Words That Turn On EROs


Escalate Definition

After reaching a toll-free service number, odds are you will hear about menu changes, how much you matter as a customer, and how much better things would go if you hang up and use the corporation’s website. Don’t believe any of it. Wait for connection to an ERO (Early Responder Operator). Then use special words that may stimulate the responses you want.

An ERO’s job is to keep service costs low by disposing of you in the least costly way. Possibilities:  Redirect your call to an automated answer maze or an outsource site with a busy signal or sell you something to fix your problem.  If none of those work, terminal hold or quick disconnect are possibilities. If you can get an operator, start by insistence on speaking with a higher level person.

Corporations sensitize EROs to perk up if a caller uses key words. Words vary, but try  these first:

-Escalate my call. Works well with AT&T and AT&T Wireless. Also try executive level with AT&T. *

-Transfer me to higher management. Try using management or senior management with transfer to up the odds of reaching a manager. At Comcast, if you omit management,  your call may go nowhere.

-Connect me with the corporate office in America. It’s vital if your call has landed in a cloud over Bangalore, India where high-tech combines low-regard for telling consumers the truth. It is one of many outsource dumping grounds used for “due to high-volume” situations when a corporation has sold too many products or services not working as promised with too many customers.

Example: In 2010 Covad Communications, then a sub-contractor for AT&T DSL, directly took over the DSL service.  Covad publicly promised an easy 20 minute changeover. Wrong. No DSL , no service and waits of 60 minutes just to get to an ERO. Covad’s outsource center in Bangalore was as ready for the consumer customer changeover as Custer was for a surprise attack. Its specialty was apology, not  service. Only by insisting that Bangalore connect to the USA was there a chance: Bangalore switched to the Covad in Canada outsource service center (OK, it is near the USA) where, provided you reached “Ted,” chances of help improved. Covad eventually issued me credits for several months of service.

*See AT&T Post of September 2

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