Comments on: Rogers and the One Time Fee http://www.p2pnet.net/story/17841 p2pnet.net - reader powered Wed, 01 Feb 2012 15:11:09 -0300 http://wordpress.org/?v=2.8.4 hourly 1 By: Adam http://www.p2pnet.net/story/17841/comment-page-1#comment-908049 Adam Wed, 10 Dec 2008 15:41:03 +0000 http://www.p2pnet.net/story/17841#comment-908049 <p>@Sempronius - When they tell you that you have to wait 24-48 hours to get a callback.... its for one reason. Because you arent talking to who you should be talking to.</p> <p>You are speaking to a third-party (as in, not run by rogers, but hired by rogers to alleviate the callflow from first-party reps) representitive from ICT Group (www.ictgroup.com). These representitives may also not have direct access to a supervisor, because they work from home (hba.ictgroup.com).</p> <p>My suggestion is to ask if you are speaking to a first-party or third party rep. The third-party reps will usually refuse to answer, because they feal you wont like what they offer. If they refuse to say, or say third party, ask to be transfered to a first-party agent.</p> <p>Difference between the two.... They call it "Empowerment".</p> <p>A third-party rep has up to $200 empowerment per call, unless otherwise authorized by a manager, which can usually take some time, so they usually dont want to help you, as it lowers there stats.</p> <p>First party reps have an unlimited empowerment, but anything above $500 will be reviewed by the finance department. So they have ALOT more room to help you.</p> <p>So, as i said. Ask for first-party only.</p> @Sempronius – When they tell you that you have to wait 24-48 hours to get a callback…. its for one reason. Because you arent talking to who you should be talking to.

You are speaking to a third-party (as in, not run by rogers, but hired by rogers to alleviate the callflow from first-party reps) representitive from ICT Group (www.ictgroup.com). These representitives may also not have direct access to a supervisor, because they work from home (hba.ictgroup.com).

My suggestion is to ask if you are speaking to a first-party or third party rep. The third-party reps will usually refuse to answer, because they feal you wont like what they offer. If they refuse to say, or say third party, ask to be transfered to a first-party agent.

Difference between the two…. They call it “Empowerment”.

A third-party rep has up to $200 empowerment per call, unless otherwise authorized by a manager, which can usually take some time, so they usually dont want to help you, as it lowers there stats.

First party reps have an unlimited empowerment, but anything above $500 will be reviewed by the finance department. So they have ALOT more room to help you.

So, as i said. Ask for first-party only.

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