vB Easy Archive - chargeback system is changing!

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chargeback system is changing!
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Posted by: lowkey16

won't really be able to see how good this will work until it's unveiled and find a few more specifics out, but here it is:

the days of being chargedback because you sold a media basic and your co-worker 3 months later sold them media works...the person that sells the media works will only get credit for $5 worth of features, instead of the full $15. but hey, maybe this will keep me from having $500 in feature chargebacks every month! this has been approved by every department necessary and is completely up to the IT department and how soon they can get the system up and running. for my sake at least i hope it's really soon...

Posted by: ATnt-RSC

What market is this and how reliable is your info?

Posted by: The Champ

I don't like that system.

So what if you switch someone's feature to a lesser value? You don't get ANY credit?

Posted by: JP Whoregan

I don't care anything about the chargeback system. I can usually bury my chargebacks after a couple of days of just straight ROCCS calls.

Posted by: cingman66

Quote:

Originally Posted by lowkey16

won't really be able to see how good this will work until it's unveiled and find a few more specifics out, but here it is:

the days of being chargedback because you sold a media basic and your co-worker 3 months later sold them media works...the person that sells the media works will only get credit for $5 worth of features, instead of the full $15. but hey, maybe this will keep me from having $500 in feature chargebacks every month! this has been approved by every department necessary and is completely up to the IT department and how soon they can get the system up and running. for my sake at least i hope it's really soon...

This is only 3 or 4 years too late...lol.

I have posted ad nauseum about this topic and suggested this exact solution. The pinheads that run this machine have always been able to control feature flipping, but have chosen not to...for reasons we can only speculate about. This will certainly curtail most of it, since there will be no commission payout if the monthly revenue remains constant (there are plenty of salespeople out there that simply flip identical SOC codes every 6 months, believe it or not...

). But there is a valid question here: If the monthly revenue goes down (or is the same, but with a different SOC code), will ATT pay out new commission? If not, you can bet that many salespeople will simply push the customer off onto CS to do the feature change. Or simply find another way around the "new" system...

Only time will tell...

Posted by: ludetypes98

so what if a customer comes into the store with the old PDVU data plan and we sell them on the PDLS Personal plan. do we get nothing for it then since the price is the same even though it is a completely differently SOC code?

Posted by: The Champ

Quote:

Originally Posted by ludetypes98

so what if a customer comes into the store with the old PDVU data plan and we sell them on the PDLS Personal plan. do we get nothing for it then since the price is the same even though it is a completely differently SOC code?

Exactly, thats some ********. Our commission checks will go down because of this...

Posted by: lowkey16

Quote:

Originally Posted by ATnt-RSC

What market is this and how reliable is your info?

it's 1 of only about 4 people i would believe with this type of information.

as for the other questions, that's why i said i would withhold judgment until we learn more specifics on the system. while it may cut down on the number of features sold, it will keep people from starting $600 in the whole every single month which has become much more of an issue with all the new text and pda plans that have come out this year

Posted by: biofilter69

if your hitting $600 your giving you customers stuff they dont need or the wrong package, i never go over $250 and i average 1,500 a month. i do get a few flips but that might only be 100 of the 250. This will only hurt us or what about changing some one from messaging extreme to messaging unlimited, what do i get nothing. This will hurt us and the customers.

Posted by: ivwshane

Quote:

Originally Posted by biofilter69

if your hitting $600 your giving you customers stuff they dont need or the wrong package, i never go over $250 and i average 1,500 a month. i do get a few flips but that might only be 100 of the 250. This will only hurt us or what about changing some one from messaging extreme to messaging unlimited, what do i get nothing. This will hurt us and the customers.

When you sign a person up for multiple unlimited text plans on one account when there is no unlimited family text plan (as was the case in june) and then a family text plan comes out, its pretty easy to rack up a ton of charge backs.

The same can be said for the $40 pda plan that is then updated to include 1500 messages for the same price.

