New PCO Rules
I gotta ask about something that is really bothering me, how many of you have used that damn E-signature thing, it's ****ing horrible, most customers I talk to are completely baffled by thier voicemail and that thing is REALLY out of thier league, so every damn time I have to extend a contract 2 years I have to transfer another poor soul into the labyrinth, And A certain MO came over to my row yesterday with a big goddamn sign telling me to put my customer on hold for 4 minutes while he made this pitiful little presentation about offering PCO's to people cancelling evin in the case of customer death, sales pitches for the Dead air verbatim, luckily he stopped short of having us actually phone customers randomly and ask them to renew, I mean ...
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Wait a minute, you are telling me Convergys is doing this?
This isn't a AT&T Wireless Thing?
RaVeN
This isn't a AT&T Wireless Thing?
RaVeN
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OIC, it must be a AT&T Wireless thing...
Because convergys has different policies than AT&T Wireless, for instance Holiday pay, etc.
And we can not hang up on the customer no matter what, yet at&tws can hang up on the customer if the customer if the customer curses at them three times....
Yet, we have job security, cause we technically don't work for AT&TWS...
RaVeN
Because convergys has different policies than AT&T Wireless, for instance Holiday pay, etc.
And we can not hang up on the customer no matter what, yet at&tws can hang up on the customer if the customer if the customer curses at them three times....
Yet, we have job security, cause we technically don't work for AT&TWS...
RaVeN
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I am not really bashing the company, I think it's a gong show in a lot of ways but my center is new and this account is really hectic so I feel for management in some ways, but they don't need to be so vicious coming by like ghestapo every three minutes you have to goose step yell HAIL and tell them how many pcos you have, and at the end of the night if you've been good you get chocolate, WTF is that, I mean I like chocolate but it feels like training a dog. And I HATE E-sig and I NEVER want to use it so I want to avoid making PCO's I mean christ if you want me to do something don't hinder me along the way, thats assinine.
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Man, that **** is crazy...I have to remember not to sign up for Care...
Because us 2G/3G Warranty Exchange reps are being trained to do PAG/LNP, NAS, or/and Care in this call center...Classes are in session as we speak...
All of WEX in this call center(which happens to be the only WEX center in North America)is going to India....
RaVeN
Because us 2G/3G Warranty Exchange reps are being trained to do PAG/LNP, NAS, or/and Care in this call center...Classes are in session as we speak...
All of WEX in this call center(which happens to be the only WEX center in North America)is going to India....
RaVeN
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Sorry to hear that, The other thing that really pisses me off is webmatching, STOP OFFERING **** TO NEW CUSTS ONLY. Problem solved, for christ sakes make good customers feel appreciated by appreciating them. My father has had service with the same number in the same city for over 12 years and has always had recurring funds transfer. And the old man never stops talking so he should be one heck of a customer, but when he wanted a new phone to replace the one he had had for 5 years they refused flatly, he escalated to tier 2 before finally trying to cancel and then of course he got his free phone, this is really common I see it from both sides all day and it's BS, we should be able to give people what they deserve, not everyone but those who de...
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You actually have to send customer's to the esig line? I haven't heard anything like this. I always give them the option of esig or send contract for them to sign and send back.
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Dude, you need to calm down and look at it from AT&T Wireless's point of view, AND from Convergys point of view. First and foremost, if everyone in Convergys slacks off on PCO's while AWS centers reap them in, how good does that look when CVGY's contract is up for renewal with AWS?
I think some of those things your Ops told you about was quite silly, yes... but they're just trying to drive it in that we WILL lose our jobs if customers keep leaving like they do. We're not here to rip the customer off, I will NEVER offer a PCO to anyone who I feel won't need it. Use your judgement. Its not IMPERATIVE, like you'll be fired if you don't do it. 😛
I think some of those things your Ops told you about was quite silly, yes... but they're just trying to drive it in that we WILL lose our jobs if customers keep leaving like they do. We're not here to rip the customer off, I will NEVER offer a PCO to anyone who I feel won't need it. Use your judgement. Its not IMPERATIVE, like you'll be fired if you don't do it. 😛
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Thats the beauty of it, you will get fired cap I for not offering followed by escalation to cap II for same thing then they bounce your ass as a potential troublemaker it's exquisite. I average probably 10 pcr's a day, but I have since I hit the floor, since long before they had a PCO deal. I am damn good at sales especially commission sales and I like doing it, I just don't like some *&)^sucker coming over every 10 minutes and asking me about them, I'll get the damn things back off. it really pisses me off the pressure they put on the people who can't sell it's not about offering it's about results and thats not cool.
