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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 42
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# Posted: 6 Feb 2009 20:13
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Getting ready to start my first 1 hour shift at 19:30.
Hope all goes well!
Buck
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l0vemybaby
Member
Joined: 6 Feb 2009
Posts: 1
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# Posted: 6 Feb 2009 21:46
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I started OJT last week and after 3 hours they made me an agent. I thought I did so terrible and I was so sure they were going to fire me. The next day I wake up and I was an active agent, hah! Anyways, I've been an active agent for about a week now and I am way more comfortable now. I agree some of the PALs are less than nice.. My fave is Charlie. There are a few others that are helpful, but a couple that are a little too snotty. I think the hold times are crazy, but I've never had anymore than 20 minutes.
One thing I still have trouble with is activating pend receivers, when a tech is calling in. I agree the script in Doris is lame and I always have a tough time with it. Other than that everything is getting pretty easy and I love the job. I'm glad I found this forum.. it will be nice to talk to people with the same job!
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Natalie
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TabathaL
Member
Joined: 25 Jan 2009
Posts: 33
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# Posted: 6 Feb 2009 21:51
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Hey Buck,
Hope all went well with your shift. I am still waiting for the OJT schedule for me. I think I told you before I had my webinar on Wed. 4th, and I figured I would already be able to start. Is there anything I have to do to start this? Call a Pal? Or just wait for it to appear on the scheduling in Gateway?
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joeboxer337
Member
Joined: 2 Dec 2008
Posts: 45
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# Posted: 6 Feb 2009 21:53
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you just wait  , keep checking you gateway...hope all went well buck...
Joe
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TabathaL
Member
Joined: 25 Jan 2009
Posts: 33
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# Posted: 6 Feb 2009 22:18
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Thanks Joe
I just wanted to make sure I was doing what I was suppose to. Hope all is going well with you.
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 42
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# Posted: 6 Feb 2009 23:04 · Edited by: Buckwheat
Reply
TabathaL: Hope all went well with your shift. I am still waiting for the OJT schedule for me. I think I told you before I had my webinar on Wed. 4th, and I figured I would already be able to start. Is there anything I have to do to start this? Call a Pal? Or just wait for it to appear on the scheduling in Gateway?
It wasn't too bad I hope..I got three calls during the hour. One guy wasn't home to troubleshoot, The other wanted to cancel three of his autorenewing sports packages...that took me a few minutes to get my bearings straight and the last guy had a HD issue and wanted to go to technical support because he got cutoff. The transfer part took me about ten minutes because the stupid thing would not transfer at all till after about 6 attemps then I started hearing all these digits in my ear so I hoped it transfered..
All in all it wasn't that bad. Calls did not come in back to back thank goodness. So I am going to work 6 hours tomorrow and 7.5 on Sunday. No system problems either so that was good.
Tabatha if you want call a PAL and they can get you started right away if a supervisor is there. Thats what I did and they got me setup while I was on the phone with them. I reviewed all yesterday and ran a few sims but it really didn't help that much. The start work button in the gateway will only work 10 minutes before your shift starts so keep that in mind.
Good luck!
Buck
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hanma
Member
Joined: 7 Feb 2009
Posts: 2
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# Posted: 7 Feb 2009 11:14
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I was terminated after my second day of training. What gives? Has this happened to anyone else? Could it be an error of some sort? I haven't even taken any tests or anything!
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 42
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# Posted: 7 Feb 2009 15:43
Reply
Okay going for the big 6.5 hours in a few..I hope I have some fun
See ya after 10pm CT.
Buck
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 42
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# Posted: 7 Feb 2009 23:20
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Took 21 calls tonight had some hard ones too and about 2 easy ones. Hope it gets better tomorrow.
Buck
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Toobcherished
Member
Joined: 8 Feb 2009
Posts: 2
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# Posted: 8 Feb 2009 12:19
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Hi all Im new here I just wanted to join and say hi.
I just finished my Ace Training. I have a webinar today at 1pm central. I guess I will do my OJT next week if they allow me. Im nervous. I feel like I went through the ace training to quickly and now wish I could do it over just to practice simulations. I work full time outside of the home so I will be doing this at night. Hope to chat with others.
