Shop Talk
Crystal Ball needed for new Sprint/ACS metric
Apparently there is going to be a need for Crystal Balls in customer care as we need to know if our customer might call back within 7 days of contact. Part of new metric is to make sure they do not call back for 7 days.
Performance pay is so good that apparently we need a new metric so we can maintain only the best min wage benefits
Performance pay is so good that apparently we need a new metric so we can maintain only the best min wage benefits
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that raises our pay for doing good, instead of one that cuts our pay for doing badly.
Especially one that's completely random like this. If the customer decides they have a new question and wants to call us back, we get penalized?
Especially one that's completely random like this. If the customer decides they have a new question and wants to call us back, we get penalized?
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why would they pay us more for doing good. Less money for bonuses for corp. Also would mean that corp would have to take responsibility for their product and services.
That defies the Dilbert Rule
That defies the Dilbert Rule
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i havent read my must read yet on that but is another way they make us take it in the @$$, plus this year my center is not giving christmas baskets or gift cards like they have in the past. its pathetic when my husband who works for 7-11 gets a 50.00 bonus from his employer.
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Well, that's because we can not care up to 32% of the time with our transfer rate goals at our center. And if I go over that in a day, I just make sure I care slightly more the next day to make the high day wash out. There's really no incentive for me to care about these people when there's no reprimand for high transfer rates. So, what's that going to do to the new metric? I'm sure as heck not going to call people back who've purchased a phone every day until they receive their device to make sure they don't call back to activate it and screw up my Next Call Prevention rate. I don't get paid for outbound calls under Sprint's wonderful ABC matrix.
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There really are those who thrive under the present system of incentives and disincentives, but I suspect they are relatively rare. For everyone else, it's a stamina contest. A struggle between will, self-respect, and economic necessity.
Still waiting to see how this new metric will affect pay.
Still waiting to see how this new metric will affect pay.
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They'll drop you down an ABC tier and pull all earned sales bonus if %40 of your customers end up calling back.
Expect the goal to get tougher until about %5 is the limit, probably by a steady %3/month for the next year.
Expect the goal to get tougher until about %5 is the limit, probably by a steady %3/month for the next year.
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Watch the sales go down if they do this. It will not be worth trying to sell beyond what is required to meet goals if the end result is just another way to let all but the care reps make their bonus. The carrot hanging out there gets old to look at sooner or later when they keep jerking it away.
Corp is so predictable.
Corp is so predictable.
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Our bonuses are all based on sales even though we're not a sales team.
"Bonuses, hah!" is right, my friend.
"Bonuses, hah!" is right, my friend.
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So that's why we have to fight to get Care agents to transfer an AAL call. 🙄
Way to go, Sprint. Make care and sales compete for the sales in order to hit bonuses; that's a surefire way to see that neither can succeed.
Way to go, Sprint. Make care and sales compete for the sales in order to hit bonuses; that's a surefire way to see that neither can succeed.
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Your AAL's are one of our biggest bonuses.
Not that we actually get paid for them; any other stat out of line and our entire sales bonus is pulled, no matter how high it is. It's funny how anytime an agent gets a massive sales bonus, they suddenly get several negative surveys that nobody can seem to find the calls it came from.
Not that we actually get paid for them; any other stat out of line and our entire sales bonus is pulled, no matter how high it is. It's funny how anytime an agent gets a massive sales bonus, they suddenly get several negative surveys that nobody can seem to find the calls it came from.
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AALs are also the primary target for us. And other target areas sound the same too - if you don't hit AALs, they don't matter.
Wait until they start counting churn against your payouts. Oh, and TEP on upgrades.
Honestly, bonuses a year ago were legit. A good rep could hit $500 in a month no problem. Last month I think 4 people centerwide got over $500 in incentives.
Wait until they start counting churn against your payouts. Oh, and TEP on upgrades.
Honestly, bonuses a year ago were legit. A good rep could hit $500 in a month no problem. Last month I think 4 people centerwide got over $500 in incentives.
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i agree, its a horrible system, luckily i max out ever month and have learned on what to do to not have that happen to me. i consistantly get 2000 a month...
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2G a month in incentives alone?
Care, sales, some other department? Do you work for corporate or a vendor?
In our call center 2G isn't even possible. Max is about $750 with the current setup. Total balls.
Care, sales, some other department? Do you work for corporate or a vendor?
In our call center 2G isn't even possible. Max is about $750 with the current setup. Total balls.
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If you sell your soul at ACS and manage to get 500% of the everchanging goal, plus meet all the other metrics you will get 50% of your bonus (1,000.00 max) as the rest is withheld for taxes.
Right now if you are in 1 que the per call expectation is 4.05 per call(20.25 per call for 500% ). Billing gets 3.45 per call to make 100%. So figure out how much they make from that.
Right now if you are in 1 que the per call expectation is 4.05 per call(20.25 per call for 500% ). Billing gets 3.45 per call to make 100%. So figure out how much they make from that.
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well here the goal for advantage is 9.40 cents a call and i hear that its going to 11.00 per call goal next month. only about 4 of us in this call center can actually get that goal. Damn near impossible for most. And the goal of ABC pay is so we make 9.00 an hour they really are getting over on everyone. only about .5% actually make money here its crazy but people need jobs and they choose to work here...
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