Tech support won't be trained on Port forwarding and other things like this, hell, I'm not even sure the Livebox would support this, 3rd party routers may do though..
Usually you shouldn't need to forward ports, and with a Wanadoo connection, I'd not advise if for gaming...
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Ex-Wanadoo Employee as of beginning of 2006
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My Disclamer:
Information given as Goodwill, and is not binding in ANY form.
well i have allready been there and i already know how to open ports in livebox.. it's not that i need it anymore .. anyway
i say let them come if they want.. but or give support or don't !!
Joined: 07 May 2006Posts: 5Location: CANNOT DISCLOSE
Dear Wanadoo Members u have to understand that everything in this world has it's set of rules and regulations and has boundaries in which we have to keep ourselves.Technical Support or Customer Support cannot go beyond there limitations after all we guys have a job to look after,agreed Wanadoo has messed up big time with the LLU and we employees are suffering because of that.Regarding scripts no we dont have any scripts but we do have a Knowledge Base(KB) which has to be strictly followed,it has the troubleshooting steps which need to be performed on every call,there are a few sentence's which we have been given to use on a call but some wanadoo employees stick to that and some change it so it doesnt sound robotic.Wanadoo Employees are willing to go out of their way to help you guys but please remember the calls are recorded.60% of Tech Support Agents have a Technical Background.Tech Support Agent's are extensively trained but you have to understand that "We can take a horse to the water but cannot make it drink that water".
Elhana wrote:
Opening ports is almost always for unsupported software, basically anything other than Outlook Express and Internet Explorer.
Staff are not trained on it or advised on it, many won't know anything about it unless it's their own knowledge or they've looked through all the advanced livebox stuff. Either way the majority won't or can't help and anyway there's always sites like...
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
Why do the steps in the KB have to be followed each time? If the customer has already called and followed those steps then it is annoying and expensive to be asked to repeat things that you know (and which should be noted on Wanadoo's system) did not work. Any diagnosis KB should take into account the previous explorations and their results. That's been true of all the electronic hardware and the medical diagnosis systems that I've used. The slightly cleverer ones even learn on-the-fly from the correct solutions to other problems. Imagine the terminal outcome if a medical diagnosis system kept insisting that a patient underwent exactly the same test again and again.
wrt 60% of the Tech Support Agents having a Technical Background. I'm sorry but I find that difficult to believe, unless I and many others kept on getting the 40%. What exactly do you think counts as a "Technical Background"?
Technical background helps but when the person doesn't know ADSL broadband systems, setup and procedures then they are in the same boat as those who don't, just they usually can handle PC issues a bit better.
Wanadoo agents would not allowed to post comments on this site on an official capacity.
However I know several (including myself) who would be happy to offer advice on an unofficial capacity.
Agents reading from a script are fairly new to the job, generally after about two months you tend to be able to offer advice from your own knowledge to get the customer connected as soon as possible.
I know it is bad when you get an agent who doesnt care, it pisses me off no end as I have to pick up the pieces afterwards but I believe that most agents I know personally do care.
The biggest joke of all is the Orange tech team leaders whp pretend not to be technically trained so they don't have to answer the phones upon request. How can an Orangeteam leader working in the technical department not be technically trained?
Looks like the company does not want to answer any tech. questions, since they DO NOT have any ANSWERS!!!
Albz wrote:
The biggest joke of all is the Orange tech team leaders whp pretend not to be technically trained so they don't have to answer the phones upon request. How can an Orangeteam leader working in the technical department not be technically trained?
Yeah the team leaders are there to manage the teams, not take calls. Many do have tech knowledge but equally many don't, as they're not on the frontline it often means they are a bit rusty and not upto speed on the latest systems and procedures. On several occasions I've seen the agents who first took the call prompting their team leader on what to say and how to fix whatever the issue is.
Joined: 17 Sep 2006Posts: 8Location: Mumbai, India
[quote="Elhana"]Yeah the team leaders are there to manage the teams, not take calls. Many do have tech knowledge but equally many don't, as they're not on the frontline it often means they are a bit rusty and not upto speed on the latest systems and procedures. On several occasions I've seen the agents who first took the call prompting their team leader on what to say and how to fix whatever the issue is.[/quote]
There is a point there. Some Team Leaders do not have much technical capabilities because they come from various backgrounds, many of them financial.. There are TL's who are very good at managing their team but not very good at tech. A word of advice to most customers. You can tell a person who knows his job within the first 5 minutes of the call. If you feel the agent is not confident of what he is doing, hang up and try calling later. I understand that the wait is very long, but it may be worth it! Another thing to keep in mind is that this is a very high attrition industry, so you are bound to come across new joinees fresh out of training. Also, Wireless & Talk technical support is quite difficult compared to other wired support or dial-up support and requires quite a bit of experience
There is a point there. Some Team Leaders do not have much technical capabilities because they come from various backgrounds, many of them financial.. LIKEWISE THE SO CALLED TECH AGENTS !!!There are TL's who are very good at managing their team but not very good at tech. A word of advice to most customers. You can tell a person who knows his job within the first 5 minutes of the call. If you feel the agent is not confident of what he is doing, hang up and try calling later. I understand that the wait is very long, but it may be worth it!Great but who has to pay for the multiple phone calls, having to listen to mindnumbing music , to get yet another incompetent agent?Another thing to keep in mind is that this is a very high attrition industry, so you are bound to come across new joinees fresh out of training. Also, Wireless & Talk technical support is quite difficultNO Orange SHOULD EMPLOY STAFF CAPABLE, COMPETENT AND KNOWLEGABLE FOR THE TASK IN HANDcompared to other wired support or dial-up support and requires quite a bit of experience[/quote]
If i worked for Orange i would be scared of posting on this site i wouldnt know what would happen if i was found out. i really wouldnt want to lose my job. But to all those people who just seem to have a hatred of Orange just think for a second ok. If your posting on this site and slagging off Orange employees the only Orange employees who will see the post are people who care. people who give a damn about Orange and their customers and the reputation of the company. Do you really want to turn these good people in to representatives who dont care about you the customer or what you need or how they can help you further than their remit allows.?? This is people like bramley. I sure he worked for wanadoo once. And others i have noticed. Its obvious but why drive them away. Why not et them help you.?
_________________ ppp_serverdown god damn it i hate it!!!
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