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I know when I joined the Zombie Army of covergys I specifically asked and was SPECIFICALLY told there would be NO SALES!!
So here we are are again dealing with corporate bullshit and finesse.
I have 3G care training, but our center is still primarily Migrations.
Migrations has gone to India, and as per usual due to the extraordinary lack of foresight that is prevalent in this company make a huge nasty mess of things.
Nobody in our center was informed that PCOs would be part of the call flow for quality.
I come on this forum and see what other centers are contending with and I ASKED POINT BLANK about PCOs and quality ONLY then was I informed that we would be unresolved if we didnt offer a PCO.
I am anticipating the great exod...
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So here we are are again dealing with corporate bullshit and finesse.
I have 3G care training, but our center is still primarily Migrations.
Migrations has gone to India, and as per usual due to the extraordinary lack of foresight that is prevalent in this company make a huge nasty mess of things.
Nobody in our center was informed that PCOs would be part of the call flow for quality.
I come on this forum and see what other centers are contending with and I ASKED POINT BLANK about PCOs and quality ONLY then was I informed that we would be unresolved if we didnt offer a PCO.
I am anticipating the great exod...
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This forum is turning into an AWS/Convergys bashing forum... I recommend deleting this thread whoever admins here..
Btw, these are not sales. They arn't giving us money for the contracts, in fact, we're giving THEM money. Quicherbishing.
Btw, these are not sales. They arn't giving us money for the contracts, in fact, we're giving THEM money. Quicherbishing.
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Not sales my ass, if thats the case then why do they offer dollar incentives for us to get them, we are selling the customer 1 or 2 years of service with AWS, lets do some math, if AWS's ARPU (average revenue per user) is $60.60 monthly and we get even a 12 month renewal we have in essence and on average secured 727.20 for AWS, now lets subtract the 1 month and we get 666.60, a mighty fine chunk of change especially considering that AWS expects that all convergys sites combined get something like 155,500 PCO's, that adds up to 103,656,300 dollars of guaranteed revenue for AWS. AND ITS ALL SALES. Oh and we get what, up to a whole 4 dollars per PCO if we hit 100% of our target. Who wants to bet that CONvergys gets about 10.00 per PCO and sti...
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WOW I CAN ***NOT*** BELIVE YOUR COMPLAINING ABOUT GETTING MONEY FOR GIVING A FRIGGING CONTRACT TO SOMEONE!
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As soon as I land another job i will, I've got interviews but I'm not gonna make the same stupid mistakes I did to get stuck with CONvergys. And yes I'll complain about getting paid until they choose to pay something decent, my position is not a sales position and if they expect me to make sales then I expect to be compensated appropriately. And if you dont like this topic then just shut up and ignore it, were all tired of your constant whining about how you dont like it.
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Hey try this, "Would you like Early evenings with your order?" Should work.
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the thing is moobak, it is sales. Even the 1 hour contract renewal training says right on the cover how to merge service with sales.
The people complain about it, because peopkle are on the verge of getting fired for not having 3 contract renewal a day, betch anything they want 4 right away since the pco sheets already ask for them. I think people are sick of them because the TL's are breathing down your back and complaining because they make it one big competetion.
I think that is the reason why everyone is b*tching about pcos. IT is sales!
The people complain about it, because peopkle are on the verge of getting fired for not having 3 contract renewal a day, betch anything they want 4 right away since the pco sheets already ask for them. I think people are sick of them because the TL's are breathing down your back and complaining because they make it one big competetion.
I think that is the reason why everyone is b*tching about pcos. IT is sales!
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Whats wrong with DOR. 7pm n/w with a 2 yr. Cust first promo with a 2yr. No roaming anywhere. Its great if you just need it for n/w. Which business people dont, which is the only group of people that will get it. But hey the early n/w are good imo.
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Its both. Convergys wants it to try and retain the AWS contracts, even though we give better Customer service then direct AWS reps i bet 😁. And are cheaper. And with the merger AWS wants to keep customers so Cingular goes through with it. Mainly AWS i bet though.
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