- If you don't get a sale for every 3 calls you take, you get pulled aside for a coaching session. Which can be very frustrating, because myself and many other employees stand by the issue that not every call is sellable...ie.) customer calls the wrong phone number/ address is not serviceable/customer is very VERY upset and already has an account and needs to get over to customer service to actually resolve their issue, and mind you, we STILL make an attempt to upsell them anyway, while going through every step of the call flow. Despite going over this with our coaches, they will still continue to put us into the fire for not selling on calls like this. In addition, if you have a bad day without getting any sales you can expect to be pulled aside 3-4 (15-30 minutes at a time) during your shift, which is actually eating away at the time you could be utilizing to lock in that sellable call.
- I am denied the right to assist customers. My brand was Frontier, and due to the new territories they adopted, and the technical issues that coinsided with this; wait time for customer service was 4 hours! Being that I was on the sales team, I had to keep up with the strict sales metrics, so as to not get reprimanded as I mentioned above. Likewise, I would have customer either, crying or irate, because of the lack of assistance they were getting. However, my coach would still tell me: "Just send them to customer care, oh...but uh, pretend to look up their account first and try and sell them something (for their Internet service that hasn't been working for the past three weeks.)"
- I don't have a working system. I cannot look up customers account to do my job effectively. We were only given an online application form that is used to process an order...and that doesn't even work, in which case we are left calling our back ordering office/help desk which takes 40 minutes to an hour to process that single transaction.
- They are revenue based commission. Let's say you sell an order that has only Internet. The revenue is considered to be 100.00 BUT, subtract the 25.00 it costs to get the call to you. The 2 calls you did not sell before (- 50.00) which leaves us at 25.00..now take 8-12% of that and..that is how much you are left with. Similarly, it is very easy to go into the negative with this structure, and is really made so that clearlink isn't paying out the commission we honestly deserve.
