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Message |
Buckwheat
Member
Joined: 7 Jan 2009
Posts: 38
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# Posted: 29 Jan 2009 19:07
Reply
Okay everyone calm down. It will get better just give it a chance and don't throw in the towel. I have been through Directv training two times before this. It is not much different then the classroom training. We were all scared to death when we had to make take our first calls and believe me the same thing happened in the classroom. All of a sudden you forgot everything and we had instructors in the class and that wasn't much help cause we had to wait on them to get to us so its not much different. After taking some calls you will start to get the hang of it. Dont expect to be perfect the first week. Take your time when scheduling shifts and don't overload yourself right off. West has issues with their support..not enough people so be prepared for that and use DORIS cause it has everything you need. Use the simulations when your logged out of calls for practice. You guys can do this. If you seen some of the people in the call center then you would feel better. Trust me I know. I been in both West and Directv's call center. Have confindence that you can make this work because you can. The frustrations your going through now is something that happens to everyone even in the Call Centers. 4 Weeks from now it will be a breeze on most calls. You will get some good calls and some bad calls some short calls and some longs calls but remember your learning and that goes with the territory even when you become skilled. I got one more night of ACE training then finish that supp 2009 pricing then I am on to OJT by the weekend or early next week I hope. When you start fixing problems it does feel good. I am sure Joe can tell you by now.
I am going to buy me a second monitor so I can always have DORIS up so I dont have to switch windows. I think that will be a big help too. If anyone wants to chat I am kmcrmartin on yahoo messenger.
Good luck to you all.
Buck
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joeboxer337
Member
Joined: 2 Dec 2008
Posts: 44
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# Posted: 29 Jan 2009 20:36 · Edited by: joeboxer337
Reply
Buck,
You are exactly right!!!!, I have logged 70+ hours now as production and it gets better every day, although the activation of pending receivers is still a pain in my rear...the script for that one is horrible in my opinion. Also if you can afford it(and want to stay sane) stay off the phones for LONG SHIFT durations between 5:00 and 8:30 the first week or so as you will get back-2-back calls non-stop as that is the heaviest call periods during weekdays...
BTW I am already running 2 monitors for the exact same reason you stated.
Good Luck All and hang in there, It doesn't get much easier or cheaper than this working from home making the money they offer, if you find something please let me know 
Good Luck All
Joe
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joeboxer337
Member
Joined: 2 Dec 2008
Posts: 44
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# Posted: 29 Jan 2009 23:00
Reply
I have been on hold waiting for a pal for over 52 minutes now, so they can make a credit on an account that is more than what I am authorized to do!!!!!!, Guys do not hang up...keep the hold time there so they are forced to fix this, eventually it goes against us if they don't fix the hold times!!!!!!!!, but if we have the hold times to prove it they cant hold us accountable!!!
Joe
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UNC1
Member
Joined: 28 Jan 2009
Posts: 5
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# Posted: 29 Jan 2009 23:43
Reply
I'm surprised your customer didn't hang up!
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D
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sungal
Member
Joined: 19 Jan 2009
Posts: 8
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# Posted: 31 Jan 2009 18:06
Reply
Hi Joe, By chance do you know what the available hours for a recurring/hard schedules are? Is there a big variety or just a few options? I have an infant at home, and am trying to prepare for his care while I'm working.. we're just trying to get some idea of the hours in advance. Let me know, thank you!
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joeboxer337
Member
Joined: 2 Dec 2008
Posts: 44
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# Posted: 31 Jan 2009 20:35
Reply
Sungal, Unfortunately I don't, I would assume though that you can pick what fits your schedule, as West will in turn tell DTV, we have a agent to cover "x,y,z hours". Maybe Tina could chime in on this as she has already set a recurring schedule...
Tina??????
Joe
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dani919
Member
Joined: 1 Feb 2009
Posts: 9
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# Posted: 1 Feb 2009 17:18 · Edited by: dani919
Reply
Hi,
Just finished my first week on the phones for Direct.
Does anyone know if we are being graded on our performance during the first week? I tried to contact a PAL but I got tired of waiting on hold.
I hope not b/c I was terrible and I'm very afraid that I could be terminated!
__________________
dani
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joeboxer337
Member
Joined: 2 Dec 2008
Posts: 44
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# Posted: 1 Feb 2009 18:55
Reply
Dani, Don't freak, you're not gonna get fired unless you cussed the customers out and hung up on them...if you get stuck, call a PAL!!! thats what there here for...
Good Luck, follow Doris....and relax!!! it'll get easier as you go, I promise..
Joe
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dani919
Member
Joined: 1 Feb 2009
Posts: 9
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# Posted: 1 Feb 2009 20:41
Reply
Thanks Joe!,
I really needed the encouragement!
