The Truth about Telesales...
I am a DMDR rep, and we get a lot of misrouted calls, especially regarding upgrades, migrations, and weborders. I just want to explain to everyone what is going on there. First of all, DMDR did at one point do all of these things, but was almost completely removed as of April first of this year, and at this point we are not supposed to be involved with these transactions at all due to current policy. The major problem is that migrations are now completed by a department called CLM (formerly CRM), Customer Lifecycle Management, and most CLM centers will show their origin in systems such as COMPASS with the descriptor "TELESALES." Despite that descriptor, though, they are NOT related to DMDR telesales. I just wanted to clarify this to any o...
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We used to, but it stopped working, sorry. DMDR has a direct extension, though, so we can transfer to them. If anyone has a direct number, please post, I would like to have it myself.
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for all those issues call
web match 1 866 296 5564
migrations 1 866 293 4634
everything else 1 866 305 8271
web match 1 866 296 5564
migrations 1 866 293 4634
everything else 1 866 305 8271
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HOLD ON!!!!!!
I'm in in this department that does all the migrations and web matching. We get countless calls a day from Customer Care wanting us to do sales that can't do.
PLEASE PLEASE PLEASE make sure that they are eligable to migrate. If they have contract term not met or past due balence, don't even bother. We can not do it.
We CAN NOT add new lines of service. Not even possiable...the customer is just going to get transfered somewhere else.
We CAN NOT offer the P207 or LG A7110. It isn't even in our systems to pick, so you're SOL if you want it.
And for some reason if you transfer a customer to us, and it's for a reason that doesn't involve migrations with web match pricing or you don't follow the above rules, we are in...
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I'm in in this department that does all the migrations and web matching. We get countless calls a day from Customer Care wanting us to do sales that can't do.
PLEASE PLEASE PLEASE make sure that they are eligable to migrate. If they have contract term not met or past due balence, don't even bother. We can not do it.
We CAN NOT add new lines of service. Not even possiable...the customer is just going to get transfered somewhere else.
We CAN NOT offer the P207 or LG A7110. It isn't even in our systems to pick, so you're SOL if you want it.
And for some reason if you transfer a customer to us, and it's for a reason that doesn't involve migrations with web match pricing or you don't follow the above rules, we are in...
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Gee I wish I could do all that for people who send me unnessicary escalations.
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Let me tell you, it had to get pretty ridicolous for them to give us those instructions. We were to the point where 75% of our calls were unneeded care calls. And since we get our bonus based on conversion (sales/#of calls), we were losing tons of money.
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PLEASE stop sending everybody to telesales!!! You people hear somebody say "I just purchased a phone" and you send them to us!!! Well, guess what?? We aren't the only place to order a phone through!!! So here is some phone numbers for you so you can send people to the right place!! I'm in telesales and I have all these numbers...your in customer care, why don't you???
I'm looking at an account RIGHT NOW. The rep got the call, said it was purchased through SALES, and transferred to me. FOUR NOTES BELOW IT ARE THE E-STORE ORDER NOTATIONS!!!!!
And a little bit further below that are notations for his other lines stating that he UPGRADED. Telesales is BRAND NEW LINES OF SERVICE ONLY!!! We CANNOT do UPGRADES or MIGRATIONS. Cingula...
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I'm looking at an account RIGHT NOW. The rep got the call, said it was purchased through SALES, and transferred to me. FOUR NOTES BELOW IT ARE THE E-STORE ORDER NOTATIONS!!!!!
And a little bit further below that are notations for his other lines stating that he UPGRADED. Telesales is BRAND NEW LINES OF SERVICE ONLY!!! We CANNOT do UPGRADES or MIGRATIONS. Cingula...
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Thanks for the numbers Jldnr, I'm not a care rep and didn't have them but now I'll be able to direct those people who come into my store to the proper channel. I will use the numbers, and no this isn't sarcasm.
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Take it easy there, Slappy. This is stuff we were never told.
But thanks for the heads up and the numbers, I'll be using them. 😁
But thanks for the heads up and the numbers, I'll be using them. 😁
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RedDeerRed said:
Take it easy there, Slappy. This is stuff we were never told.
You know what's funny? Every time there's a policy procedure change in telesales, the e-mail our manager sends out says that the other departments have been notified of the changes...obviously that isn't true.
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Your manager might send that out, but whether or not it's fanned out properly from that point is something entirely seperate.
This is news to me. But thanks again for the heads up, it'll help my stats. No sarcasm.
This is news to me. But thanks again for the heads up, it'll help my stats. No sarcasm.
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