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as a generalist CSR with USCIS.
What this title means is that I answer both primary AND specialist questions..I don't have the luxury of handing off the call to someone else..
As CSR's we handle over 100 calls per person and average approximately 4 minutes and 40 seconds per call. If we seem abrupt or rushed when you call, it's because for every person we speak to, there are others that have been on hold for 10-20 minutes and we don't like doing that to anyone.
We now have a scripted intro to every call that was provided to us by USCIS. This script allows us to pinpoint the exact situation you are facing and come to the quickest resolution so that we can move on to the next call...please please please, do not interrupt us, don't try to speak over us, just allow us to help you in the quickest possible fashion so we can help the next person.
Things to know:
++ have your receipt letter with you..not just your receipt number..the whole letter. Without the info in the letter, more times than not, we can only provide the most basic of information and it may not be everything you need to take care of your problem. If you never got your receipt letter, if you paid by personal check, get a copy of your cancelled check..the receipt number will be on there!
++don't use the appointment scheduling line to check your case status..we won't help you, you'll have to call back using different options and your causing someone who needs to make an appointment to wait even longer.
++if you receive what you think is an ASC appointment letter for biometrics or fingerprints, read it again. Unless it clearly states that you need to call the NCSC 800# to schedule the appointment, don't call...you'll receive the appointment in the mail.
++regarding appointments and the I-90 application...this is just one big nasty mess. The MSC is currently handling all I-90's for processing..actually, what they are saying is that they will "house" the applications but refuse to take responsibility for them..that's why there is no processing times for the I-90...what they have told us to tell you: after filing the application, within 30 days you will receive a receipt in the mail..the next thing you will get is the ASC appointment in the mail..THE CLOSEST WE HAVE TO ANY TYPE OF PROCESSING TIME LINE IS: YOU WILL RECEIVE THE NEW CARD, SOMETIME, WITHIN 6 MONTHS...AFTER YOUR ASC APPOINTMENT....sorry folks, I know that's not much help but now you know as much as we do as to when you'll get your new card..
alrighty ladies and gents...tomorrows another day...maybe with a little luck I'll be able to give SOMEONE some good news.
I'll try and post some more bits 'o information and insight again tomorrow
What this title means is that I answer both primary AND specialist questions..I don't have the luxury of handing off the call to someone else..
As CSR's we handle over 100 calls per person and average approximately 4 minutes and 40 seconds per call. If we seem abrupt or rushed when you call, it's because for every person we speak to, there are others that have been on hold for 10-20 minutes and we don't like doing that to anyone.
We now have a scripted intro to every call that was provided to us by USCIS. This script allows us to pinpoint the exact situation you are facing and come to the quickest resolution so that we can move on to the next call...please please please, do not interrupt us, don't try to speak over us, just allow us to help you in the quickest possible fashion so we can help the next person.
Things to know:
++ have your receipt letter with you..not just your receipt number..the whole letter. Without the info in the letter, more times than not, we can only provide the most basic of information and it may not be everything you need to take care of your problem. If you never got your receipt letter, if you paid by personal check, get a copy of your cancelled check..the receipt number will be on there!
++don't use the appointment scheduling line to check your case status..we won't help you, you'll have to call back using different options and your causing someone who needs to make an appointment to wait even longer.
++if you receive what you think is an ASC appointment letter for biometrics or fingerprints, read it again. Unless it clearly states that you need to call the NCSC 800# to schedule the appointment, don't call...you'll receive the appointment in the mail.
++regarding appointments and the I-90 application...this is just one big nasty mess. The MSC is currently handling all I-90's for processing..actually, what they are saying is that they will "house" the applications but refuse to take responsibility for them..that's why there is no processing times for the I-90...what they have told us to tell you: after filing the application, within 30 days you will receive a receipt in the mail..the next thing you will get is the ASC appointment in the mail..THE CLOSEST WE HAVE TO ANY TYPE OF PROCESSING TIME LINE IS: YOU WILL RECEIVE THE NEW CARD, SOMETIME, WITHIN 6 MONTHS...AFTER YOUR ASC APPOINTMENT....sorry folks, I know that's not much help but now you know as much as we do as to when you'll get your new card..
alrighty ladies and gents...tomorrows another day...maybe with a little luck I'll be able to give SOMEONE some good news.
I'll try and post some more bits 'o information and insight again tomorrow
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