AWS reps and PCO's
Or PCR's. Or whatever they are called now. Was just informed by my Supervisor that from now on if you do not meet a quota, 2 per day, of PCO's then that will result in disciplinary action. AKA: Fired 😈 I mean wtf kinda bs is that!?!?!?! We are not sales reps. Sure if i see something that will benefit a cust i will offer it but if I have someone yelling at me im not going to go "Gee would you like 1 month free service for a new 1 yr contract" They will just laugh and hang up cause im not listening to what they are actually saying. Im just wondering if this is just my center, 3rd party, or is it everyone?? FYI: All the people on my team with low sales have the highest quality and visca versa. So what would you rather have if you were ...
(continues)
(continues)
...
i do but don't feel for ya.
they're closing my dept. down tommorrow and moving my dept. back to doing ssg. in ssg they are gonna require us to sell 6 accessories a day. how the f__k can you sell 6 acc. when the cust is calling in mad as hell 'cuz they didn't get their phone in 'cuz the sales rep but in the wrong address.
they're closing my dept. down tommorrow and moving my dept. back to doing ssg. in ssg they are gonna require us to sell 6 accessories a day. how the f__k can you sell 6 acc. when the cust is calling in mad as hell 'cuz they didn't get their phone in 'cuz the sales rep but in the wrong address.
...
I know that my company is making our PCRs part of our quality, but we also get incentives for offering them. and hey anything like additional minutes or customer first promise or n/w mins for a 1yr or 2yr might benefit a lot of customers, so if my paycheck is a little higher in the end for helping someone and adding 200 additional minutes to their plan, I'll at leasr offer it.
...
I hear ya loud and clear. I agree it is bs. It is part of our quality now and if we don't offer a PCO then it is a unresolved.
Problem is, just like you said, that not everyone who calls into GSM Care are pleased or happy. Quite the opposite...most are very, very unhappy, and asking them (in between their loud yellings and screamings) to extend their contract..er, "service agreement" is outrageous.
Whoever thought up this idea obviously does not work on the phones, but in some cushy office with a nice big padded seat for their over-paid ass to sit on.
Problem is, just like you said, that not everyone who calls into GSM Care are pleased or happy. Quite the opposite...most are very, very unhappy, and asking them (in between their loud yellings and screamings) to extend their contract..er, "service agreement" is outrageous.
Whoever thought up this idea obviously does not work on the phones, but in some cushy office with a nice big padded seat for their over-paid ass to sit on.
...
well that seat will be relinquished when cingular takes over. Zeglis is taking his cushy sevrence along with the money he made off the shares he sold and enjoying the rest of eternity. 👿 Its a good thing employee perks come first. Just not the ones doing real work.
...
the sales division has to do the same thing only to a bit further extent. 😳 When they are not busy they have to call customers coming up on renewal and offer any number of options to get them back in line with the rest. AT this point i am not quite sure the company cares what we think. 👿
...
I know the guy who thought up the PCO thing 😁 He is in my center. Actually told me to leave 1 day for loitering. Waiting for my ride home for 30 min and i was talking to a friend (TL) And he's also negotiating keeping the contract between our company and AWS so thats probably why he rolled it out. I dont mind getting paid extra for getting contracts and helping customers but if i dont sell, still try, but dont sell that shouldnt mean termination. No wonder AWS got bought out. All the big wigs are idiots.
...
Which centers are you in?
I am getting sick of doing upsales when I was told specifically there would be NO SALES!!
ahhhhhhhh maybe getting fired would be a damn blessing this place is making my hair fall out.
I have six queues and a wispy ass paycheque.
They can bite my PCO ass
I am getting sick of doing upsales when I was told specifically there would be NO SALES!!
ahhhhhhhh maybe getting fired would be a damn blessing this place is making my hair fall out.
I have six queues and a wispy ass paycheque.
They can bite my PCO ass
...
If you check your contract you will see that you agreed to changes as the customer sees fit. Basically stated.
Absolutely every call you receive is a sale. You are selling the company. If you dont like then leave. I know others that will take your place without batting an eye.
And for what it is worth. If you are gonna say the company name it is Convergys.
Absolutely every call you receive is a sale. You are selling the company. If you dont like then leave. I know others that will take your place without batting an eye.
And for what it is worth. If you are gonna say the company name it is Convergys.
...
when i was going through training I was specific told by the site director, "this is not a sales job, you will not be doing sales" he said this in front of entire class, and now look at us, "you will make xx amount of sales and you will offer on every call or you will be pinned and possibly terminated,
...
This whole PCO thing is the biggest pile of BS to come out of AWS's ass yet. It's like theyve realized that we have no chance of saving theese people once theyre pissed off so we'll try and lock them in for as long as possible right now. That way when we do piss them off they will be stuck. And yes we will piss 90% of them off at some point or another. As for forcing reps to get sales or lose their jobs I dont even know if thats legal. Nowhere in my contract does it say that this is a sales position and that I will have to meet a quota. And just try and call it sales in front of management. We had a meeting with our center director about PCO's and when I called it sales he just about ripped my head off. Good thing he didn't push it t...
(continues)
(continues)
...
At my call center it's openly acknowledged to be sales. The job description in HR is now Customer Service/Sales, too. At one time, our supervisors would jump down our throats for calling it sales... but that's what bringing a dictionary to work is for, now isn't it?
In any case, the disciplinary action for my end is actually for not OFFERING, not just not getting a certain amount of people on contract, unfortunately. Of course, I'm outsource, so it may be different for you real AWS reps out there. 🙂
In any case, the disciplinary action for my end is actually for not OFFERING, not just not getting a certain amount of people on contract, unfortunately. Of course, I'm outsource, so it may be different for you real AWS reps out there. 🙂
...
Real AWS rep here....
As of now, we have "goals" they would like us to meet, but not any quotas. We have also been told that quality is "listening" for contract offers, namely the unlimited m2m AND the customer first program.
As of now, we have "goals" they would like us to meet, but not any quotas. We have also been told that quality is "listening" for contract offers, namely the unlimited m2m AND the customer first program.
...
CONvergys rep here,
We were told in a very heated team meeting that we are expected to have 40 PCO's per month and that if we dont we get put on CAP (corrective action plan) which would involve them monitoring the majority of our calls to see if we are offering and that we can still get sacked if we are offering and are somehow not doing our job by not forcing the cust to take something involuntarily. GO FIGURE
We were told in a very heated team meeting that we are expected to have 40 PCO's per month and that if we dont we get put on CAP (corrective action plan) which would involve them monitoring the majority of our calls to see if we are offering and that we can still get sacked if we are offering and are somehow not doing our job by not forcing the cust to take something involuntarily. GO FIGURE
...
