I don't know where to start. Sutherland global Services is a third party call center for AT&T. T\In this location they take calls for the SE states.
Right off the bat in training class they tell you to lie to the customer and say that we are located in the united states. Which we are not. Im not here to complain about At&T but the structure and behavior of Sutherland's.
They whole purpose of this job is to sell services (cell phones, DSL, home phone, and direct TV) the more you sell the more your likely to make commission that month.
In order to make commission you need to sell $4,800 in revenue worth of products. Where the problem comes in all the things they have set up for you to lose that commission.
CRIFT: A random survey AT&T send to customers who have called in rating our customer service. 1-6 very dis-satisfied, 7-8 neutral, 9-10 very satisfied. The problem with this is that many customers call in already upset with AT&T so when they get that survey they rate you negatively because they are upset with the company as a whole
AUX Time: On the phones when one call is over you instantly get another one so you have to push different buttons on the phones to prevent that:
AUX 2- Breaks
AUX 4- training or coaching
AUX 5- Bathroom breaks
Aux 6- used to call back a customer
AUX0 - used when transferring a customer
Offer Buddy: Needs to be opened on most calls because it shows you what services the customer has and what you need to offer.
These are the 3 main things.
This month I made $5,400 in revenue making me a total of $550+ in commission extra on my pay cheque. But because my offer buddy was not at used 30% of the time but 28% i lost 50% of my commission and because i got a bad survey i lost another 25% of my commission so after all was said and done i am only getting $73.00.
This is not just happening to me to dozens of other people. Now i understand that this is a business but they are burning the people who make them money. so that $500+ i was to make i mean AT&T still pays sutherland for all those sales right?
So where does it go? To the managers and supervisors who make commission off of my revenue before I do. How do i know this? Let say for example I made $3,000 in revenue this month not meeting the monthly goal of $4,800 Sutherland still gets money from AT&T for those sales but the representative that made those sales never see a penny of that.
On another note the bosses are very provoking and harass you if you are not offering everything possible to customers. A customer can call in and say they only want internet but if you dont offer more to them you get penalized. But it doesnt stop there if you dont push the customer after they say no you get penalized.
To the point where a team leader is standing over your shoulder listening to your call and telling you word for word what to say to the customer.
You ever try listening to two people at once especially if one of them is upset?
I just want people to know whats happening because it is not fair.