Things are getting tough for everyone. But those of us that work on the phones in billing and sales are having it rough. It is getting harder and harder to meet those company call metrics. We are only allowed 15 seconds for ACW? We are required to prevent people from calling back within a 7 day period? Att customer for the most part are great people I love interactions with them. But you have those customers that will call right back after you give them an answer to their request or give them a resolution. They will call back 4 or 5 times till they get an agent who tells them what they want even if the answer is incorrect. And yes the agents they talked to first are penalized in that metric when they do that. That is not fair at all. And ACW after a call at 15 seconds is unrealistic!, The sales used to be an easy metric but more and more people are not changing providers, It is my opinion because I do have several years experience int he call center industry. I believe that we should be given credit for upgrades as well as sells. WE are basically preventing a customer from leaving when we get them to upgrade. ATT needs to be more fair to its loyal hardworking employees. These Metrics are unfair.
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@1jnk+1r3NuHz4
That's fine if you have a customer with 1 to 5 connections. I'm in global. Customers are not going to let you rip out 1500 fiber connections and replace them with new ones. If they do that, they are probably replacing you with a cheaper vendor.
NEVER set up dedicated fiber customers with a new contract. Always do a completely new connection. Only fools do the contract renewals while everyone else is getting new sales widgets.
AI is such a red herring in customer service. Good luck getting people to sign contracts when they realize they can’t talk to a live person about their massive billing errors or to find out why their payment didn’t post. Guess who they will come to? The sales people who have no idea how to fix this kind of ordering error.
OP- I understand what you are saying. I am in Global and one of the biggest beefs I have is this idea of fiber count. If I have customers X and I have sold dedicated fiber to every one of them, how exactly am I supposed to get the extremely unrealistic fiber numbers our executives are looking for? There is no way to do it. You can’t do what is impossible. Customers have finite locations. Secondly, I get a renewal on a contract and lock in fiber for 36 more months. Why isn’t that counted as new fiber count? You just locked that existing fiber in AT&Ts revenue for another three years. No trucks need to roll. The terms are all reset the day the contract is signed. AT&T has set up compensation to be based on a shell game. I’ve worked in sales many years, and it is no fun. There is no carrot anymore. Leadership prefers to just beat you with the stick.
There is no fair in corporation.
Quit trying to do things the right way. Lie, cheat and steal. Nobody cares.
its all about HTP and sales force from here on out. Both are useless.
“ Things are getting tough for everyone.”
That’s why there is so much sales fraud.
Since when a company requires management or non-management worker to clock in and out? A third world country board members running a third world country company. What can you expect?
That's why the expectation isn't 100%. The company and its managers know that 100% of the customers won't call back, they will. They know you'll spend longer than 15s ACW on some calls. As long as these are explainable, you'll be fine. Focus on doing your job, and the numbers will come. They did for me!
Sales is a universally useful skill. Get out there and find a better job. Call centers going offshore at best and to AI at worst.
Working anywhere is AT&T mobile phone sales is not a long time career. From the RSC up to the VP of sales. Thing are going to get tight. AT&T has milked the retail store model of selling cell phones just like they milked pay phones. Enough execs massaged the books to show profitability until they could not anymore. Same is happening with POTS service. Easy to surplus techs on any given technology, a little harder to rid the company the higher paid top heavy managers.
AT&T is a big ship, the workers go first into the water after the iceberg strike, the ones in suits know where the working lifeboats are.
I'm not saying it to be callous or mean. This is what we are being told as "managers", aka non-bargained (non-union) employees - "Like it or leave". It doesn't matter if you've got a couple of years, or a couple of decades. It doesn't matter if you've worked overtime time after time to get a project finished on time, even though some id--t committed to the completion date with no understanding of the amount of work or time it really takes. It doesn't matter what you have given the company. The executives have decided its worth losing employees, skill and knowledge to push their agenda and "culture" forward.
"Like it or leave"
Not to be mean, but are you living under rock. AI, chat, GPT, Microsoft Co-Pilot are coming for your jobs. Educate yourself learn something new find out where the markets going and pick up that skill set
Define Fair?