vB Easy Archive - What are your Opinions about Credit n Activations?

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What are your Opinions about Credit n Activations?
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Posted by: So Cal Blue Rep

Hey whats up im a credit and activations rep, i was wondering what you guys think of my department? this question goes out to both direct and indirects.
I get calls from you guys all the time saying "the last person in your department i talked to was an idiot blah blah blah.." hahah u guys sure u didnt call customer care before you called me haha :x

Posted by: obstacles can kill

just like any call center........ there are some smart and great people. and there are some complete idiots. although, ive experienced less idiots in C+A than in other areas....

Posted by: ivwshane

I always had good luck with them. They have fixed plenty of my problems when I was doing a new act.

Some times I would get an ****** but it wasn't that often.

Posted by: drinkbrew

c&a is usually good to me occasionally get a rookie but can't hold that against them

Posted by: JDScott302

credit and act is usually a better bet than cs. The people are better trained. If i can get something performed through c and a, i will call them before i will call cs every time.

Posted by: Telegraph

ain't gonna happen. I'm not going to get dinged a surcharge to call u guys. Everythings done through POS now through us. The only time i call C*A is for analyst review.

Posted by: BellaDea

Quote:

Originally Posted by Telegraph

ain't gonna happen. I'm not going to get dinged a surcharge to call u guys. Everythings done through POS now through us. The only time i call C*A is for analyst review.

ya, this surprised me. Even on the direct side I got told that it would cost money for them to run a credit check and activation for me when my system was down... granted it wasn't my money personally but i wasn't about to put that on the store. I haven't had issues recently. In the past I had some reps transfer me to hell and back just to waive a deposit on a company account 1 phone migration. I end up hanging up and the next person in analyst review just does it for me. I just do that now and it ends up being easier.

Posted by: So Cal Blue Rep

Quote:

Originally Posted by Telegraph

ain't gonna happen. I'm not going to get dinged a surcharge to call u guys. Everythings done through POS now through us. The only time i call C*A is for analyst review.

thats half true, u guys get charged depending on how many times you call us ,not every time you call us. I believe its no more than 10 percent of all your activations are activated by us then you wont get charged. But you can run credit with us all day long and not get charged. Yea theres a bunch of new people in CNA right now so you guys are probably gonna get a coupl,e rookies when you call. And to save you guys the frustration, when you get an ANALYST REVIEW or want to dispute a deposit call AR which is option 4 when you call the CNA line, cus we are just gonna tell you to hang up and call again, we dont transfer agents because that is counted against our stats, no hard feeling but we cant have messed up stats or our asses wont have a job! Kinda sucks but its more about stats than actual service right now IMO, theyre real big on making our stats.

Posted by: ivwshane

Hold on, I thought cna was apart of the same department as analyst review. I rarely call cna and my comments go for analyst review, sorry

Posted by: BellaDea

Quote:

Originally Posted by So Cal Blue Rep

I must have gotten a rookie cause that was the only time I called (and I'm the only person that called to have it done for a while) and they told me right off we would be charged. It's good to know that's not the case everytime. Thanks!

Posted by: Telegraph

Quote:

Originally Posted by So Cal Blue Rep

As an indirect, it really depends on the master agent. Both master agents i've talked to in my area charge the agents anytime an activation occurs. It doesn't necessarily have to be 10%. Its EVERY activation. This is assuming Pos is down. If this is the case, then fees will be waived.
Its true, credit CAN be run through CNA, but why call in if you have POS to begin with? Much easier and frees up a phone line.

Also to clarify, i call the same number for credit and analyst review. Like you stated its just option 4 for analyst review.

Posted by: So Cal Blue Rep

Quote:

Originally Posted by Telegraph

You'll be surprised on how many agents call us that have pos to run credit and not activate. After the credit check i ask if they want to activate and the agent goes "Oh its ok i'll activate it in POS" wtf!!! its like they're lazy or something, or my someone told me its a sales technique of some kind, put pressure on the customer cus your already on the phone with someone im guessing and about that fee, we're not suppose to mention that to the agent on a call. My supervisor clarified it with me that if 10% or more of your total activations are activated by us (CNA) and you have pos then you get charged $10 every call after that %10 percent is reached. BUTthats only if we use POS to activate, you dont get charged if your rep uses TELEGENCE to activate. Im not sure how the service fee in the CARE market works so i cant say how that goes.

My question to the agents, do they really enforce that policy?

Posted by: Alfred_Neuman

ill never understand how we decide on who gets 0 deposit and who gets 500.

i remember in 2004 ppl w/o ssn getting $0, but then another guy, same deal, 150.

Posted by: Alfred_Neuman

back when i was working for an agent, we HAD to call C&a day in day out.

imagine 4 reps, 1 landline, activation 9 lines during x-mas eve?

boy oh boy did my cellphone bill go way up there.