2B
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 42
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# Posted: 8 Feb 2009 14:47
Reply
Time for another shift today. This time going for 7.5 hours. Were is everyone? Nobody is posting.
Buck
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TabathaL
Member
Joined: 25 Jan 2009
Posts: 33
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# Posted: 8 Feb 2009 15:08
Reply
Hope everyone is doing well in their OJT. I start my first shift Monday. I only done a 30 minute shift, just to get the hang of things.
Buck sounds like you are really getting it. Great!!! Anyway wish me luck, and hopefully all will go well.
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TabathaL
Member
Joined: 25 Jan 2009
Posts: 33
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# Posted: 8 Feb 2009 15:10
Reply
hanma: I was terminated after my second day of training.
What training were you in, Onboarding, Ace, or OJT?
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joeboxer337
Member
Joined: 2 Dec 2008
Posts: 45
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# Posted: 8 Feb 2009 18:34
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Well Buck I am glad to hear all is going well for you!!!, I cant satand 6.5 hours straight , my butt would hurt too much, Hope everyone is coming along well....What would west say if wanted to form a UNION for CSR's??? j/k laugh laugh......
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UNC1
Member
Joined: 28 Jan 2009
Posts: 6
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# Posted: 8 Feb 2009 18:55
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Does anyone ever receive an error message that says:
The network connection to your application was interupted, try to access application later. and then it closes out the 3 applications?
I receive this message at least once while I'm on the phone
__________________
D
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 42
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# Posted: 8 Feb 2009 19:43
Reply
TabathaL: Hope everyone is doing well in their OJT. I start my first shift Monday. I only done a 30 minute shift, just to get the hang of things. Buck sounds like you are really getting it. Great!!! Anyway wish me luck, and hopefully all will go well.
Well good luck to you. I have had a few hard one but I muddled through just use doris. I'll be on sometime tomorrow I am trying to get that $100 bonus for this week and next. Hopefull I will get to production soon. I am on my lunch break right now so I better eat up.
TTYL
Buck
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 42
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# Posted: 8 Feb 2009 19:46
Reply
UNC1: Does anyone ever receive an error message that says: The network connection to your application was interupted, try to access application later. and then it closes out the 3 applications? I receive this message at least once while I'm on the phone
Nope never got such a message. I got 4 hard drives on this machine so I boot to a clean install of XP with nothing but the West apps loaded so I wont have any issues with other software. Then I got another machine for all my play stuff like this site. Hope you get it figured out.
Buck
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 42
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# Posted: 8 Feb 2009 20:11
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joeboxer337: Well Buck I am glad to hear all is going well for you!!!, I cant satand 6.5 hours straight , my butt would hurt too much, Hope everyone is coming along well....What would west say if wanted to form a UNION for CSR's??? j/k laugh laugh......
I got a big ole butt chair myself..lol Things are going much better today so far. Did you every here back on that pay issue?
Buck
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 42
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# Posted: 9 Feb 2009 00:31
Reply
Well another dollar earned. Things when pretty good between the first call and the last call. Second day in a row I got booted out of RIO at about the end of my shift. Not sure whats going on there but I suspect it had something to do with RIO. I had to replace a primary rcvr but forgot to disconnect the services first. So it would not let me reinstate them after I changed the rcvr then after a few attemps to try I got booted out all together and then ADE hosed up and it went down hill from there. Good thing though the customer call back and got reinstated by another agent. My biggest issue is doing a FSR. Doris is not very kind in giving you the right information on doing FSR's. Once I do enough of them it will get easier. Alot of stuff is starting to come back to me each day. Back at it tomorrow. My reoccuring schedule starts tomorrow at 1pm.
I would have to say that I am having fun. Sundays are good days to work. Not very busy and not many installs.
Buck
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 42
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# Posted: 9 Feb 2009 02:17
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Toobcherished: Hi all Im new here I just wanted to join and say hi. I just finished my Ace Training. I have a webinar today at 1pm central. I guess I will do my OJT next week if they allow me. Im nervous. I feel like I went through the ace training to quickly and now wish I could do it over just to practice simulations. I work full time outside of the home so I will be doing this at night. Hope to chat with others.
