Working for SHAW Cable

[dasuperstar]

Originally Posted by sam0m0

lol my trainer at shaw would always say shaw would NEVER outsource, I always knew it would be a matter of time.

lol the outsource call centre is only for outbound calls - meaning just for sales.

The rest are still and will be local 4ever eg: TSR CSR Loyalty and etc...

[trip]

Originally Posted by Mr.HappySilp

^^ The worse part about being outsource is that when there is a local issue (power outages, Server down etc etc...) Those clowns at Inda have no idea till the next day so they can't really help you.

I went to part time school with a guy from SHAW and he said never bother with the call back feature since almost no one every checks message since they are already slam with calls.

thats not even how the system works. it takes your call and places in priority at your current place in line and calls you back automatically when its your place in line.

the line on the agents end rings like a regular inbound call. no way to tell if it was a callback or a regular inbound call.

if the callback goes off and the customer doesnt answer their phone, then they get placed at bottom

[terkan]

Originally Posted by Plush

lol the outsource call centre is only for outbound calls - meaning just for sales.

The rest are still and will be local 4ever eg: TSR CSR Loyalty and etc...

whatever happened to their 3min asa?? is it like 3hrs asa now?? i honestly don't understand why all of a sudden the wait time from last yr the worse is about 2hrs jumped to 5+hrs.. is shaw having that much issue? i honestly don't believe their increase wait time is due to increase subscribers.. and if it's really due to say increased amount of subscribers.. shouldn't they hire more ppl before they all get fed up and jump ship elsewhere?? I think shaw's main priority should be to fix their shit with shitty installers doing half ass jobs with installation and maybe then we won't have as much problems with the long ass wait time when all installation done chances are someone will call back complaining it doesn't work properly etc etc etc

[xtacy777]

the increase in wait time is due to the digital network upgrades. The moment customer's bills have a slight change, there is a tidal wave of people inquiring about their bills and what not. In addition, many customer's in different regions are receiving notices to their mail saying they need to switch from analogue to digital. Many of the calls are people inquiring about it when they can simply just look at the site, do some research and save everyone the wait but we all know that things are never that easy.

[dasuperstar]

Originally Posted by xtacy777

the increase in wait time is due to the digital network upgrades. The moment customer's bills have a slight change, there is a tidal wave of people inquiring about their bills and what not. In addition, many customer's in different regions are receiving notices to their mail saying they need to switch from analogue to digital. Many of the calls are people inquiring about it when they can simply just look at the site, do some research and save everyone the wait but we all know that things are never that easy.

+1

Also alot of customers received their first boxes. They do call for activation, set-up, and other problems that a first time user could encounter. Shaw is
doing a mass hiring right now, ads are everywhere to address this issue.

[terkan]

Originally Posted by xtacy777

the increase in wait time is due to the digital network upgrades. The moment customer's bills have a slight change, there is a tidal wave of people inquiring about their bills and what not. In addition, many customer's in different regions are receiving notices to their mail saying they need to switch from analogue to digital. Many of the calls are people inquiring about it when they can simply just look at the site, do some research and save everyone the wait but we all know that things are never that easy.

the increase in the tech support line have nothing to with billing unless the customers are stupid enough to call the tech support line with billing questions. Vancouver call center take cares of VANCOUVER only unless they are doing their stupid call pooling thing from all across BC which they shouldn't if there's an avg 3-5hrs wait on the phone already. I honestly doubt this has anything to with the surge from customer's bills and the transition from analog to digital.

Every single year around summer time til early november the wait time to get a hold of someone spikes up. It's more to do with the shitty installation job the tech does for someone while accidently f*king up others then it does with bills and analog/digital conversion. coz summer time is the best time to move and that's when most the new installation will happen hence all the problems, until they fix their stupid installer tech's "Paid by job". Majority of them will just rush thru the install leaving wires hanging everywhere don't make it look nice blah blah so they can rush to the next job.

When you do finally get a hold of one of them with a problem.. they'll tell you the same thing over and over again unplug, reseat, power cycle blah blah blah even though you told them you already did it, and then they'll tell you i'm sorry there's nothing we can do until a service tech comes out to check it out for u.. and i'm sorry the earliest is 3 weeks away. Ask a tech support for credits? they'll transfer you back to billings because every penny they give out will be tracked.

[oldsnail]

i got a job offer at shaw? not sure if i should really take it for TSR..

even though the start pay is 17.06 + 3 weeks vac and 56hrs of sick days.. how far can this wage grow? i know it has better benefits than my currently company, not sure if i should take the initial pay cut.

