Thread regarding AT&T layoffs

Leadership says "it's unethical shouldn't do it- then turns their heads the other way. They are obligated to say it's wrong but never bring it up again until this behavior is repeated and say the same again. DTV customers should be upgraded to new equipment if they choose, just like wireless.

This behavior goes on every day!! It's how most RSMs, ASM and ARSMs..not all but most were promoted. It's a cycle that repeats. Unethical reps, normally 1 or 2 per store are outpacing the rest of the team by 50-60% the other reps report blatant COBC violations the mangers turn a blind eye because it helps them, and they too know the game too well. If you notice those same reps layout multiple days at the end of the month. As RSM they will have frequent absence, are late frequently and work short days

I agree with 'jughead.' It's impossible to prove what happened during the sale. If opus says the person whose social is ran can get new service at the address wih the information put on, it is not on the rep. Opus needs to be configured properly to realize when new service is or is not available at a current address. I used to work with comcast and we had a system for dishonest customers trying to flip on their own. There is absolutely no way the T can punish any prior flips on DTV but can on installs after the warning. Fix opus and problem solved.

problem with account flips is that they all require new installations- which cost money

new equipment- which costs money

customers get new customer discounts that they would not otherwise qualify for- which costs money

Causes a cancellation and return of all the equipment on the old account- which costs money

Agents are getting sales bonuses that they would not normally qualify for- which costs money.

fact is that it hurts the whole company's bottom line. Plus, the retention agents get penalized and money taken from their pockets when they have to process disconnections for things like this. Flips are bad all around and need to be dealt with harshly

Just saying, people shouldn't lose their jobs over something so gray. Especially when literally everyone is/was in on it from arsms to rms to reps alike. This would be a mass exodus of employees the company couldn't afford to lose. This should be treated as a 'don't do this anymore from this email blast on forward' since they can not, by law, pick and choose who they fire over the same offense. I see them firing a few and leaving others that did the same thing. THAT itself is unethical and something the company can not afford to fight. That's like 2 people committing murders. 1 killed 10 people and the other killed 1 person. The person who killed the 10 goes to jail while the other gets away free. Makes no sense. The 'T needs to let it go as a verbal warning. (The email blast sent from vpgms)

trying to justify unethical behavior?

How can people be fired over it? It's impossible to prove. Customers flip all the time with every other company after their 1 year or two year deal expires. All a rep has to say is they didn't know, since a customer can easily walk in and say they want new service. Opus just lets the order go through and none are the wiser. There would be so many wrongful termination suits since they can not claim people did this maliciously.

That is a Cobc and when I was in cor people were dismissed over that.

No Gray area....wrong is wrong but hey when did that ever stop the T from doing it!!!

In my store they are telling us if the customer is out of contract on dtv to sell them on uverse TV if available. For tablets they are telling to kill old tabs and activate new numbers for customers. Just seems shady since procedures are to get the customer to call retention if they can't work nothing out then I guess flip would be OK.

There was information shared on the percentages of flips recently. It was clear this only hurts T from the presentation. Executives are now positing on CSP to not create false churn and flip existing DTV households.

churn and burn them!! definitely fraud.

They would have to fire the entire company for this, technically there is nothing wrong. (Don't do it anymore obviously) there were NO coachings against this, and hell, on tchat the managers were all crowing and toasting themselves with the inflated 'sales.' Plus it is all legit. One account cancelled and another one created with a different customer and ssn# even the almighty scumbags higher up would have an impossible time firing people over it. This is not like the big myatt fiasco where accounts were accessed without customers present. Money is legit swapping hands and new accounts are created for different customers. Ugly, yes, wrong, no. Would they rather a customer swap for a lower rate or cancel altogether and go elsewhere? Just say you built value to no avail and offered as a final solution. You're only doing what you perceived as right to save and retain a customer. Then tell them to promptly go screw themself.

Why would the company flip customers to uverse TV? the first line of what that person just said should be a red flag for any employee.. Because we all know that clearly we weren't flipping people to uverse TV.

Mine too but I refuse to do it and in return get 1's. I'll be gone soon.

Sounds like my store