vB Easy Archive - NBA and I don't mean basketball

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NBA and I don't mean basketball
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Posted by: holaDude

I was wondering for those that have used already what do you think about it and for those who have just taken training, what do you think?

Posted by: Batman665

I just quit on Friday, but I'll give my opinion anyway.

Most reps already try to sell a package or service on every call anyway. The ones that never offer anything on calls are going to have a bit of time getting adjusted, but it isn't the worst thing at&t has ever did.

It's like Burger King or McDonald's asking if you wants fries with that when you order. From what I understood, if the customer declines the offer you don't have to continue trying to sell it. Just say okay and close the call, I think it's dumb to make it a QA requirement but that's probably something they had to do in order to make people actually use. I think I remember them even talking about having statistics on how much people are using it.

Posted by: The Champ

Quote:

Originally Posted by Batman665

I just quit on Friday, but I'll give my opinion anyway.

Most reps already try to sell a package or service on every call anyway. The ones that never offer anything on calls are going to have a bit of time getting adjusted, but it isn't the worst thing at&t has ever did.

It's like Burger King or McDonald's asking if you wants fries with that when you order. From what I understood, if the customer declines the offer you don't have to continue trying to sell it. Just say okay and close the call, I think it's dumb to make it a QA requirement but that's probably something they had to do in order to make people actually use. I think I remember them even talking about having statistics on how much people are using it.

Why did you quit?

Posted by: Batman665

Quote:

Originally Posted by The Champ

Why did you quit?

Too much b.s. going on at my call center. I tried applying to get into Tier II technical support on multiple occasions and never got in. I had great stats, no steps of discipline, I was one of the best reps and they wouldn't move me. Every time I asked why the only response I ever got was pretty much '.......'

Posted by: cingtd

Quote:

Originally Posted by holaDude

I was wondering for those that have used already what do you think about it and for those who have just taken training, what do you think?

OK, I give up. Are you talking about National Business Accounts??

Posted by: holaDude

Quote:

Originally Posted by cingtd

OK, I give up. Are you talking about National Business Accounts??

Next Best Action. See batman665's post for the info on it.

Posted by: cingtd

Quote:

Originally Posted by holaDude

Next Best Action. See batman665's post for the info on it.

Thank you, I hadn't heard about it at my call center yet.

Posted by: Batman665

Quote:

Originally Posted by cingtd

Thank you, I hadn't heard about it at my call center yet.

Its going to be a small window in clarify that you must select after yoi have resolved the original issue and it shows you 1-2 offers to make to them. Initially its only going to be text packages or the 7-7 feature but they hinted that in the future it may include rate plans.

another wonderful feature is that it wont recognize the imei on the account, so it may want you to offer them the 19.99 unlimited data plan but they may have a PDA or a laptop card. So you're supposed to review the account pretty well before making the offers.

think I evn remember them saying that sometimes the offer might to down sell something. Person may have unlimited text and NBA will want you to offer 4.99 package.

and of course you dont have to offer them in certain situations...escalations, suspensions calls...be it lost/stolen or non pay, calls about equipment issues, their were a few others but you get the idea.

Posted by: JP Whoregan

That kind of crap would make me mad as hell. Are they at least going to commission you guys on these offers? I think the only thing this is going to do is make customers really, really mad. Here they are calling to resolve an issue with thier phone service, and now they are going to get a telemarketing pitch before they can hang up the phone.

Posted by: Batman665

Quote:

Originally Posted by JP Whoregan

That kind of crap would make me mad as hell. Are they at least going to commission you guys on these offers? I think the only thing this is going to do is make customers really, really mad. Here they are calling to resolve an issue with thier phone service, and now they are going to get a telemarketing pitch before they can hang up the phone.

Yeh they still make the same commission as before , $2.10 per each feature that stays on for 60 days, but to make it a requirement is stupid.... att residential services does so I guess thats bleeding over. Glad I quit at the right time, expect reps to start using this tool around the 27th of the month.