[MikeyStyle]

Originally Posted by terkan

the increase in the tech support line have nothing to with billing unless the customers are stupid enough to call the tech support line with billing questions

trust me, they're all stupid. they will punch any damn number on the phone just to be able to talk to someone even though it's not even the right department

Originally Posted by terkan

Vancouver call center take cares of VANCOUVER only unless they are doing their stupid call pooling thing from all across BC which they shouldn't if there's an avg 3-5hrs wait on the phone already

that's no longer the case. each and every call centre will take calls nationally across canada. from my understanding, if they didn't take calls nationally, it wouldn't be bad for people who are calling from the vancouver system

Originally Posted by terkan

I honestly doubt this has anything to with the surge from customer's bills and the transition from analog to digital.

Every single year around summer time til early november the wait time to get a hold of someone spikes up. It's more to do with the shitty installation job the tech does for someone while accidently f*king up others then it does with bills and analog/digital conversion. coz summer time is the best time to move and that's when most the new installation will happen hence all the problems, until they fix their stupid installer tech's "Paid by job". Majority of them will just rush thru the install leaving wires hanging everywhere don't make it look nice blah blah so they can rush to the next job

it's a mix of everything really. from everyone wanting to jump onto the higher internet speeds, analog to digital conversion, updated shaw secure program, new packaging, etc.

Originally Posted by terkan

When you do finally get a hold of one of them with a problem.. they'll tell you the same thing over and over again unplug, reseat, power cycle blah blah blah even though you told them you already did it, and then they'll tell you i'm sorry there's nothing we can do until a service tech comes out to check it out for u.. and i'm sorry the earliest is 3 weeks away. Ask a tech support for credits? they'll transfer you back to billings because every penny they give out will be tracked.

majority of the calls that come through are easy fixes that customers never try. they would rather just be told to try it and then when they do it, it's fixed

as for the service call dates, it depends on the area. i know right now that alberta is really backed up and it can be up to a three week wait. where some other areas can be just the next day. it just all depends

Originally Posted by terkan

Ask a tech support for credits? they'll transfer you back to billings because every penny they give out will be tracked.

it can vary on the nature of the credit. a lot of people ask for a credit when it's not even shaw's problem. if it's a valid reason, technical support is definitely able to do it themselves

Originally Posted by oldsnail

i got a job offer at shaw? not sure if i should really take it for TSR..

even though the start pay is 17.06 + 3 weeks vac and 56hrs of sick days.. how far can this wage grow? i know it has better benefits than my currently company, not sure if i should take the initial pay cut.

you'll generally get a raise once a year and two bonus pay cheques depending on your performance throughout the year itself

from what i've heard.. there's a pay cap at $42,000 for tsr role

[nns]

Originally Posted by terkan

It's more to do with the shitty installation job the tech does for someone while accidently f*king up others then it does with bills and analog/digital conversion. coz summer time is the best time to move and that's when most the new installation will happen hence all the problems, until they fix their stupid installer tech's "Paid by job". Majority of them will just rush thru the install leaving wires hanging everywhere don't make it look nice blah blah so they can rush to the next job.

Where are you getting this information from? You seem to have a personal vendetta against the technicians.

I have personally seen well over a 100 Shaw installations (phone, internet, TV), and very rarely have I seen a sloppy install.

Unless you've seen a lot of sloppy installs yourself, with your own eyes, I think it's a bit extreme to be blaming the entire team.

This is just a thought, but maybe they're rushing to installs during this period because so many people are moving and activating/reactivating their services, that there aren't enough techs to help everyone in a timely manner?

[sam0m0]

Originally Posted by oldsnail

i got a job offer at shaw? not sure if i should really take it for TSR..

even though the start pay is 17.06 + 3 weeks vac and 56hrs of sick days.. how far can this wage grow? i know it has better benefits than my currently company, not sure if i should take the initial pay cut.

Since your new, you will probably get the late shifts, after 6pm you actually get paid a bit more.. i think +12%? or something like that I just remember I was getting 19.xx. You also get all the channels including porn channels and half off ppv for cheap.

[Mr.HappySilp]

I wouldn't mind applying but if it is late shift or graveyard shifts. I rather stay where I am at.

[Meowjin]

shaw can suck my dick. And I don't even have service. I was in the shower and missed my appoitment to get an install. Took me 6 hours of phone calls to get another appoitment a week and a half later!

