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Wednesday, February 9, 2011

Email Sent Today

From: Gil Heim [mailto:gjh363@optonline.net]
Sent: Wednesday, February 09, 2011 3:06 PM
To: Decuyke, Catherine
Cc: Slocum, Kathleen; Robbins, Joyce; Schaaff, Tom; Brockert, Shelley; Kalesa, Kathy; Harden, Nancy
Subject: Noble issues
NOBLE ISSUES STILL HAPPENING

Was talking to customer 9286593214 and lost my Noble “again”  3rd time today.  G001 ext 2464

Was with customer 6514335316 at 9:13 and lost Noble and then hung up my system.  G001 ext 2464

Just lost my caller middle of conversation   AGAIN 


Catherine,

We are still dealing with issues on Noble,  when will I hear from the company that the members will not go down in pay next quarter due to all the issues.

I have still not heard back from Cecilia. With a date that she is available for a meeting.

Gil

A MEMO SENT FROM COMPANY YESTERDAY

From: PST Team
Sent: Tuesday, February 08, 2011 8:20 PM
To
Subject: RE: noble Go38

We have had network issues all day across the Enterprise. This greatly impacts Noble on your desktop. Please either turn your PC off and restart it or restart your remote session – whichever is applicable. This should reset your network connection and hopefully improve your issues.

Dave Velleu
Technical Analyst
Projects and Supporting Technologies (PST)

Why was this sent out at 8:20pm and not earlier to all reps?

7 comments:

  1. Email From CatherineFebruary 9, 2011 at 4:00 PM

    Gil,
    There have been network issues this week that have impacted system latency. I am working on the discussion we had last week. I will follow up with you as quickly as possible.

    Trust me, I'm feeling the pain, too, and am doing everything within my power to get these issues addressed.

    Catherine

    Catherine DeCuyke
    Director, Customer Sales and Service
    Frontier Communications Solutions
    518-773-6149
    cdecuyke@czn.com
    I can help you!

    ReplyDelete
  2. To All WAH Reps

    Please keep track on how many times you lose a customer, computer shuts down or any other computer issue. Email me at the end of your tour with the total number of issues and what they were.

    I will need this info when I have my conversation with Cecilia.

    Thank you

    ReplyDelete
  3. My pay was decreased for this quarter to base. Mostly due to these Noble issues. Is Catherine's pay subject to a decrease if she doesn't make her goals, like WAH is? I think not! WAH reps around the country are having these issues as well. P4P is dangled in front of us, but then the routing of non-revenue generating calls is increased so that we cannot make the goals. Look at Noble, check out the external numbers. Why is there a selection to send calls back into the queue? Is this so the undertrained reps in other calls center have an "out" on the calls they don't know how to handle, and can't generate revenue on? Are these reps trained to transfer the calls to the WAH group? Why are my lack sales, working my normal scheduled tour compared to a rep who is working 80 hours of OT a month? Of course that rep is more than likely to met the NETREV gate. That is why CD sets the gate so high. To force us to work additional hours. DELWFM closes the book for time off request due to heavy call volume, and the heavy call volume is due to Noble not working. We are 5 days shy of 10 months with Noble, a system, that is not user or customer friendly. 10 months, if this was an employee taking calls they would have been terminated by now. I don't hear FTR13 having these issues. Wonder why we don't implement their IVR system nationwide (minus the voice response portion, customers get irritated by it)? Why are we throwing away so much money on this system. Nice way to value the employee and the customer. And what happens, SLT blows off our business rep, kinda like the way they blow us off. No answers, or answers are not provided in a timely manner. And when they are provided, they are not correct, or they are portioned out to only respond to a percentage of the original questions. CD's stock response, "let me get back to you on that" and then never does. She must think we all have short memories! Kate N, you are missed, and now we understand why you left when you did!

    ReplyDelete
  4. I believe you may want to black out the customer phone numbers above and then delete this post as well.

    ReplyDelete
  5. and the contract was voted in, so deal with it!

    ReplyDelete
  6. Re: Anonymous said...
    "and the contract was voted in, so deal with it!"

    Sounds like a management remark to me!

    ReplyDelete
  7. Phone and Systems issues still on going!!! Come on Frontier, get your crap together. Move forward get something in place that works.

    ReplyDelete