Hi. It is Monday, December 10, 2013, and I just got terminated from Talk2Rep because I preferred treating my customers with respect and actually empathizing with them versus approaching them like tricks meant to be turned out.
Let me start by saying that as a Talk2Rep associate, I chatted with prospective AT&T customers who clicked the CHAT button on the ATT.com website. The position functioned on a commission-based structure outlined below:
OPCH refers to the average orders per hour, while Net Rep Sat refers to customer survey scores. Let me quickly state that I outperformed the majority of my peers on both scales. This permitted me to average about $11.15 per hour on every paycheck.
I want to talk about both scores, but let us start with customer surveys. AT&T screws over many of its customers. This means calming them down with polite words and also showing empathy. I liked to go beyond just corporate speak and actually LOL/SMH with customers. It showed them that I was a human being who understood. I never, ever sugarcoated anything. If the website malfunctioned, I admitted it. If ATT did a customer over badly, I admitted it. And customers loved me for it.
Next, I want to talk about OPH. So our hourly rate was/is dependent on sales. The thing is that many factors prevent us from getting a sale:
Website errors. The Safari browser does not work well with ATT. Many times I had to have a customer load up another browser to finish the order. Did I get credit for this sale? NOPE.
Website errors. There is a 'zipcode' error that was in place during my whole two months at Talk2Rep. It forced me to have customers call or visit a store to make an idiot. Did I get credit for this sale? NOPE.
Website errors. There are additional errors that constantly popped up to prevent me from obtaining a sale. Did I get credit for this sale? NOPE. Did AT&T try to fix the error? NOPE.
Basically, I lost at least 5 sales per day due to AT&T's incompetence. Never once did Talk2Rep managers or AT&T representatives apologize.
Not did Talk2Rep apologize for accidentally not including $30 to $80 due to us on our November 29th paychecks.
Warning To You
I write this today to warn you about getting a position with Talk2Rep. I got the hang of the job and performed very well for awhile. Here's the thing -- the majority of the agents average $7 an hour for every pay period. Talk2Rep and AT&T work in tandem to keep your performance levels low. If you do perform well, expect them to find a reason to terminate you immediately.
Talk2Rep is a slimy "temp"-type agency that thrives on the economic hardships experienced by most Americans to take advantage of people. They are not interested in hiring quality agents. They hold a high turnover ratio for a reason. They want only to run you through the system and mold you into a factory-grade automaton who gets the job done.
Quality? Efficiency? These things mean nothing to Talk2Rep. Nor does honor, integrity and dignity. They are nothing more than the labor arm of AT&T, a corporation that makes billions a year but apparently cannot afford to rectify a few website errors. Why? Because the company doesn't really care about either its customers or its employees . . . period.
Let me start by saying that as a Talk2Rep associate, I chatted with prospective AT&T customers who clicked the CHAT button on the ATT.com website. The position functioned on a commission-based structure outlined below:
OPCH refers to the average orders per hour, while Net Rep Sat refers to customer survey scores. Let me quickly state that I outperformed the majority of my peers on both scales. This permitted me to average about $11.15 per hour on every paycheck.
I want to talk about both scores, but let us start with customer surveys. AT&T screws over many of its customers. This means calming them down with polite words and also showing empathy. I liked to go beyond just corporate speak and actually LOL/SMH with customers. It showed them that I was a human being who understood. I never, ever sugarcoated anything. If the website malfunctioned, I admitted it. If ATT did a customer over badly, I admitted it. And customers loved me for it.
Next, I want to talk about OPH. So our hourly rate was/is dependent on sales. The thing is that many factors prevent us from getting a sale:
Website errors. The Safari browser does not work well with ATT. Many times I had to have a customer load up another browser to finish the order. