I'll tell you some problems I ran into. They may not be as big to you as they were to me, plus I worked at the one on South Tryon:
* The stores will tell customer whatever to get sales. Will flat out lie and they will call you to fix the problem. Many times, it will not be a problem you can fix. I've had people call in talking about the store told me we'd send them a new phone, even when there is no damage. They've promised waived fees, free months of service, free phone repair, new phones, credits, all types of stuff.
* When I was there, the survey system was horrible. Max 12 surveys per month. Pass or fail. You generally could only get one fail survey per month. Because if you got more than one, you're score card would be under the standard. Many times I got nos based on anamolies nad stuff that wasn't even my fault. Many times I got nos because they talked to a previous rep who didn't know what they were doing and I got graded on that reps performance. And if they don't leave a reason why that you can compare to your call, then there was no way to dispute it. Many times my supe would just look at me and say "Yea, you didn't do anything wrong, but sorry nothing we can do." Also, they would get surveys days later, so for instance you fix the problem monday, it reoccurs wednesday, they get the survey thursday, you're gonna get a no.
* Another issue with is with service issues. Even if there's a service issue problem that you have nothing to do with and cannot fix, they still get a survey asking if you resolved their issue. They're going to ask if you resolved their issue and you will get a no. So basically you have to try to go a whole month without pissing two people off.
* They put a big onus on time. When I left, they were trying to work out this system after a certain amount of time of the phone you had to transfer to your team lead or find another team lead to take the call. Usually everyone is supposed to be working together, but many times I found team leads ducking calls or even supes ducking calls as well even though it was their responsibility to do it. And it falls back on the reps no matter what.
I had one time where I was walking around for 10 minutes trying to find someone. Either they were busy or rejecting calls. I couldn't escalate because there was no one to escalate to. So of course that was one of the calls I got a survey on and got a no.
* Hopefully, the leader has changed there, but I doubt it. The leadership is p!ss poor. I can honestly say out of all the companies I worked for, their leadership was a distant worst. There were so reactive to everything, it seems like they didn't see problems coming when the average rep on the phone saw it coming weeks to months earlier. EX. When the started the $10 per month device fee and they took the yearly phone upgrade away from many people, they had no plan for the backlash they were going to get. When they told us of the changes that were going to happen, first question every rep had "What are we going to do when they ask to cancel or speak to a supe?" Their response, "If you explain it to them correctly, then they won't do that." We all looked at each other like what? Either they didn't understand or didn't care that people are gonna be upset about this. Upset enough to leave. And when that day came, many people left in droves. It got so bad at one point, they tried to write us up for transferring to cancelations without manger approval even though customers were requesting it. Their next solution, stand firm and deny them and try to talk them into staying. That just led to alot of hang ups and more no surveys. And through the whole time, the reps were getting blamed, written up and penalized.
To multiply the problem, the reps in the stores telling customer that we could waive the fees or take the fee off or that it wouldn't apply to them. And some even told them to wait 30 days before they called in and knew that once it hit 30 days if they tried to cancel they would owe an ETF of $375.
* Hopefully they changed this to, but when you sold an additional line to customer, you would have to call to sales, I ran into a few reps who would try to steal your sales. I forgot what they would ask for, I believe it was id and some would go in and erase your id and change it to theirs. bi*chmade sh*t.
* Too many people wouldn't follow guidelines. Say something in our guidelines would state its one department's responsibility, they would push back heavy. I had one chic in another department she was f!ghting the call the whole way and I was about to transfer the customer she screamed, "NO" and just hung up lol. sh*t was so loud the reps around me turned around to look.
* With the surveys if you get more than one no, each no after it will lower they amount that your bonus will be monthly.
* Another thing about the stores, I know that when the VP of sales came to our center, we told him about the practices of the stores and what they do to customers. He basically told us, their job was to sell and our job was to fix the problems. Translation, "I don't care."
While you do have bright spots:
* Bonuses are nice if you can sell, although in our training they didn't spend more than 30 minutes on selling, but you are crucified for not selling. IF you can get an all green score card everyone will love you. But I guess that's why on a dozen or so people in the center get all green cards.
* If you get a phone with them and get the protection sh*t, it's usually a max of $6 per month. Their health plans are great, you're gonna need it with that stress.
* Stay away from messing with girls there. The job is stressful enough without having to deal with bs from your co-workers too. Try to have fun, because when you can make nice bonuses, the job is stressful, while i was there people were passing out and having potential stress issues from the stress, 20 and 30 year olds.
I know there are many times I left out, but man now that I Think about it I was so fu*kin stressed at that job. Even when I was off, it was bothering me.
The funny thing is.....this is the EXACT same thing I was going through at my previous job. I used to for Alorica, contracted through Verizon Home Services. And they were the same way, the only difference is the incenyitives kept changing and i was only getting paid 10.00/hr. But now I'm going to get paid more PLUS get free service, so ill put up with it for the time being. Thanks for that info, now i know what to look forward too. (And I'm a female)