Its not a matter of selling the wrong thing, its just you getting your features flipped.

Posted by: lowkey16

Quote:

Originally Posted by ivwshane

EXACTLY! and i average about 2k in features per month and actually went a good bit over that mark the month that unlimited text came out. and once again, it's not my fault our company forces customers to get media basic in order to get the final $20 off the price of the phones, or get a pda plan to get the $150 rebates on those devices...when all they really want is unlimited text. and here recently i have seen a ton of my media works being changed to a bmg 9.99 package that gives 1500 text with no media net....until last week we had no clue we were allowed to ever use this package, but we still can't unless the customer asks for it specifically. there is simply nothing you can do in many cases and it only takes a few pda plans and a few family plans that you have multiple unlimited text plans on to get you 4-600 in chargebacks

Posted by: LUNDiS

as a suggestion, i keep a tracking sheet. i have every day's sales records with phone numbers, features, devices, etc. on my thumbdrive. if a new plan comes out, i go through every day, and call my customers.

"hello mr./mrs customer, my name is xxx from att store xxx, i wanted to let you know the plan i did for you xx amount of months ago has changed, you now get xxx for xxx/same money. do you have a problem with me switching you?"

you'll NEVER get a no. NEVER. my chargebacks are below 200, ive NEVER used roccs in 8 months with the company, and i get over 3,000 in feature revenue EVERY month.

Posted by: lowkey16

Quote:

Originally Posted by LUNDiS

as a suggestion, i keep a tracking sheet. i have every day's sales records with phone numbers, features, devices, etc. on my thumbdrive. if a new plan comes out, i go through every day, and call my customers.

"hello mr./mrs customer, my name is xxx from att store xxx, i wanted to let you know the plan i did for you xx amount of months ago has changed, you now get xxx for xxx/same money. do you have a problem with me switching you?"

you'll NEVER get a no. NEVER. my chargebacks are below 200, ive NEVER used roccs in 8 months with the company, and i get over 3,000 in feature revenue EVERY month.

this has been discussed in another thread already, but it is against company policy to do this. the only way you are to contact any customer is through ROCCS. and it must be on the customers home phone, never the cell phone

Posted by: cingman66

Quote:

Originally Posted by lowkey16

Sucks to be at COR I guess...all those pesky rules and regulations. Thanks for the tip Lundis!

Posted by: ivwshane

Quote:

Originally Posted by cingman66

Sucks to be at COR I guess...all those pesky rules and regulations. Thanks for the tip Lundis!

I'm pretty sure its a violation of the contract at&t has with your dealer as well

Posted by: suthurnlatino

One of the reps at my store got an email for calling the mobile. I work for for COR btw.

Posted by: The Champ

Quote:

Originally Posted by suthurnlatino

One of the reps at my store got an email for calling the mobile. I work for for COR btw.

What happened exactly? How would they know if you called the mobile or home phone? I don't think the person would report you unless you were calling them with negative energy. If you were calling them with positive energy and was offering something that would greatly benefit them...how would this happen?

Posted by: cingman66

Quote:

Originally Posted by suthurnlatino

One of the reps at my store got an email for calling the mobile. I work for for COR btw.

There are NO such rules in the Agent channel. Your business association with your customer allows you to call them at any time...unless the customer specifically requests that you do not contact them by phone. And like earlier posters have said, I have yet to upset a customer by calling to offer them savings.

Posted by: colione

Quote:

Originally Posted by lowkey16

Actually we were told by our director of sales that we may contact our own customers about feature changes. We didn't need to use ROCCS if the customer was someone that we helped in the past. Granted we still need to call the home phone and try to upsell. This was done during a conference call with the managers for each store in our market.

Posted by: lowkey16

your director of sales is wrong, period. if you don't believe me check out the page on roccs right after you sign in, look it up on csp or contact the hr department...they will all give you the same answer, you're DOS is wrong.