Authentication

[DH]

Wirelessly posted (BlackBerry8110/4.5.0.102 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/107 UP.Link/6.5.1.0.0)

I called in today and was asked for my pin and dob/postal code. I said my pin was enough and she said there has been a lot of fraud which is why I HAD a pin on my account. All I wanted to do was to include whocalled as I had it excluded. She put me on hold for 5 minutes and told me she needed my drivers license or SIN. I never pull the Rogers card but this was retarded. I told her I worked for a 3rd party and then she refused to proceed on the call. So I called back and it was done in under a minute. Some reps are clueless. I also was told a week ago the goodwill credits are no longer around and that because I'd already had a first time dispute for int sms I'm not eligible for one on weekday overages. Called back and got a FTD no questions asked.

[mrshawnc86]

That's suppose to be they way it is if you just have a pin but some reps just skip the pin and continue with the postal code and date of birth as all your information load before your password does most of the time as that's the joy of ICM

[Fenrry]

I politely ask for a manager, hate double calls.

[mrshawnc86]

just say your mad, you want to cancel and then smooth sailing you go
over to customer relations...considering you call between 9am to 9pm monday-saturday

[WorldIRC]

Call back, request a coachin op..it's the only way they'll learn.

[DH]

Yeah she asked for my pin, then my date of birth and postal code. It was dumb.

Authentication procedures in the library only require the pin and if it is incorrect
then we can ask for the latter along with credit information or direct to stores...

She confirmed my pin is correct, put me on hold and then asked for my DL/SIN.

[WorldIRC]

I find my self even quoting "check library" when I call the employee line...I can't stand the outsourcers (no offence bud)...but I find the majority of those reps not as up to speed as the corporate CS guys.

[DH]

No offense taken. I'm considering moving up to Waterloo for corporate.

I don't think RED is outsourced. Only customer care. Sitel was horrible!

[DH]

So I called in today on my consolidated account, and apparently my date of birth
was incorrect. Agent just updated it, without asking any credit information at all.
I am pretty sure there was at least a password from SGI in there. Both cons and
a/r never asked for it. That's 2/3 times I have called in 24 hours and reps failed.

[Guest 16]

When I call in, I'm asked for my PIN, DOB & PC.

I don't see the problem. It takes two seconds to tell them, and doesn't hurt anyone.

I agree though, it is incorrect, and is symptomatic of a larger problem... and I think that's the one we should be tackling: poor CSR training and high turnover.

[iridescence]

The thing I hate is that ICM loads so slowly that sometimes I'm halfway through asking for the DOB & postal code before I see the PIN box show a checkmark... So then I sound ridiculous. It should really be a popup at the beginning, and not so small - I know some reps miss it just because it's not as eyecatching as it should be.

But yeah, asking for all 3 is kind of ridiculous unless they thought the PIN was incorrect.

[WorldIRC]

No offense taken. I'm considering moving up to Waterloo for corporate.

I don't think RED is outsourced. Only customer care. Sitel was horrible!

RED is outsourced to Newfoundland I believe...or PEI. They don't act, or sound, or do anything like a regular CS / CR rep.

[TheLastPrincess]

I find my self even quoting "check library" when I call the employee line...I can't stand the outsourcers (no offence bud)...but I find the majority of those reps not as up to speed as the corporate CS guys.

You are not the only one. The outsourced depts have the lowest CSAT, quality etc scores.

[Fenrry]

No wonder lots of ppl keep on going to my store just to get even more pissed, Go Rogers Go!, more reason for ppl to wait a few months and send you to the guillotine....but Rogers just kept on pushing CSAT at store level like there is no tomorrow.......somewhere along the line somebody crossed the thin line between common sense and madness...

[wolfmedic]

RED is definitely outsourced, at least partially to Newfoundland......and Fenrry, I like the Csat a lot more than I do the mshops, that was the ridiculous part. Although with the csat, there is a lot of room for ambiguity, we just tell our clients what to answer, that is if they speak the same language.