: 26 Jan 2008 03:47
Berni-
thanks for your input/advice. i definately feel like i'm improving and feeling more and more comfortable since i first started. i still struggle from time to time, but hopefully the fact that i'm new will be taken into consideration when i get my first feedback.
anyway, does anyone (who is working on DR) know how to do that bypass offer thing. i remember reading about it during training, where if a customer gets upset with the upsells and specifically says they don't want anything other than what they called in for then there's a way we can bypass the other offers. but i can't remember how to do that. i've had 1 or 2 calls where people said they didn't want me to offer anything else but then i couldn't figure out how to bypass it and kept having to read the green scripting for additional upsells anyway.
thanks,
|
mlhatl
Member
Joined: 15 Jan 2008
Posts: 23
|
# Posted: 26 Jan 2008 11:03
sarahb2007 are you doing you webinar Saturday?
|
sarahb2007
Member
Joined: 5 Jan 2008
Posts: 10
|
# Posted: 26 Jan 2008 11:05
Mlhatl,
Why yes I am, are you certified in Sears too?
SB
|
(?)