I just asked a PAL a DNS question because Doris was down and she yelled at me.... which I think is very unprofessional.
I hope they all aren't like that.
__________________
dani
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ladyofengland
Member
Joined: 25 Jan 2009
Posts: 30
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# Posted: 1 Feb 2009 23:51
Reply
oh my my I'm doing HSN training at the moment and so far so good !
But What is Doris that you all talk about ?
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joeboxer337
Member
Joined: 2 Dec 2008
Posts: 44
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# Posted: 2 Feb 2009 07:31
Reply
Dani, anytime you talk to a PAL and they act that way, make sure you get their nsmes!!!, then report them to your team lead, this is completely unnacceptable behavior!!!
Doris = a software scripting program
Joe
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ladyofengland
Member
Joined: 25 Jan 2009
Posts: 30
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# Posted: 2 Feb 2009 19:44
Reply
Thanks Joe.
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Carolinafan79
Member
Joined: 10 Oct 2008
Posts: 8
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# Posted: 3 Feb 2009 00:24
Reply
Joe, I have a question I am a Directv Customer plus I was hired by West hoping I will get offered Directv since I have them and know so much about them, anyways everytime I call Direct they say thank you for calling Directv this is so and so How are you doing today?
DO they teach you to say that in training?
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joeboxer337
Member
Joined: 2 Dec 2008
Posts: 44
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# Posted: 3 Feb 2009 07:27
Reply
Carolinafan79: DO they teach you to say that in training?
Yep, it's mandatory, you lose quality points if you don't!
Joe
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TabathaL
Member
Joined: 25 Jan 2009
Posts: 30
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# Posted: 3 Feb 2009 13:53
Reply
Ok just wanted to state that I just finished the Ace training and I'm about to do the webinar. My statement is WoW, that was tough, the first 5 we fairly review, not all but some, but the last one kicked my but. I had to review that bad boy twice before I tested. I have only one question maybe someone could answer. After the webinar, what is the next part? And how long is that? Also I am really nervous and hope I remember everything from the training, I have a hard time believing I will since there was so much to remember, but hopefully things will go smoothly. Thanks for who ever can answer my questions.
Hope everyone is doing well in their training.
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joeboxer337
Member
Joined: 2 Dec 2008
Posts: 44
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# Posted: 3 Feb 2009 15:52 · Edited by: joeboxer337
Reply
Hey Tabatha, Next you will start OJT, taking live calls, you will take those until they deem you are ready for production,How long is that?, Good Question......I did about 8-9 hours of OJT and was bumped to production..I don't know about anyone else though.
Read the rest of the posts and please take our advice..take it slow at first so you don't get too frustrated.
Good Luck
Joe
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dani919
Member
Joined: 1 Feb 2009
Posts: 9
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# Posted: 4 Feb 2009 03:28
Reply
Joe,
Do you know how many times we are monitored for feedback each week?
I just received my first score 85.....She said that I forgot to ask the customer how they were doing
__________________
dani
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dani919
Member
Joined: 1 Feb 2009
Posts: 9
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# Posted: 4 Feb 2009 03:35
Reply
Did anyone attend the focus call yesterday?
I was unable to attend b/c I had to work... Just want to make sure I didn't miss anything important.
__________________
dani
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joeboxer337
Member
Joined: 2 Dec 2008
Posts: 44
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# Posted: 4 Feb 2009 08:46
Reply
I have no clue Dani, I have yet to recieve a score , I too was unable to attend as they couldn't get the day/date right till about 40 minutes before the call 
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slclem23
Member
Joined: 4 Feb 2009
Posts: 3
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# Posted: 4 Feb 2009 19:00
Reply
I am starting my Directv onboard training. I want to take very detailed notes so to be sure to pass the test. What I am concerned about is not having enough time to finish all modules. What is the average time it takes to complete each module? Do you have any hints for me to be successful with training?
__________________
Stacy
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dani919
Member
Joined: 1 Feb 2009
Posts: 9
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# Posted: 4 Feb 2009 20:03
Reply
Does anyone know how long the system is going to be down... I have been on hold waiting for a PAL for over an hour?
__________________
dani
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Sharronb
Member
Joined: 4 Feb 2009
Posts: 1
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# Posted: 4 Feb 2009 20:48
Reply
How soon after the webinar does the OJT begin?
