Shop Talk
Question for Sprint Telesales
Is it true that you cannot:
- Change a price plan
- Swap a phone
?
If so, please let me know, a few documents and announcements came out saying otherwise, but the agents I've spoken to said they're told they're not allowed to. D:
Just wanting some clarification, thank you!
There are occasions when we can give either a $25 or $50 discount off the promo price of a phone, but it's only for new lines and there are multiple other criterion that must be met.
We cannot, under any circumstances, credit any charge, fee, or other sum after it has been applied to an account. It is impossible. Agents can't do it, supervisors can't do it, and our site managers can't do it. To even ask is silly.
So telesales reps shouldn't be doing that. Fill out an agent feedback form.
The only exception I would make is if a customer says something to the effect of "I was told I could get a $50 credit for renewing my contract." Otherwise, if they want a credit they'll have to threaten to cancel and I'll get them to account services, who will probably call their bluff.
๐คจ No? Ask your supervisor if you're that intent on making the sale, please don't call us.
serendair said:
- Change a price plan
- Swap a phone
1. We can. Easily. Either through a program in our order entry system (WIAT) or in CSM.
2. Has to be done in CSM. We can do it, though a lot of inexperienced reps can't handle swapping to or from iDEN devices.
My computer is giving me errors any time I try to access CSM, so I unfortunately have to transfer things out that I would usually use to stretch my average handle time. High AHT is a good thing for us. ๐
We get paid on conversion. Less calls means a better conversion. Longer calls means less calls.
I've had days where I only end up adding 2 lines, but it's cool because I only took 14 calls and our goal is 10%.
Ten percent sounds easy, but with ridiculous transfers, delinquent accounts, routing issues, and fraudulent orders being nixed on the back-end a lot of reps struggle.
I know I've given the answer on how to get around it, and had a few in sales go, "Hey thanks! Now I don't have to transfer. ๐"
Either a file got uninstalled or a directory was changed on my system. I've reported it to IT on multiple occasions with screenshots, but apparently it's not that important to them. ๐
If everything on my computer wasn't restricted I could fix it myself, alas the good ole boys in IT need job security and I cannot fix my own computer/system issues.
sure, they can change to help a sale in process, but don't if it does not involve a sale.