Beginning 5/11/08 No more 24/7 CSRs

[hdtvtechno]

Heres some Important Info

From the bottom of the Directv bill:

"Beginning 5/11/08, customer service representatives for general care will be available 8am-10pm local time. For self-service, directv.com is available 24 hours a day."

 

[cforrest]

Anyone know what D*'s definition of "general care" is? Cutting back on CSR hours is never a good thing IMO, especially when my cable company has 24/7 CSR hours!

 

[Buzzdar]

Doesn't do any good to be 24/7 if you dont have enough help to keep up with demand.

 

[stuckingoo]

I'm for it if it keeps costs down.....and our costs down.

 

[darrencp22]

Better get my "moving" call in soon.

 

[David_Levin]

I'm up for it if it means hiring CSR's that live in this country (I'm not a direct sub - do they outsource? - Dish sure does).

 

[darrencp22]

I "love" that automated voice recogniton program they have.

D Voice: "Please speak the issue you would like to discuss".

Me: Paperless Billing

D Voice: "A snowy picture could be the result of your reciver being turned off. Please be sure to make sure the receiver is plugged in"

 

[stuckingoo]

When I call D*, I have a favorite word that I use repeatedly.......

REPRESENTATIVE!

Works, too.

 

[damaged]

I'm up for it if it means hiring CSR's that live in this country.(...)

QFT

 

[dcowboy7]

now who is gonna give me wrong information when i call after 10 ?

 

[satjay]

When I call D*, I have a favorite word that I use repeatedly.......

REPRESENTATIVE!

Works, too.

Or I wonder how CANCEL works LOL!!

 

[jcrandall]

Response from my inquiry to DirecTV:

We will be adjusting our hours of operation on May 11th.

We will be available 24/7 to answer technical questions and our automated self-service options (web and phone systems) are also available 24/7.

Since most customers call with billing, account, and installation questions during the day, (ie general care) we are changing our hours and are readying our staffing levels to match that.

Our new hours of operation for non-technical calls are 8:00am to 10:00pm based on the local time of the customer where they receive service.

Hope that helps clarify the upcoming changes.

So Technical Support will still be open, just not the billing / install type department.


Given it says 10pm local time, theoritically EST customers could reach as late as 1am assuming they don't block out the area code or anything. Even later if they keep it open for Hawaii / Alaska time. Not sure if this is the case, just thinking out loud.

 

[rad]

I would think they'd set up their call routing so the calls from the time zones where they said they'd be closed would be referred to an 'office closed' recording, else the call centers that are still opened would be overloaded.

 

[jokeworm]

I "love" that automated voice recogniton program they have.

You want to try these things with an English accent ..
I normally just press zero until i get a rep ....

 

[john262]

I'm for it if it keeps costs down.....and our costs down.

Will it keep costs down or will it just serve to line their top exec's pockets?

 

[whitewolf8214]

Will it keep costs down or will it just serve to line their top exec's pockets?

It will just serve to line the top exec's pockets as all companies when it should go back into the company to make it better.

 

[scottie_h]

Or I wonder how CANCEL works LOL!!

That's the only thing I've ever said when calling D*.