Unregistered
02-10-2004, 05:36 PM
Do you have online banking with BofA? Why not? It's free, it's easy, but for some reason, you still call us.
We are the slaves of the online banking department at BofA. On paper, it's "Customer Service and Support II", but in reality it's whip-cracking, in-your-face technical support with no one to depend on but yourself and your ability to transfer people away with a quickness.
What you didn't know about us:
We have to get your name, account number, situation/problem, figure out the solution, deliver the solution, come up with something to say to "make a connection with the customer", thank the customer for choosing the bank and log a case of the call...
All in 230 seconds.
That's right. We have 230 seconds to do all that or we will be verbally warned, written up, then subsequently fired. Well before we're actually fired, we'll go through many "coachings" where we get to listen to our calls and figure out what we did wrong and how we can improve on our handle time...ie get you off the phone faster.
Here's something else you didn't know:
Have you ever been picked for the "Random Survey"? If you've ever taken that survey, you would know that the first question is: "Considering all the business you do with BofA, what is your overall satisfaction with BofA?" You can score us 1-10.
10 or 9 = "delight with bank"
8 - 1 = "0"
Even though question 8 is "satisfaction with call/representative" (and we almost always get 9's or 10's), QUESTION #1 IS THE ONLY ONE THAT REALLY COUNTS. So, if you hate the fact that lines in the branch are too long, and because of that you give THE BANK a "4", whichever poor bastard that took your survey and gave you EXCELLENT SERVICE still gets an overall score of "0". I and many others have been written up and put on "action-plans" because we didn't meet our goals of "delight with bank" (our target is somewhere around 65%) even though our delight with call/associate are always in the high 90%!!
Moving on. Please (please!) don't call us if:
You need your balance.
You are too old to know how to operate your computer.
You just want to chat.
You use AOL.
You are too stupid to know how to operate your computer.(do you know what minimize means? or where to find your address bar?)
You run Windows 95 OR LOWER.
You run OSX OR LOWER.
You have a moral dilemma about using software that's not open source.
You want to argue with me.
You want a fee reversed.(don't ask us about your accounts, that's what GENERAL CUSTOMER SERVICE handles)
**Remember, you can always ask to speak to one of our supervisors. We are not allowed to offer them to you**
Don't ask to speak to our MANAGERS though. They are, for the most part, complete morons who don't answer phones (they track statistics) and will not be able to help you. The only thing they are any good at is spewing mindless drivel from upper management even though WE on the front lines know more than anyone else what is going on with our systems.
One last thing:
50% of our calls are misrouted to begin with. Why? When you listen to the automated voice tell you which button to press for which department, don't always assume that * or 0 will magically get you to whom you want to speak to. Although we have "backdoor" phone numbers to almost all (75%) of all the other departments within the bank, if you give me attitude over YOUR mistake, I'm not going to get you to the 1 minute line, you my friend are going to the 45 minute line.
Well, I hope you enjoyed my poorly written rant. If you think this job is for you, I hear that Jacksonville, FL and Concord, CA are hiring again and with the massive turnover rate...it really is a simple mathmatical equation:
high stress + dumbass customers + dumbass managers = "REORGANIZATION" or "YOUR ASS IS FIRED"
We are the slaves of the online banking department at BofA. On paper, it's "Customer Service and Support II", but in reality it's whip-cracking, in-your-face technical support with no one to depend on but yourself and your ability to transfer people away with a quickness.
What you didn't know about us:
We have to get your name, account number, situation/problem, figure out the solution, deliver the solution, come up with something to say to "make a connection with the customer", thank the customer for choosing the bank and log a case of the call...
All in 230 seconds.
That's right. We have 230 seconds to do all that or we will be verbally warned, written up, then subsequently fired. Well before we're actually fired, we'll go through many "coachings" where we get to listen to our calls and figure out what we did wrong and how we can improve on our handle time...ie get you off the phone faster.
Here's something else you didn't know:
Have you ever been picked for the "Random Survey"? If you've ever taken that survey, you would know that the first question is: "Considering all the business you do with BofA, what is your overall satisfaction with BofA?" You can score us 1-10.
10 or 9 = "delight with bank"
8 - 1 = "0"
Even though question 8 is "satisfaction with call/representative" (and we almost always get 9's or 10's), QUESTION #1 IS THE ONLY ONE THAT REALLY COUNTS. So, if you hate the fact that lines in the branch are too long, and because of that you give THE BANK a "4", whichever poor bastard that took your survey and gave you EXCELLENT SERVICE still gets an overall score of "0". I and many others have been written up and put on "action-plans" because we didn't meet our goals of "delight with bank" (our target is somewhere around 65%) even though our delight with call/associate are always in the high 90%!!
Moving on. Please (please!) don't call us if:
You need your balance.
You are too old to know how to operate your computer.
You just want to chat.
You use AOL.
You are too stupid to know how to operate your computer.(do you know what minimize means? or where to find your address bar?)
You run Windows 95 OR LOWER.
You run OSX OR LOWER.
You have a moral dilemma about using software that's not open source.
You want to argue with me.
You want a fee reversed.(don't ask us about your accounts, that's what GENERAL CUSTOMER SERVICE handles)
**Remember, you can always ask to speak to one of our supervisors. We are not allowed to offer them to you**
Don't ask to speak to our MANAGERS though. They are, for the most part, complete morons who don't answer phones (they track statistics) and will not be able to help you. The only thing they are any good at is spewing mindless drivel from upper management even though WE on the front lines know more than anyone else what is going on with our systems.
One last thing:
50% of our calls are misrouted to begin with. Why? When you listen to the automated voice tell you which button to press for which department, don't always assume that * or 0 will magically get you to whom you want to speak to. Although we have "backdoor" phone numbers to almost all (75%) of all the other departments within the bank, if you give me attitude over YOUR mistake, I'm not going to get you to the 1 minute line, you my friend are going to the 45 minute line.
Well, I hope you enjoyed my poorly written rant. If you think this job is for you, I hear that Jacksonville, FL and Concord, CA are hiring again and with the massive turnover rate...it really is a simple mathmatical equation:
high stress + dumbass customers + dumbass managers = "REORGANIZATION" or "YOUR ASS IS FIRED"