At at&t digital is Now part of the metrics for reps. scenario: cx is repeat caller for PA, always wanting more and more time to pay. Reps educate the cx that the dates on the at&t app are the same as what reps can give. Me to cx have you tried changing the PA on your app? cx, yes, I need more time though. Me well we have the same dates available, I cannot extend any longer. My manager: you did not walk the cx through the app therefore your metrics will be affected and it will reflect on whether you keep your job or not. 3 bad metrics, then counseling, if metrics don't go up then write up, one more bad metric then fired! The stress is not worth the money we make. So many reps have left since at&t has decided to Demand that the cx use the app for everything. We are suppose to Educated the cx on how to change their plans, make payment, and PA, make insurance claims, etc. The future for cx care is not looking good!
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At&t managers have no idea what customer service means , more so good customer service.
So sad , can tell you T-Mobile has good customer service. They do no push you to use the web etc