Hi 2B and Welcome!
You can go back into your training and browse it and do the simulations that way for practice or just go back through the modules just don't retake the course just browse as you will see that option. Dont sweat it, just take you time and start out slow on the hours, 30 minutes here and there and just up the hours as you see fit. You will fine with time. Most people here are beginners and you will find alot of suport here.
Good luck and TTYL!
Buck
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hanma
Member
Joined: 7 Feb 2009
Posts: 2
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# Posted: 9 Feb 2009 07:48 · Edited by: hanma
Reply
TabathaL: What training were you in, Onboarding, Ace, or OJT?
I was in Onboarding training.
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TabathaL
Member
Joined: 25 Jan 2009
Posts: 33
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# Posted: 9 Feb 2009 14:39
Reply
hanma: I was in Onboarding training.
Hi Hanma
Did you forget to sign out when you were done with your training for that day? Or did you fail that training or what? Just seems wierd that you got terminated. You could have ran out of time, but with it being only your second day of training, that is hard to believe. Maybe call a pal to see what happened.
Sorry I wasn't much help.
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TabathaL
Member
Joined: 25 Jan 2009
Posts: 33
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# Posted: 9 Feb 2009 18:16
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Okay Buck, I start my OJT tonight. Pulling a late night shift. Very, very nervous. More that I hope I haven't forgot things from my training. I have gone back through training and done some practice stimulations. I'm just freaking out that I'm going to screw up and my mind is going to go blank on my first call. Hope all is going well with yours. Wish me some luck.
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 42
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# Posted: 9 Feb 2009 18:53
Reply
TabathaL: Okay Buck, I start my OJT tonight. Pulling a late night shift. Very, very nervous. More that I hope I haven't forgot things from my training. I have gone back through training and done some practice stimulations. I'm just freaking out that I'm going to screw up and my mind is going to go blank on my first call. Hope all is going well with yours. Wish me some luck.
Good luck! dont worry use your PAL's and Doris..just trust what Doris says. Use the chat window for the PALS dont forget to open that fromt he gateway screen. I am on till 8pm tonight
TTYL
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TabathaL
Member
Joined: 25 Jan 2009
Posts: 33
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# Posted: 9 Feb 2009 23:17
Reply
Okay I just finished my first shift. Lets just say I did horrible. The first call I forgot to verfiy customer and then couldn't find out what she was talking about. The next call I was looking for how to add the receiver, couldn't find it and then got disconnected. Not good!!!! I feel like I don't remember anything. Also I don't know how to call a Pal when I have a customer on hold. When I put the customer on hold nothing came up to call a Pal. Where is that located, it was not on my ADE screen. All the poor lady wanted was to replace a receiver and I couldn't even figure out how to do that. Most definitly not as easy as the training part. I will be surprised if I don't get fired for that. Anyway just needed to vent a little on how the first call session went. Hope everyone else is doing better than me.
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 42
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# Posted: 10 Feb 2009 00:09
Reply
TabathaL: Okay I just finished my first shift. Lets just say I did horrible. The first call I forgot to verfiy customer and then couldn't find out what she was talking about. The next call I was looking for how to add the receiver, couldn't find it and then got disconnected. Not good!!!! I feel like I don't remember anything. Also I don't know how to call a Pal when I have a customer on hold. When I put the customer on hold nothing came up to call a Pal. Where is that located, it was not on my ADE screen. All the poor lady wanted was to replace a receiver and I couldn't even figure out how to do that. Most definitly not as easy as the training part. I will be surprised if I don't get fired for that. Anyway just needed to vent a little on how the first call session went. Hope everyone else is doing better than me.
Hi Tabatha,
To call a PAL do not put the customer on hold. On the phone bar look to the left and you have a text box in the box type 1240125 then tell the customer that you are going to speak with a supervisor and if you can place them on hold when they say yes hit the C key on the toolbar and it will call the PAL. In the text box on the right of the toolbar you will see the number that you just called and to switch back to check on the customer just hit the pull down arrow and click on the customer's number and it will switch back to them and do the same to get back to the PAL. To end the call with the PAL there is a icon next to the S button and if you hit it it will drop the PAL and connect you back to the customer.
