Agents on the phone continue to lack knowledge of the issues I am experiencing

Forum|Forum|4 years ago
April 18, 2022
3 replies
28 views

Why do agents on the phone continue to lack knowledge of the issues I am experiencing

QuickBooks Online

JessT

Moderator

Hi gabriela-merchan,

I'll take note of your experience and share it with phone team, so there supervisors can train the agents more. Could you share more details about the issues you're having right now? We will help you.

gabriela-merchanAuthor

Please note the major concerns we are experiencing with your daytime agents: Agents are unable to resolve issues that appear on QB. It seem sthe lack the experience/knowledge in the issues that are a problem at the time of the call. Agents end the call abruptly, even after I communicate if they are unexperienced on the current matter to please advise before putting me on hold. However, agents continue to disconnect the call without warning. Another issue I am very unhappy with is the hold time of 56minutes for the agent to return to the call and explain they are unable to assist. This is unacceptable.

Gabriela Merchant

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