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joeboxer337
Member
Joined: 2 Dec 2008
Posts: 44
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# Posted: 4 Feb 2009 21:46
Reply
no clue dani, mine is working at the moment
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 38
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# Posted: 4 Feb 2009 21:49
Reply
TabathaL: Ok just wanted to state that I just finished the Ace training and I'm about to do the webinar. My statement is WoW, that was tough, the first 5 we fairly review, not all but some, but the last one kicked my but. I had to review that bad boy twice before I tested. I have only one question maybe someone could answer. After the webinar, what is the next part? And how long is that? Also I am really nervous and hope I remember everything from the training, I have a hard time believing I will since there was so much to remember, but hopefully things will go smoothly. Thanks for who ever can answer my questions. Hope everyone is doing well in their training
Hi Tabatha, I just finished ACE Monday morning and had the Webinar Tuesday morning. Just did the 2009 pricing that bumped me out earlier so I am now waiting to start OJT myself. Hope I can get started by the weekend. My only problem now is getting a quality headset. I got a $10 headset I am going to use till I can get a Plantronics S11 or S12 which I will prolly get from Amazon or Ebay. Any recomendations on headset would be appreciated for sure. I got lucky today calling pals. Made three calls and they all answered on the first ring. I noticed they were trying to get me off the phone real quick but hey I can understand that. It should get better as they add more people.
Have I addressed all your Directv concerns today?
Buck
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joeboxer337
Member
Joined: 2 Dec 2008
Posts: 44
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# Posted: 4 Feb 2009 22:36
Reply
Hey Buck.....Welcome aboard, Office Depot has a real good headset for like $25 made by ativa...no reason spend big $$, this thing works great and plugs into any corded,or cordless phone that has the 2.5mm jack to plug into......hope this helps...
Joe
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 38
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# Posted: 4 Feb 2009 23:03
Reply
joeboxer337: Hey Buck.....Welcome aboard, Office Depot has a real good headset for like $25 made by ativa...no reason spend big $$, this thing works great and plugs into any corded,or cordless phone that has the 2.5mm jack to plug into......hope this helps...
Office Depot done pissed me off already atleast the one in my town. I aint buying nothing from them anymore. But thanks for the info...been looking at some stuff on Amazon and Ebay. I think I can get a good deal. I need something with some volume on my end cause I am old..lol. I would perfer one that plugged into the handset jack with volume control. I am going to be doing full time so I am going to spend a bit more.
Buck
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TabathaL
Member
Joined: 25 Jan 2009
Posts: 30
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# Posted: 5 Feb 2009 11:23
Reply
Buckwheat: My only problem now is getting a quality headset. I got a $10 headset I am going to use till I can get a Plantronics S11 or S12 which I will prolly get from Amazon or Ebay. Any recomendations on headset would be appreciated for sure.
Hey Buck,
I got my headset from Office Depot, since where I'm at there wasn't much choice. Mine is by Avita, it has volume control, a mute switch and everything on it is adjustable. I think I paid $20.00 dollars for it and it seems to work just fine. I finished my Webinar yesterday (Wed) and now just waiting for OJT. Not sure exactly what I'm suppose to do to start that. I probably will have to contact a PAL and find out for sure. Good luck with everything and get me up to date on how things are going.
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 38
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# Posted: 5 Feb 2009 12:36
Reply
TabathaL: I got my headset from Office Depot, since where I'm at there wasn't much choice. Mine is by Avita, it has volume control, a mute switch and everything on it is adjustable. I think I paid $20.00 dollars for it and it seems to work just fine. I finished my Webinar yesterday (Wed) and now just waiting for OJT. Not sure exactly what I'm suppose to do to start that. I probably will have to contact a PAL and find out for sure. Good luck with everything and get me up to date on how things are going.
HI Tabatha,
Thanks for the info as I am in the same boat as you as far as Office Depot. Joe said the same thing about the At
via headset but I am going to wait till a get a check or two under my belt then get something online. I was able to login the gateway last night where I could get into Spectrum and look at the schedule for OJT hours and there were none yet. SO if you haven't done so load the gateway software so you will be ready to start OJT.
Buck
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 38
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# Posted: 5 Feb 2009 14:28
Reply
slclem23: I am starting my Directv onboard training. I want to take very detailed notes so to be sure to pass the test. What I am concerned about is not having enough time to finish all modules. What is the average time it takes to complete each module? Do you have any hints for me to be successful with training?
Stacy,
You have plenty of time to complete each module. Time is really not a issue. You have like 14 days I believe and you could complete it all in one day if you wanted to I think you have 11 hours a day. Bottom line is time wont be a problem. Take good notes and if you have a printer print out each module overview at the beginning and use it to review and keeps notes on. If you fail a test print it out and then go back through the module and look for the area you failed on the test and find the correct answer then take the test again. Its not as hard as you think. Alot of important things are repeated in each module to reinforce and you will pick up on that. If you were able to find this forum and post on it I don't think you will have a problem.
Good Luck!
Buck
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 38
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# Posted: 5 Feb 2009 14:31
Reply
Sharronb: How soon after the webinar does the OJT begin?
Should be no more than 2 days at the most. Call a PAL and tell them your ready for OJT. Debra seems like a realy good PAL to me very helpful and always pleasant and friendly.
Buck
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