I have no idea what my call center is doing.
We now cannot waive shipping. It used to be easy to sell a free phone.. pass the application without a deposit, we'll send it to you, and since 90% of you have never used a credit/debit card in your life, we'll waive the shipping!...
Was stressful at first.. then we realized that if they called form a non high-risk area, we could bill them the 5.95 charge.
We now can't even bill it to them. Unreal.
If the center wanted to start taking high priority calls and expected their employees to fill their larger than life metrics towards incentive, I could understand it.
I actually understand WHY your company has prevented you guys from trying to sell "free phones", because most likely you were using that as a way to push sells on unsuspecting people who would not be an asset to your company and instead be a liability.