vB Easy Archive - CSR (Vendors Too!) Get Commimision

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CSR (Vendors Too!) Get Commimision
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Posted by: BlogNetChica

I'm not sure if a lot of store reps know this but Customer Service Representives (both those working for AT&T and those working at vendor centers) are now making commision when they add features. Say goodbye to asking them to use your comp code.

I just thought I'd put that out there because an agent I talked to today had no idea.

Posted by: ivwshane

Quote:

Originally Posted by BlogNetChica

I'm not sure if a lot of store reps know this but Customer Service Representives (both those working for AT&T and those working at vendor centers) are now making commision when they add features. Say goodbye to asking them to use your comp code.

I just thought I'd put that out there because an agent I talked to today had no idea.

But it's not at the same pay out as reps is it? Do you know what it is if it isn't?
Last I heard it was minuscule.

Posted by: holaDude

Quote:

Originally Posted by BlogNetChica

CSR's have been receiving spiffs for adding features for a long time. This is nothing new at all. It is not a percentage base, but a set amount per qualifying feature added. Is it minuscule? Yep, but I can manage to pull about $100.00+ a month in features easily. I do not add my comp code on to any account unless it is a new feature. So when it comes to trouble shooting, I add back the original code if it is in the vesting period.

This has been discussed previously just as an fyi.

Posted by: scikotc84

$2.10 per feature is what reps get for any eligible feature. We have to meet a certain QA score to be eligible. It's not anything new. If a store rep calls and we have to add a feature for them we have to use their agent code. Anytime I have to delete and readd a feature i use the original agent code. However i know alot of reps who don't even put in their own code for any reason so it's unlikely they readd the original. Which is unfortunate on both fronts.

Posted by: privax

I've been in the Business End-User care department (now known as GBS Mobility) for almost two years and we haven't made commision ever. So I don't know really what you're talking about.

Posted by: BlogNetChica

what I meant was, before it was only company owned call centers but vendor-center csr's are making incentatives now too.

Posted by: privax

Oh -- I got you now.

Yeah, my fault I think I read it like 5 times over. My brain is just warped. It's been a long day.

Posted by: FormerRuling

PAC, even though we deal with new activations (and most of the time new accounts), have never received any extra compensation for adding features, but a lot of us are so jaded towards agents that we STILL find an excuse not to use the agent's code.

We've never really been popped by QA too bad for not using them, though we do have cases where an agent almost escalates on a rep because the rep didn't use their code, or I've had an agent even call back in to complain we didn't use his code...like I can magically turn back time - I assume he has a proper escalation channel to go through to get a code changed.

Posted by: ivwshane

Quote:

Originally Posted by FormerRuling

PAC, even though we deal with new activations (and most of the time new accounts), have never received any extra compensation for adding features, but a lot of us are so jaded towards agents that we STILL find an excuse not to use the agent's code.

We've never really been popped by QA too bad for not using them, though we do have cases where an agent almost escalates on a rep because the rep didn't use their code, or I've had an agent even call back in to complain we didn't use his code...like I can magically turn back time - I assume he has a proper escalation channel to go through to get a code changed.

That's pretty messed up. You are messing with peoples money and their livelihood.

Posted by: scikotc84

Quote:

Originally Posted by ivwshane

That's pretty messed up. You are messing with peoples money and their livelihood.

I agree. Yes, we in customer care get to deal with the customers who have been told (insert any amount of craziness here) that customer care will definitely take care of that for ya just to close the sale or get them out of the store. Just like there are reps who will tell customers a store can fix whatever too. There are store reps who actually want to take care of the customer and make money. There's no reason to believe they're all bad. Why wouldn't you add it for them if they ask? Are you on some kind of power trip or something? That's definitely bad karma. However, I won't change or add a code for an agent who calls back in after the feature was added. I would have to be the one to add it.

Posted by: BlogNetChica

I don't have a problem with it, its just that if a rep calls me to do his job, then I'm going to get a little perturbed. Seriously, some reps are just too lazy and call customer care for everything. CSR vs. agent stuff needs to stop.

Posted by: ivwshane

Quote:

Originally Posted by BlogNetChica

I don't have a problem with it, its just that if a rep calls me to do his job, then I'm going to get a little perturbed. Seriously, some reps are just too lazy and call customer care for everything. CSR vs. agent stuff needs to stop.

