After calling in one day to help a customer on a new line issue on port the person on port was trying to take the sale and my manager hung up on them and this happened to another coworker of mine but his was with fraud. My manger told me a few days later that everyone has a quota now and I would like to know if that’s true or not.
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Sales/Retail are not meeting the projected growth or sales. Now you have other teams, that are non-sales related taking in blended role including sales quota.
tldr; yes.
"Partner Sucess Organizations" are a bad idea. I've noticed that since we implemented them, the quality of English they speak has severly deteriorated. There are rampant communication issues that frustrates the customers. Leadership seems to not understand that "language" does not equal "communication". It is an issue intrinsic to culture.
Leadership feels market preasure to outsource instead of beibg intelligently retaining domestic representatives as an advantage. They are pi----g us off and the result is falling morale and a strong distrust in leadership at all levels.
you may think it is stealing, but it is actually result of pure incompetence and absolute garbage training. Half the time out sourced Tier 1 can’t find the line they need to do the port on so they create new lines. Other times they port numbers on top of the wrong number, and sometimes instead of using known systems they decide to do a manual port which causes the number to not actually link to the account.
My personal favorite are the mo--ns that build lines for indirect stores. We tell them almost everyday that building lines for indirects will result in device payment fallouts, and that the activation must be done in OMNI but they still do it. Sure it’s easy to fix if it is some random number, but when its a port, it fu--s everything.
Source: Tier 2 PACT rep.
PS if you want actual help for non billing/non fraud issues stop calling customer care.
Also stop acting high and mighty, almost all of you steal sales from your co workers and other stores, we know because we see you do it everyday.
Everyone has an expectation to sell. If you need someone to do any part of the job for you, they deserve the sale. The only people who don’t are credit team.
Never and I mean never call the port number and speak with our overseas friends because they will just " steal" the new line. Go to the prompt menu and hit prompt 2 to replace a temp number. I learned the hard way last year a family traveling wanted service right away and not wait for a port from a reseller, so I gave them 4 temporary mtns I told them in a few days call the port center and " Replace: " those temporary mtns. The overseas rep ported their mtns but never replaced the temporary mtns. Thus a month later I got a 4 line charge back
I will never ever use a port center rep to do anything anymore. Our quota is high enough, I blame VZW for what's going on. May ,I add Bus 360 pos is a disgrace and should be replaced by a pos system like consumer pos.
You can trust that if they take the sale, they are not getting actual commission for it. It just a costs VZ less because they don’t have to pay you for it. They outsourced all these jobs because they can force these employees overseas to do whatever they are told so if VZ tells them to take over sales whenever possible, they just have to do it or be out of a job immediately. VZ took great advantage of Covid by moving seasoned higher paid employees to home based roles, knowing that they were going to move these roles overseas It was a quick and easy way for them to cut thousands of seasoned but in their eyes, overpaid individuals. I don’t think you’ll be able to do much accept hopefully file a commissions discrepancy (if that’s still a thing) My guess is that they are hoping the majority of people will no go through the hassle and just let the sale get processed with no payout.
Best course of action: Take name, time, date, customer’s account info & then copy & paste it to HR (I doubt anything can be done) but if not then there is “Ethics”. There ain’t no way these peeps somewhere in the world are taking our hard-work away. This “Outsourced” care and other departments are horrible as it is and don’t know how to do their jobs, but now they’ll come after our money? “Try” & deal with consequences.