800-797-5986
 | CEMILLS 2011-06-06 20:58:25 Unknown |
I received this phone call in regards to my DTE Energy account.
| Linda 2007-12-13 15:31:36 Unknown |
DTE Energy unkown resason probabley about a bill late
| Steve 2007-11-30 16:52:43 Unknown |
There is a big difference between an inbound call center, customer service, and an outbound call center collections. I worked in outbound collections and it appears that this number takes a more aggressive approach.
In the outbound center, The CCR has a either a commission-based scheme, or even worse, a performance expectation that always sets goals just on the inside of impossible. The workers who call you are most probably new representatives, in a center with an average 3 month turnover, and they are quite worried about the fact that this job is worse than telemarketing: Every call they make never gets answered, (their number of answers are hardly as generous as the 3-9% a telemarketer gets) and their new boss is demanding those new payment arrangements.
Some reps make the mistake of letting it ring only 3 or 4 times, and hang up before their contact makes the decision to answer because they are looking for "HOT" leads or they are looking to increase their N and say "Yes I worked hard today!" These newbies are thrown out when their average call time is only 15 to 40 seconds long. However, the high turnover in this position replaces them with more newbies who do the same.
The training in the outbound call center is most probably 8 hours long, with an employee turnover measured in weeks. Working for a contracting company, or as a brand new employee, they don't know the values of the company they represent, nor do they care about customer service. All the representatives know is that they will lose their job if they dont make x arrangements per hour, have too much idle time or get too many hangups. All the mangers know is that they will lose their jobs if they dont get those successful arrangements in from the team.
Why doesn't the collection agent leave a message? This is useless for the representative who is on a performance based, clock-oriented scheme. Leaving a message wont increase his statistics because the consumer does not call in and say "Jason the collector called me Friday and told me I need to contact you." If they do, the inbound call center doesn't track it. In other words, there is no credit in a return phone call. The rep is looking for the person, the voice that answers and makes the arrangement. Leaving a message is a waste of time, bleeds the performance allowance and decreases the likelihood that they will reach someone. The call center rep must get those calls in or lose the job. They need a high N, at least a 15-30% response rate, and a low idle time. A message takes more than 30 seconds of idle time---15 seconds to hear the message and wait for the tone and another 15 seconds to leave the message and disconnect. Even worse, the short call times leaving messages may look like immediate disconnects in response to the collector. These calls that dont result in contact and thus increase the motivation to hang up after 4 or 5 rings before the answering machine picks up. Every time the phone picks up it counts as a consumer disconnect, even if its just an answering machine. Those reps who leave a message or let the machine answer are asked, "Why did you let so many hangup?"
The end result in all of these factors is a jerk who lacks professional standards, doesn't know anything about the company, and only knows to push 'till an arragenemt is reached. Sometimes you are just better off calling them before there is an issue. Since the inbound center is trained to work with the consumer, it is usually easier to work out debt negotations by calling in; provided you aren't transferred to another line. The inbound representatives arent on a performance-oriented find-the-victim scheme, but more likely on a consumer-oriented solve-the-problem approach because they deal with other calls to serve the consumer. You may have the chance to initiate the "I want to solve the problem" advantage by calling in, rather than recieve the "hunt me down by someone who was trained yesterday" from a rep. who doesnt care. The collection agent that calls you is paid $8 bucks an hour, doesnt care about his job, and may not even working for the company. From the perspective of the call center, people become a statistic to chase rather than a customer to serve.
In the outbound center, The CCR has a either a commission-based scheme, or even worse, a performance expectation that always sets goals just on the inside of impossible. The workers who call you are most probably new representatives, in a center with an average 3 month turnover, and they are quite worried about the fact that this job is worse than telemarketing: Every call they make never gets answered, (their number of answers are hardly as generous as the 3-9% a telemarketer gets) and their new boss is demanding those new payment arrangements.
Some reps make the mistake of letting it ring only 3 or 4 times, and hang up before their contact makes the decision to answer because they are looking for "HOT" leads or they are looking to increase their N and say "Yes I worked hard today!" These newbies are thrown out when their average call time is only 15 to 40 seconds long. However, the high turnover in this position replaces them with more newbies who do the same.
The training in the outbound call center is most probably 8 hours long, with an employee turnover measured in weeks. Working for a contracting company, or as a brand new employee, they don't know the values of the company they represent, nor do they care about customer service. All the representatives know is that they will lose their job if they dont make x arrangements per hour, have too much idle time or get too many hangups. All the mangers know is that they will lose their jobs if they dont get those successful arrangements in from the team.
Why doesn't the collection agent leave a message? This is useless for the representative who is on a performance based, clock-oriented scheme. Leaving a message wont increase his statistics because the consumer does not call in and say "Jason the collector called me Friday and told me I need to contact you." If they do, the inbound call center doesn't track it. In other words, there is no credit in a return phone call. The rep is looking for the person, the voice that answers and makes the arrangement. Leaving a message is a waste of time, bleeds the performance allowance and decreases the likelihood that they will reach someone. The call center rep must get those calls in or lose the job. They need a high N, at least a 15-30% response rate, and a low idle time. A message takes more than 30 seconds of idle time---15 seconds to hear the message and wait for the tone and another 15 seconds to leave the message and disconnect. Even worse, the short call times leaving messages may look like immediate disconnects in response to the collector. These calls that dont result in contact and thus increase the motivation to hang up after 4 or 5 rings before the answering machine picks up. Every time the phone picks up it counts as a consumer disconnect, even if its just an answering machine. Those reps who leave a message or let the machine answer are asked, "Why did you let so many hangup?"
The end result in all of these factors is a jerk who lacks professional standards, doesn't know anything about the company, and only knows to push 'till an arragenemt is reached. Sometimes you are just better off calling them before there is an issue. Since the inbound center is trained to work with the consumer, it is usually easier to work out debt negotations by calling in; provided you aren't transferred to another line. The inbound representatives arent on a performance-oriented find-the-victim scheme, but more likely on a consumer-oriented solve-the-problem approach because they deal with other calls to serve the consumer. You may have the chance to initiate the "I want to solve the problem" advantage by calling in, rather than recieve the "hunt me down by someone who was trained yesterday" from a rep. who doesnt care. The collection agent that calls you is paid $8 bucks an hour, doesnt care about his job, and may not even working for the company. From the perspective of the call center, people become a statistic to chase rather than a customer to serve.
| Mommy00420 2007-11-06 18:08:38 Unknown |
Doesn't even give a business name, just says "Thank You For Calling, this call may be monitored for training and quality control purposes." Then, I was on hold and no one ever answered the phone?!?! Damned bill collectors anyways........
| DB 2007-07-26 19:07:22 Unknown |
KEEP RECEIVING CALLS FROM THIS NUMBER BUT THEY NEVER LEAVE A MESSAGE! WHY DO PEOPLE CALL CELL PHONES AND WASTE MINUTES WITHOUT LEAVING A MESSAGE????
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