A rep would only call in to add a feature only if for some reason they are unable to add it themselves (as in opus having issues with conflicting features). It's not a rep being lazy, in fact it takes more time to call in and add a feature then it does adding the feature themselves.

Posted by: Raw Tunes

I never call customer service. I do everything in my power not to call them, because they take so long to answer the phone and then when they do, you have to deal with all their quality assurance crap. So it takes like 5 minutes for you to get down to the problem. The only feature I have ever had a problem with was insurance, and if my manager is on his laptop he can override that for me also. I understand they have to do that in their field, but i dont like it. So, I just leave them alone. We have a good relationship.

Posted by: FormerRuling

Quote:

Originally Posted by scikotc84

I said we, as in my center, not like me and my buddies. I have not added their agent code before, but its not the norm.

The problem is PAC gets basically three types of agent calls, "Opus/POS messed up, what's the status of that request I just put in?" which is fine, "I activated service for these people now they want to port in blah to replace this number I gave them" which is fine, and "Hey, this customer is porting 5 lines, adding unlim blah to the account, can you get that done for me while I sale some phones to other customers, oh and my agent code is blah"

Which one of those do you think puts us in a spot?

Posted by: BlogNetChica

No, some of the store reps are the nicest people. Its probably been just a few that got angry with. Like this one guy, I asked him if there is a particular reason you can't change this plan?" and he was like "I just don't wanna have to log in to Opus." Lol.

Its more screwed up accounts that drive me crazy. I get several calls a day when a customer returned equipment within 30 days and the account was canceled. Or agents tell customers all the time to just call into C. Care to get that upgrade or activation fee waived and then don't notate the account. So what, I'm just supposed to believe this customer?

But a lot of time agents really do care about the customers. What I love is when an agent calls in to discuss like three different accounts because then I get to talk about different stuff without that repetive "quality assurance" greeting instead of saying it every 4 minutes, lol.

Posted by: Alfred_Neuman

well folks, looks like im back in the wireless.

i'll be part of a place many reps hate.

Posted by: Stea1th

Everyone in the NYC market is saying this is not true

anyone care to shed some light on this

Posted by: cac67

Quote:

Originally Posted by Stea1th

Everyone in the NYC market is saying this is not true

anyone care to shed some light on this

What's not true, that cs reps get commission on feature sales in NYC? It's entirely true. The "Everyone" you're talking to is either not cs or is leaving money on the table.

Posted by: DA.RUSSELL

Well I talked to cs rep...and according to 3 reps that I spoke to...if you ask them to use your comp code...then they should be able to. Because it was you that worked for the sale. I sometime get bad mean sales rep that might not of understand or is just damn greedy...and they would say no...I would notate the account and call again

Posted by: DA.RUSSELL

Quote:

Originally Posted by FormerRuling

That is sooo F' up ...what do you have against "agent" we do a better job at helping customers rather than flipping feature...I'm actually trying to save ppl money and you tell me that there are CS rep that acts and thinks like =..this...wow...how do you sleep at night know that you are hurting ppl's income...considering the recession...grow up and stop being immature

Posted by: cingtony

With their eyes closed just like the agents that add unwanted features to anybody that is too smart to use the internet .

Posted by: BlogNetChica

its not like csr's are the only one that do jerkish things. accounts get really screwed up just to make a sale. even if the customer has no idea that they now have so-and-so feature.

most of the time I will use an agents comp code, but then there are situation where, even though the customer is in the store, I was answering questions or making the sale to the customer. in that case, I think I shoud get the incentive.

I work for mostly PAC but also handle calls from other West Region customers.

Posted by: cac67

Quote:

Originally Posted by BlogNetChica

most of the time I will use an agents comp code, but then there are situation where, even though the customer is in the store, I was answering questions or making the sale to the customer. in that case, I think I shoud get the incentive.

Same for me. I use my comp code only when I made the sale. If a rep calls in and says he/she cant get the feature code on the account, I just say "yeah, pos sucks, what's your code?"

I get plenty of feature sales myself without needing to take someone elses. And for that matter, I wont put my comp code in for a feature sale if I issued a credit for that same thing. For instance, someone calls in for overages in text. If I give them a rerate to go to unlimited, I'm not putting in for a commission because in my book, I didn't earn that sale, I bought it. I'm aware that most people don't agree with me on that and thats fine, it's just the way I see it.

Posted by: BlogNetChica

do other cust care centers have to maintain a certain score in Quality in order to get incentives? I work for the vender center West and they try to give us every guideline possible, lol. our recorded calls have to pretty much be perfect for a rolling 90 day period in order to see a dime.

