vB Easy Archive - Taking Away Telegence

Pages: 1

Taking Away Telegence
(Click here to view the original thread with full colors/images)

Posted by: drewyehboi

Anyone heard the news, as of May 11th telegence access in Corporate locations will be non-existant. Two reason this is a huge PITA:

1. OPUS sucks. When it comes to dealing with any account that has a plan that was created more than a year ago(aka grandfathered plans and packages) and when doing TOS and reading bills, helping with Parked Equipment...so on and so on and so on.

2. OPUS hates working with Big Biz acounts, so when a CCDA customer needs a sim card change, nope sorry can't do it.

Why do this. I understand that for those people who do not understand how to use telegence but think that they understand how to use telegence using telegence could cause a few problems... But for those of us who actually spent the time to learn or for those of you who were previously trained in telegence, this is dumb.

Posted by: cingtd

Whatever it is worth, retail locations don't have access to the CARE billing system either (except the store manager) for quite some time now.

Posted by: aj&t

Telegence allows the rep a lot more freedom than OPUS does. No managers approval required for anything, and it also allows for some perks to be thrown on accounts that shouldnt have them. AT&T was probably losing a bit keeping Telegence open to everyone.

Posted by: ravegrunt

Back in my AT&T days, they gave everyone telegence that asked, then a rep in another market waived a bunch of ETF's, got "involuntarily seperated", and the DOS for my market kill everyone's telegence, including most managers. You had to damn near do a quest to get your telegence back...(which I got back, but they never too my CARE access...)

Posted by: ivwshane

Will this be only at the rep level? My ssr's and managers need to have this.

Posted by: smg1976

But I thought we were switching over to Telegence as a company in 2009?!?

Will this be for business accounts only (NBI), or include consumer accounts as well? If that's the case, that WILL be a problem, especially for people who move around the country, and relocate their families.

And if it's business accounts, will it be all, or just large companies that can't be serviced in retail?

This could get really messy.

And will there be anything discussed regarding this beforehand (i.e. Saturday meeting, something in MyCSP)?

Posted by: lowkey16

Quote:

Originally Posted by smg1976

But I thought we were switching over to Telegence as a company in 2009?!?

Will this be for business accounts only (NBI), or include consumer accounts as well? If that's the case, that WILL be a problem, especially for people who move around the country, and relocate their families.

And if it's business accounts, will it be all, or just large companies that can't be serviced in retail?

This could get really messy.

And will there be anything discussed regarding this beforehand (i.e. Saturday meeting, something in MyCSP)?

exactly, the northeast was going to it this year and the southeast was going to it next year...making it the company standard. this was just announced a few months ago...

Posted by: cingtd

Quote:

Originally Posted by lowkey16

exactly, the northeast was going to it this year and the southeast was going to it next year...making it the company standard. this was just announced a few months ago...

A few markets previously handled by SE CARE have already been converted to Telegence.

Posted by: JustJoe

They will have to pry TLG from my cold, dead hands before I let them take my codes away. I work with several Big Biz accounts and I can't see myself going on a rollout at that company only for me to say "oh, you are going to have to go through your acct manager" and have them reply "aren't you my my account manager???"

Posted by: drewyehboi

This is a stupid decision I agree, but in some aspects I understand why they would do it. In my store a rep was asked to put NOWIX on an account... The next day the DSR showed they had over $15,000 in features... They had accidentally added a $15,000 feature onto a consumer account. So, on the one hand I understand, but I just think they should restrict access to those people who don't know how to use it, its not hard to change profile settings in Telegence...

Posted by: cingtd

Quote:

Originally Posted by drewyehboi

This is a stupid decision I agree, but in some aspects I understand why they would do it. In my store a rep was asked to put NOWIX on an account... The next day the DSR showed they had over $15,000 in features... They had accidentally added a $15,000 feature onto a consumer account. So, on the one hand I understand, but I just think they should restrict access to those people who don't know how to use it, its not hard to change profile settings in Telegence...

Personally I think your example is an excellent reason not to make such resources available to everyone. I would hate to be the rep who has to correct that mistake and try to explain it to the customer if it did show up on their bill.

CS reps are constantly attending classes to try to keep up with the latest updates, products and features and I am not sure that would be practical at the store level.

I do realize that mistakes happen w/ CS as well so I am not trying blame retail/agent reps for all mistakes.

Posted by: Alfred_Neuman

telengence is not hard. i could activate 4 lines before coworkers got 1 with opus.

before i left my manager and i were the only ones with access

Posted by: missteala

i haven't heard that at all.. as far as i know we're keeping telegence. where did you guys hear this from?

Posted by: DonATcentral

I talked to some higher ups in corporate, and guess what? Telegence is not going to be taken away from us, at least not in my market (42).

Posted by: ATnt-RSC

Quote:

Originally Posted by Alfred_Neuman

telengence is not hard. i could activate 4 lines before coworkers got 1 with opus.

before i left my manager and i were the only ones with access

OPUS used to be that way, but since the last few updates it actually takes a similar amount of time.

Posted by: Alfred_Neuman

yeah its been a while since i quit.

i now work for an online dealer that 99.9% of reps hate

Posted by: JustJoe

*taps on watch*

Uh, I logged into Telegence yesterday... Works like a champ.... CARE too.. hehe I love double secret logins. I have logins my manager doesn't have.

Posted by: ravegrunt

Quote:

Originally Posted by Alfred_Neuman

yeah its been a while since i quit.

i now work for an online dealer that 99.9% of reps hate

Really? I wanna cry now

Posted by: DonATcentral

Back to the point... The deadline came and went, did anyone who previously had TLG get it taken away? We still have access to it in my market, so as far as I know this is a just a stupid rumor.

Posted by: drewyehboi

Still have it here, apparently they either rethought this and realized it was a dumb idea, or IT just didnt make the time to do it on the deadline.

Posted by: drewyehboi

I think the deadline was pushed back. I read something about it in an email today. I think telegence is goooonee tomorrow. I guess we will see?

Posted by: JustJoe

Quote:

Originally Posted by drewyehboi

I think the deadline was pushed back. I read something about it in an email today. I think telegence is goooonee tomorrow. I guess we will see?

Currently logged into both TLG and CARE at my COR store.

Posted by: DonATcentral

TLG Still working here as well. Market 42 NYC Metro

Posted by: attdude

I think we can close this one down. They are not going to cut off TLG access without a notice way in advance. Why? Because they don't want 1000 reps calling into IT helpdesk on D-day asking for help logging in, jamming up the system and costing the company time and money they could have been spent fixing actual issues.

This is just an unsubstantiated rumor. Nothing more. I believe it when MyCSP says it's so.

Posted by: aaadock

still working here.

Posted by: wesmills

I realize I'm not an employee, but: I was in a DFW-market COR yesterday to do a number port and all the RSCs said they had lost Teligence access.