Come on shaw, get your shit together.

[SmokeyTheBandit]

so you missed your appointment because you decided to shower.. maybe you should shower earlier like 7 am?

and this is shaws fault how?

[oldsnail]

Originally Posted by sam0m0

Since your new, you will probably get the late shifts, after 6pm you actually get paid a bit more.. i think +12%? or something like that I just remember I was getting 19.xx. You also get all the channels including porn channels and half off ppv for cheap.

yeh.. they told me that.. they said there is commission as well.. how good is it?

how long did it take you to get 19.xx?

[MikeyStyle]

depends on how much you can sell. i've heard some tsrs can gain an extra $500 on their pay cheque on commissions alone

it'll take you about three years give or take to make +$19

[sam0m0]

oh i meant I got 19.xx cuz I was working late shifts, 3-11:30 cuz of the extra 12% after 6pm. So you'll get that once you start a late shift.

commissions aren't too much for TSR's, I THINK the top TSR made 2000 a month on commission? its mainly CSR's that make alot of commission, I know some that make 4000+ month.

[oldsnail]

thanks, i think i might decline this job..
i already grabbed an xbox 360 with telus, stuff for 2 years so i cant take advantage of the cheap porn..

and it is too much of a cut from where i am to survive in BC.. i just thought it maybe good for i heard it i s a good company.

[terkan]

Originally Posted by nns

Where are you getting this information from? You seem to have a personal vendetta against the technicians.

I have personally seen well over a 100 Shaw installations (phone, internet, TV), and very rarely have I seen a sloppy install.

Unless you've seen a lot of sloppy installs yourself, with your own eyes, I think it's a bit extreme to be blaming the entire team.

This is just a thought, but maybe they're rushing to installs during this period because so many people are moving and activating/reactivating their services, that there aren't enough techs to help everyone in a timely manner?

nah i have nothing against the technicians ~ i appreciate the service call techs because they are usually there to cleanup after the installers. the UBE installer will find the quickest way to install and get out of there. Sometimes say they are setting up a stb they'll just hook it up, and if it's not working right away ie the older 3416 or whatever the model was boxes it'll have to DL the first time it's plugged in and they'll tell you to call shaw afterward to get the box zapped lol.. 3-6hrs wait to get the box zapped on the phone.. my friend was just complaining to me about that a while ago.

[zubairali]

had my interview this morning for Account Executive position, my second interview is next week.. i am wondering anyone else has or had this position before and if they liked or hated anything about the position.

[Meowjin]

Originally Posted by SmokeyTheBandit

so you missed your appointment because you decided to shower.. maybe you should shower earlier like 7 am?

and this is shaws fault how?

No phone call prior to coming!

Every other install I do. "hi im so and so from dickbutt company and im confirming your appoitment for so and so day between so and so time"

[dasuperstar]

Originally Posted by sam0m0

oh i meant I got 19.xx cuz I was working late shifts, 3-11:30 cuz of the extra 12% after 6pm. So you'll get that once you start a late shift.

commissions aren't too much for TSR's, I THINK the top TSR made 2000 a month on commission? its mainly CSR's that make alot of commission, I know some that make 4000+ month.

This made me LOL

Got tones of friends working with Shaw (TSR & CSR) and they all lol at this statement no one could make that high for commission. TSR max 1k and CSR 2-3k is possible.

As what I've heard if you do good you could be full time in 6 months and will involve in different projects. My friend is a graphic artist and he did some biz card and poster for multicultural department, do pricing and competitive analysis and build bundles and provide support for ISR. Its a dynamic company and as per them its fun place to work.

My friend also told me that if your a FT TSR and you work your ass out (OT) its possible that you could get paid 3k in 15 days including your commission.

[SmokeyTheBandit]

Originally Posted by MajinHurricane

No phone call prior to coming!

Every other install I do. "hi im so and so from dickbutt company and im confirming your appoitment for so and so day between so and so time"

if you book an appointment for the day or a certain time or an all day call... why do you need confirmation on the day of? you should be responsible to know your own appointment.

you make an appointment, its your job to be available.

[trip]

any install calling you is a courtesy and not an obligation.

my buddy made 4500 before tax in comission in august.

[LTB]

i wanna be a shaw cable installer.....doing telus installs right now.. shaw seems alot sweeeeeeeter and easier.
anyone got info on when they hire techs?

[Greenstoner]

What are the question they ask u in fce to face interview if u applied TSR
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