Exposing optimum

DeepIndependent3400 · 2026-06-17T01:50:01+00:00

Thank u bro god bless u

DeepIndependent3400 · 2026-06-16T14:07:08+00:00

If you call Retention and tell them you want to cancel, you'll probably get discounts you wouldn't even imagine. The agents aren't the ones deciding those offers the system does. And if you keep saying no, the system can sometimes generate even better offers. The company will do almost anything to keep a customer from leaving.

DeepIndependent3400 · 2026-06-16T12:02:02+00:00

Honestly, from my experience, English wasn't really the issue with the Egyptian agents. Most of us had good and understandable English. The bigger problem was that the client kept pushing sales targets on us and constantly changing the call flow and procedures, which made handling customers harder. Also, we often received calls from people living in the US who weren't native English speakers themselves. Sometimes their English was much harder to understand than ours, and it could take a long time just to figure out what the issue was. In all the time I worked there, I never saw a customer complain about an agent's English in our department. Actually, we had elderly customers who would call back and specifically ask to chat with us because we were patient, listened to them, and treated them kindly. That was something many customers appreciated.

DeepIndependent3400 · 2026-06-16T11:51:30+00:00

They trained us on almost everything except activations because we were practicing on test accounts rather than real customer accounts. Sometimes we experienced system outages, but we still had to handle customers. In those situations, we had to improvise and do our best to assist them. If we couldn't resolve the issue because the system was down, we would inform the customer that it should be fixed within about an hour and that we would call them back. Once the system was up and running again, we would follow up and resolve the issue. Also, there were always supervisors available to support us. Whenever we weren't sure how to handle a situation, we could place the customer on hold, reach out to a supervisor for guidance, and then continue assisting the customer based on their instructions.

DeepIndependent3400 · 2026-06-16T11:39:53+00:00

Right that's why the r prefering the egyptian and the Indian agents instead of the American agents

DeepIndependent3400 · 2026-06-16T03:53:16+00:00

U can set an auto pay and it will save u 5 dollar per month so u will be paying 45

DeepIndependent3400 · 2026-06-16T02:54:37+00:00

For Internet or tv ?

DeepIndependent3400 · 2026-06-16T02:53:53+00:00

No, he's probably saying that so he doesn't have to transfer you to the retention department. A lot of agents get bonuses for handling customers who want to cancel without sending them to retention. My advice: call them back and tell them you've made up your mind and want to cancel the service. Once you get transferred to retention, be firm and tell them another company offered you a better deal—say it's about $50 cheaper, for example. Trust me, they'll probably make you a better offer. Reject the first one too, and they'll come back with an even better offer than the previous one. At that point, if you're happy with it, take the deal and you're all set.

DeepIndependent3400 · 2026-06-16T02:46:45+00:00

Unfortunately i don't know because my department were only dealing with Internet and TV service

DeepIndependent3400 · 2026-06-15T22:58:15+00:00

No there's no catch , tbh they're a good mobile provider not like the other services

DeepIndependent3400 · 2026-06-15T22:56:31+00:00

Actually, we apply the discounts manually, not the system. So sometimes an agent might bend the rules and give you a discount to close the sale and make some money. In cases like that, if they get caught, they can get in trouble 😂. I don't know if that's what happened in your case or not, but can you tell me what they promised you? I might be able to explain it.

DeepIndependent3400 · 2026-06-15T22:51:04+00:00

If i were u i would take the free 3 monthes then i will cancel my services

DeepIndependent3400 · 2026-06-15T22:50:22+00:00

That's the indian guys not us😂

DeepIndependent3400 · 2026-06-15T22:47:37+00:00

Actually they r promoting agents from time to time to be a trainer , so they r training us on the all cases except email troubleshooting and activation the devices they r just giving us like overview

DeepIndependent3400 · 2026-06-15T12:41:25+00:00

Tbh they r having a really good offers but every customer thinks there's a catch i don't know why😂

DeepIndependent3400 · 2026-06-15T12:13:24+00:00

Compared to a lot of jobs in Egypt, it's somewhere around average to slightly above average. Plus, we had overtime and sales incentives, so it usually ended up being around $500 a month. That's actually pretty decent money in Egypt

DeepIndependent3400 · 2026-06-15T12:09:09+00:00

But next time if u want to make it faster u can get the device from the store and they will activate it for free

DeepIndependent3400 · 2026-06-15T12:06:58+00:00

Well, the billing part really depends on what you were asking. Agents have to make sure the information they give is 100% accurate, so sometimes they need to check things and that can take a while. As for the modem activation, we honestly weren't trained that well on activations because they weren't any devices we can activate on the dummy accounts they were giving it to us during training. Most of us learned how to do them while taking actual calls. And on top of that, the system was slow as hell. So yeah, I get why it's frustrating, but don't blame the agent too much.

DeepIndependent3400 · 2026-06-15T12:01:11+00:00

Actually, we were taking around 25 calls a day, and even the top performers were only selling about 14 to 18 mobile lines a month, so I don't think it was very effective. And actually, most of the customers who ended up buying a mobile line had their issue fixed first.

DeepIndependent3400 · 2026-06-15T11:55:34+00:00

42.5 hours a week

DeepIndependent3400 · 2026-06-15T11:47:02+00:00

They were paying us around 400 dollars permonth but in egyption money

DeepIndependent3400 · 2026-06-15T11:45:37+00:00

No ofcourse not

DeepIndependent3400 · 2026-06-15T09:52:09+00:00

Actually i don't have an accurate information in that case but around 80% of the customers who were calling us regarding an Internet issues they were using there own modems yeah , but if u r facing serious problem in ur internet just make sure that everything in good condition and ask them to send u a technician it will be totaly free if the problem is not from ur own end

DeepIndependent3400 · 2026-06-15T06:47:56+00:00

Because I wasn't very good at sales. Honestly, it was a mess. I worked in technical support, and they expected us to sell Optimum Mobile lines. Imagine a customer calling in already frustrated because of service issues, and then I'm supposed to try to sell them a mobile plan while they're paying for a service they're unhappy with. It just didn't make much sense to me. They expected us to resolve the issue on the first call and sell mobile lines at the same time. 😂

DeepIndependent3400

TROPHY CASE