vB Easy Archive - RSD Still Exists?????

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RSD Still Exists?????
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Posted by: Jayden0606

Just like the thread says, Resolutions still exists? I called 2G care yesterday an asked for a manager and got resolutions. Also the rep did not introduce him as resolutions, I found out from the resolutions rep. In my call center they don't exist, except floor support reps, which is the walking version of RSD. What's up with that?

Posted by: cingtd

Quote:

Originally Posted by Jayden0606

Just like the thread says, Resolutions still exists? I called 2G care yesterday an asked for a manager and got resolutions. Also the rep did not introduce him as resolutions, I found out from the resolutions rep. In my call center they don't exist, except floor support reps, which is the walking version of RSD. What's up with that?

Could you explain a little more?? I am not sure what "Resolutions" group you are referring to. I know of a "Customer Relations" team, but they get involved when a customer wants to cancel service.

Posted by: holaDude

Quote:

Originally Posted by cingtd

Could you explain a little more?? I am not sure what "Resolutions" group you are referring to. I know of a "Customer Relations" team, but they get involved when a customer wants to cancel service.

They are an escalations team in some of the call centers. They take escalation calls first, instead of the managers I believe. In my call center we have training mentors for new hires and mentors/lead agents or whatever you want to call them, that walk around everyone else.