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  • a little insight in to my world..

    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

  • #2
    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

    Comment


    • #3
      USCIS-CSR: Thank you for taking the time to post this information.

      Comment


      • #4
        Thank you - I think yu will be a big help if yu stay with us

        Comment


        • #5
          Hello CSR

          Thank you for contributing.
          I was just about to call today but thought, oh wait, I dont have the last letter on me.

          A question regarding the I-90. Do you know if a similar thing is happening to first issue green cards? I got my welcome letter a month ago but no G.C. in sight. However, got an e-mail notification in the middle of the month that an "approval notice was mailed". havent received it.

          Thank you for your input.

          Comment


          • #6
            thx for the info

            i think i'll call the NCSC 800# to set up an appmt to buy you a beer after those 100 calls .. how about it?

            Comment


            • #7
              Don't start drinking until AFTER you get through as calling the 800# is usually a 2-3 hour process (re-dialing and being put on hold)

              Comment


              • #8
                You have to call in the early morning, Sugarpuff, and avoid Mondays. I am usually on hold for max. 30 minutes. I put the call on speaker (yes, I call from the office, but I work through lunch) and a soothing melody accompanies me and my coworkers while we wait for the call to be answered, interrupted now and then with a soft gentleman's voice reassuring me how important my call is to the uscis. It is all about attitude, isnt it?

                Comment


                • #9
                  so you drink at the office? I have been trying to implement that policy where I work but those buttondown self rightous attorneys don't want to hear it.

                  Comment


                  • #10
                    Putting calls on speakerphone & playing music which everyone can hear in the office? Wow, sounds like a very relaxed working atmosphere

                    Comment


                    • #11
                      My coworkers actually liked the music.
                      I dont like it, but for subjective reasons.

                      Yes, my atmosphere at work is very relaxed, yet, we spent at least 10 hours at work per day + lately weekends. I think we are going out drinking tonight. yeah!

                      Comment

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