Posted by: crazyfishinut

Up until recently (new comp plan) SSR's were getting paid commission on features and accessories. I thought this was total BS and it nice to see that At&t corrected itself.

Posted by: holaDude

Quote:

Originally Posted by BlogNetChica

do other cust care centers have to maintain a certain score in Quality in order to get incentives? I work for the vender center West and they try to give us every guideline possible, lol. our recorded calls have to pretty much be perfect for a rolling 90 day period in order to see a dime.

Yes, my call center has the same thing and I work in a cor center. It use to be you just had to have a minimum for the month to get paid out, but that changed this past February or March to the 90 day average.

Posted by: FormerRuling

Quote:

Originally Posted by DA.RUSSELL

I explained myself (not my department) in a later post. I wouldn't spend my free time in this forum if I had a problem with agents personally.

Yes there are Port reps like that. It was even worse before this new year, the 2008 QA structure cut out a lot of stuff we were doing here in this department. Features weren't the biggest thing, since we rarely touch features anyway (Apart from the random "I didn't want Roadside Assistance" when we go over their features) - Its the activation itself.

I'm offline most of the time, but I sit there and listen to the people in the inbound queue...Oh Man I don't know about over in normal Customer Service or anything, but SO MUCH misinformation is handed out here among other things...

Posted by: Plutar

I'd like to add that the payout has been raised to $3.10

Posted by: Linkman

This is such an awful idea!!! You can’t have care selling! Things are bad enough

We had a customer the other day who was upset about a billing issue and wanted to cancel his entire account - 3 phones plus a data card and he bills over $500 a month with international usage. We got care on the phone and everything seemed good. She offered him a nice credit and mysteriously a free phone, "Complementary" she said (we heard it all on speakerphone, btw). As she was wrapping up the call she said, "I am going to transfer you now to a recording. Just agree with it when it finishes."

She tried to renew one of his lines. We didn't even catch it until the end of the call. When he questioned it she finally explained that she was renewing one of the other lines of service in order for him to get the "Free" phone. She NEVER mentioned it and tried to hide it. NICE!! :-((

Posted by: cingtd

Quote:

Originally Posted by Plutar

I'd like to add that the payout has been raised to $3.10

Only on 4 seperate high-end packages. All other features still only $2.10.

Posted by: osteez

Its horrible for people like me in national retail, because Customer care was really helpful when we couldnt add features on our crappy wal-mart and sams club kiosks. Its been going down for awhile though, i remember last summer some customer care rep. put her agent code in, and took credit for my feat. sale.

I usually just do the feat. adds through my account rep now since she has easy access to customers accounts and what not.

Posted by: scikotc84

Quote:

Originally Posted by Linkman

This is such an awful idea!!! You can’t have care selling! Things are bad enough

We had a customer the other day who was upset about a billing issue and wanted to cancel his entire account - 3 phones plus a data card and he bills over $500 a month with international usage. We got care on the phone and everything seemed good. She offered him a nice credit and mysteriously a free phone, "Complementary" she said (we heard it all on speakerphone, btw). As she was wrapping up the call she said, "I am going to transfer you now to a recording. Just agree with it when it finishes."

She tried to renew one of his lines. We didn't even catch it until the end of the call. When he questioned it she finally explained that she was renewing one of the other lines of service in order for him to get the "Free" phone. She NEVER mentioned it and tried to hide it. NICE!! :-((

Please don't get one rep. confused with the many out there that actually do their jobs and do them well. Customer service reps work hard and if we can sell someone a feature then why shouldn't we get paid for it?

Posted by: cac67

Quote:

Originally Posted by osteez

Its horrible for people like me in national retail, because Customer care was really helpful when we couldnt add features on our crappy wal-mart and sams club kiosks. Its been going down for awhile though, i remember last summer some customer care rep. put her agent code in, and took credit for my feat. sale.

I usually just do the feat. adds through my account rep now since she has easy access to customers accounts and what not.

It's certainly not going to bother any cs reps if you want to have you account rep help you add features rather than calling cs for it, but you should have made a complaint about that rep rather than tarring all of us with the same brush. I wouldn't steal a commission from a sales rep any more than I would steal a car from a parking lot.

Besides, that horrible thing is nothing new. Cs has been getting commissions on feature sales for years. And why shouldn't we? We upsell the same as sales reps do, why shouldn't we get commission on what we sell?