Maybe I missed it, but when he called back in to complain about the bill did the agents agree with him, or suddenly change their minds? Please also note that disagreeing with the main company at any point has a good chance of getting the agent fired.
The agents, we have his word for but never heard - of course, in his file, acnowledged by the people we *do* hear, is the notation that they promised him 0.002 CENTS per kb.
The manager and then the manager's manager, however, both repeat the CENTS number over and over again, while telling him that 0.002 CENTS per kb times 35,000 kb gives 71.86 DOLLARS
So the billing system uses dollars. The agents, over and over and over again, say CENTS, and apparently don't see a difference between the two.
Ah, ok. That sounds to me like they have an official document from the client (I doubt these guys are in-house) that (incorrectly) states the rate is 0.002 Cents per KB, and then the billing system still calculates the numbers properly, no matter what the poor agents have been told.
Yes, this is a huge fuckup on Verizon's part. I just don't think the 1st level agents should necessarily be blamed.
Perhaps not the first level, but then the second level, and the floor manager, all of whom claim to be using a calculator and not the billing software.
I work in a call center. If the fourth level person had a very basic error like this escalated all the way to their level, there'd be all sorts of hell for levels one through three to pay.
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(no subject)
Date: 2006-12-11 02:48 am (UTC)(no subject)
Date: 2006-12-11 03:05 am (UTC)(no subject)
Date: 2006-12-11 03:13 am (UTC)(no subject)
Date: 2006-12-11 03:32 am (UTC)(no subject)
Date: 2006-12-11 03:41 am (UTC)(no subject)
Date: 2006-12-11 03:48 am (UTC)The manager and then the manager's manager, however, both repeat the CENTS number over and over again, while telling him that 0.002 CENTS per kb times 35,000 kb gives 71.86 DOLLARS
So the billing system uses dollars. The agents, over and over and over again, say CENTS, and apparently don't see a difference between the two.
(no subject)
Date: 2006-12-11 03:54 am (UTC)Yes, this is a huge fuckup on Verizon's part. I just don't think the 1st level agents should necessarily be blamed.
(no subject)
Date: 2006-12-11 04:35 am (UTC)I work in a call center. If the fourth level person had a very basic error like this escalated all the way to their level, there'd be all sorts of hell for levels one through three to pay.
(no subject)
Date: 2006-12-11 04:38 am (UTC)