Thread regarding AT&T layoffs

Sounds like how Oracle operates.

Ktk and hcm hit the nail on the head. Instead of welcoming customers and performing an upgrade and setting up the new phone, RSCs must make customers sweat for a full hour before giving them a new phone (not set up) because managers are lectured daily (or hourly) not to let the customer leave without add ons like DTV, Mobile Protection Insurance, Internet, or a new Smartphone line. Our RP started with “3-2-1” traffic close rate that seemed reasonable but mostly a stretch goal. Then they removed discounts and promotions or upped the pricing or removed more affordable rate plan. Did they lower the attach rates? Nope, they increased them. So managers either quit, get fired, or get creative. DTV NOW credit card theft, MPP Slamming, BOGO Scamming, Next Up feature cramming, Unlimited Plan faking, Prepaid Autopay with Visa Gift Cards, Sole Prop abuse, or dozens more dumb ideas to get the ARSM off your back. Oops, gotta go and give my end of day beatings report to my ARSM.

The sales practices mentioned here sound like what happened at Wells Fargo. I wonder what an external investigation would uncover.

I called into Directv to remove my $15.98 protection plan from my account back in February of this year. Assuming they had removed it. I noticed on last month's bill that I was still being charged for it. I called Directv, and they had a note in the system from February that the rep was unable to remove the plan... I then requested a credit for the 6 months I had been charged for it. The rep told me they could only credit 3 months.

This is one reason why I will always remain a tech. Had the opportunity to become a manager and turned it down because I see the daily, if not hourly , pressure my manager is under to compromise his integrity and ethics. He’s a really good guy who I see die a little each day because he needs to keep his job and his family fed but the pressure to exceed last quarter’s numbers never lets up and it’s just impossible without lying and cheating. Heck , I feel the pressure just as a tech. I’m reminded every day there’s a b form waiting for me if I don’t make my imaginary numbers. I tune it out for the most part and just focus on my customer’s happiness. When I get b form, at least I have a grievance process and a union. Management has no one.

This is all normal bau now in retail after 20 years I called it quits found new career the coaching for really doing the right thing got me at the heart I served people the best and honestly I could the cancer was all around me and they were trying to get rid of me anyway. So I did what needed be done found something else while still working. If you have ethics and morals get out it will do you a lot more good in long run att is rotten my manager all the way up we’re rotten I was told the same sell them flip them they did not care how make numbers

@ktk- you hit the nail RIGHT on the head. I’m also a COR Mgr, hate it, you said it best so no need for me to continue. I’m in an area where we don’t have internet or real DTV techs, or any other department to transfer to, I was hoping for a lay-off to get a severance but I decided to start looking for a new job while I have one, can’t wait for the day I’m not getting hourly texts, emails, group chat messages threatening us about DTV..if they think it’s so easy to sell a piece of cr@p service they should give it a shot. I laugh at the other managers who think they’re gonna move up...sorry kids...AR is gonna be taking over soon enough, writings been on the wall. Used to be proud to work here years ago, had fun, made money, friends- good old days I guess.

Former COR manager...fired for performance because I refused to operate unethically unlike most if my peers who:

• Discounted accessories to get NOW sales
• Adjusted accounts to get NOW and Premium sales
• Encouraged reps to add protection without consent
• Told customers to cancel lines after BOGO credits started to get gross adds (false churn)
• Flipped Premium accounts to roommates, spouses, ect in order to get commission for a 'new'DTV account
• Leveraged business account new line credits (up to $200 a line if they got a phone on NEXT) to get customers to switch from another provider and get TV. Example: Family of 4 switches, gets 2 BOGOs and $800 in bill credits. Problem is they dont have a business, the reps were just taught how to manipulate the system into making them 'sole proprietorship'business accounts, which still uses your SSN for cresit checks, no Tax ID required.

I could go on and on. These tactics were ruthlessly encouraged in the form of daily harassment. I had mandatory conference calls when the store opened, midday, and close where I either had to have 2 entertainment sales or a negative coaching to progress any employee out who wasn't willing to play ball. This was on top of weekly coaching, business, firstnet, and store manager conference calls.

So your options were to get the numbers at all costs while also continously write up/fire/hire new team members and be praised as a great leader by upper management while completely loathed by your team as an unethical snake

OR

Operate ethically which means you will do poorly compared to your peers, refuse to hold your team accountable for selling properly and not unethically, and get beaten down daily on conference calls and in person meetings until you either quit or get fired.

That is Retail store management life at AT&T, in my experience.

It’s no wonder Randall is leaving next year, can’t even be bothered to stick around for his stupid 2020 plan, that should tell you everything about said plan, not even bothering to witness his precious 5G BS. This is why JD bailed and why Elliot Management have pounced, they smell blood in the water they know once they start to pull the vail it’s going to get ugly.

Johnny Donovan you sir are slick. Got out just in time to avoid the massive stink (or Stank) pile that is amassing. I wish I could.

Open your eyes. They are tanking wireline on purpose. Why do you think first net fiber is being built out to be the backbone of 5g and moved to a seperate operating unit.

How do you shed your most expensive union workforce, your costliest and run down infrastructure that is highly regulated, and your least profitable products. You shift operation to a subsidiary like time warner and you bankrupt it.

From day one Randy told us AT&T is a wireless company first.

None of this dishonesty, abusive toxic working conditions and loading the company up with debt to fuel Randy's out of control shopping spree would have been tolerated under Ed Whitacre. Randall is an absolute disaster that needs to be dealt with by the Board of Directors immediately.

Meanwhile the greatest telecom network on the planet withers on the vine.

makes you wonder if they pull the same thing with wireless. senior management breaking the code of business conduct. I am shocked.

You mean to say AT&T management and sales associates created fake accounts to boost their bonuses and cook the books for investors??

Absolutely SHOCKED I tell you. To think that such a well managed organization like Randall and Stanky's AT&T would resort to this! I think everyone needs an hour or two of exception time to retake Randy's Code of Business Conduct class!

Of course. Just the tip of the iceberg. Standard operating practice. I have been with this company for decades. But have never seen such a shchitt show as when Randall took over. This company has developed into the most unethical corporation that I have ever worked for. I do not know Randall and not saying that he wants it this way. But this climate of cheating and manipulating spreadsheets is on his watch. I never saw such trash with Ed Whitaker. The fraud is cultural. Technicians that just want to take care of their customers and do a good job are forced into padding their time to make the brainless metrics. Then sales. They are given unrealistic goals and forced to prattle on to customers and try to force them into things that they don't even want. Often encouraged to sign them up for something not authorized and then cancel later. I have seen managers manipulate metrics on spreadsheets before sending them up the line to their boss. I was actually told that I do a fine job taking care of my customers, but that we aren't here for that and it was implied that I should probably move on to a different work group that tends to have more time to fix issues. This will not get better until it is EXPOSED wholesale. AT&T is phucked up under RS,

Its not just DTV Now thats being Fraudulently billed. I have witnessed both store reps and IHX add Protection plans without customers knowing. New accounts created for both Uverse and DTV while there is an existing account already at the address, by adding a 1/2 or unit number to the new address.

I dont blame the sales people. ATT created and environment of shadyness and thieves..You cant raise snakes 🐍 and hope they turn into 🕊.

Thats the correct link..

www.cordcuttersnews.com/att-reportedly-inflated-directv-now-subscriber-numbers-according-to-new-lawsuit/amp/