Whats up with the "SAVE" team?
When they first came out, our team listened to their calls. 9 out 10 calls, the rep would just cancel the line without offering ANY SAVES at ALL! I even hear one guy cancel an account on that day (prorated) without the customer requesting it.
Now we don't listen to them anymore, so we don't know if they still do that. I know for a fact (by viewing account notes after they deal with the customer) that some reps still do not follow "protocol". They just seem to do whatever the hell they want, and bypass all policies it seems. I've seem them cancel an account with NO etf, even though it was a valid contract. I've seem them give away free $200 phones, and the u...
(continues)
As far as not charging etf, we weren't ever doing that one.. I would charge them left and right if they weren't budging...