Okay I am trying to explain this from memory so if I messed up someone else can correct me. If your not sure ask the PAL in the chat window. Use the chat window and ask questions if your not sure. it may take a minute to get a response but thats okay just put the customer on hold and keep checking on them. It dont matter if you got the customer on the line for two hours as long as you get the problem resolved. Use the chat and ask the PAL in the chat how to contact them on the phone and they will tell you. Only time you use the ADE is is to go on breaks, lunch and to logoff.
Dont worry you wont get fired. It took me a bit to figure out the PAL thing too but I watch the chat window and I see them telling other OJT people how to do it so keep a eye on the window cause alot of info goes across it and dont be afraid to ask a question also use the keyword search window in DORIS and type "add receiver" then scroll through the responses and that will get you in the right direction. If you want to talk PM me on here and we can get together on chat or by phone if you want cause I got a magic jack phone.
Buck
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ladyofengland
Member
Joined: 25 Jan 2009
Posts: 32
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# Posted: 10 Feb 2009 11:21
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I just wanted to say thank you to all your good folks who give us newbies so much encouragment. I'm still training for HSN, I'll never remember all this stuff, but i managed to pass all the tests so far. Three more to go. I had better get on with it.
Jen
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TabathaL
Member
Joined: 25 Jan 2009
Posts: 33
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# Posted: 10 Feb 2009 20:13
Reply
Well I have another session tonight, and I'm doubting if I can really handle this. It seems I totally forget everything when the customer calls. I can't remember where anything is or how to do anything. Maybe it just first time jitters (Really hope so).
Thanks Buck for that vote of confidence, I think it is going to take me a little longer to get the hang of things. This is unlike anything I've ever done before, so it really is all foreign to me, kinda like another language. Maybe tonight will go a little bit better. I'm still having trouble understanding the Doris though. I went through my training today and just browsed to update myself and to try to burn some of the information in my brain. Will see how well that worked tonight.
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Buckwheat
Member
Joined: 7 Jan 2009
Posts: 42
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# Posted: 10 Feb 2009 22:20 · Edited by: Buckwheat
Reply
TabathaL: Well I have another session tonight, and I'm doubting if I can really handle this. It seems I totally forget everything when the customer calls. I can't remember where anything is or how to do anything. Maybe it just first time jitters (Really hope so). Thanks Buck for that vote of confidence, I think it is going to take me a little longer to get the hang of things. This is unlike anything I've ever done before, so it really is all foreign to me, kinda like another language. Maybe tonight will go a little bit better. I'm still having trouble understanding the Doris though. I went through my training today and just browsed to update myself and to try to burn some of the information in my brain. Will see how well that worked tonight.
Hey there..just dont try to be in a hurry and take your time is all you need to do. Talk to the customer a bit and get comfortable, take a deep breath and take your time. If you get stuck put them on hold and regroup.
I had system problems today and got absolutely no help from PAL's. I was pretty much on my own. Response time in the chat was a good 30 mins and they didn't even answer the phone at all. I don't know what was going on there today and then I was talked to rudely when I did get this one person. I wont even go into what this one PAL told me to do..then when I questioned her she said I am the supervisor do as I say and that told me right away what I was dealing with so I hope that gets better. I think they forget we are sitting out here by ourselves with no documentation or anything to use for help. They could atleast be compasionate about that. Vent off!
TTYL
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TabathaL
Member
Joined: 25 Jan 2009
Posts: 33
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# Posted: 10 Feb 2009 23:41
Reply
Hey Buck
I just finished my second night. Not bad. Customer was really nice about the long wait time. I keep getting a error message everytime I tried to add programming. I changed her base package saved it, then tried to add HBO. Would not let me add anything. Pal kept telling me I hadn't change base package, and I done it 3 times, but still wouldn't let me add anything. And the account was in good standing. She was very polite about it with the hold time and everything. But I felt stupid since I couldn't do anything for her. I tried to call a Pal, but it told me I had to create a Service Request? Not sure what or how to do that? Anyways she said she would just call back and try to get it taken care of. I went over my shift by 30 minutes with this ONE call.
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