MIXED SIGNALS FROM MANAGEMENT: In training we are advised to follow the script verbatim. If a customer calls in and asks for a refund about data overages, we are advised to go into the script, follow the call flow, follow what is suppose to happen, explain to the customer (without us really knowing anything but what is on the script) that these are valid charges and we cannot remove the data overage charges. The customer hangs up (not happy), because they did not get the overage charges removed.
Well, on the floor, we are advised to go through the script and tell the customers the exact same thing. However, even if the charges are valid, we are advised to give the customer the data overage charges because it will reflect badly on the survey if we don't. If the surveys are bad, you get coached.
The whole message to this is to follow the call flow, but at the same time give the customer exactly what they want. This means you are to ignore what the call flow says. What is the point in following the call flow?
Additionally, the sales methods are a little shady. Tell the customer what they want to hear in order to get the sale and then the customer is hit with activation fees on their next bill. The customer then calls in and the whole process starts over (read from the script, tell the customer they are valid, but give the customer the credit for the activation fee). It is a vicious circle that is ultimately hurting customer service and making the customers extremely upset with AT&T or whatever service they are serving at that particular center.
PAY RATE: The pay rate is decent if you are a high school graduate still living at home/with a roommate, or if you are married and both you and your spouse work. If you are a single person who lives alone, with no one else to assist in the bills, you are out of luck unless you work 7 days a week, 9 hours a day.
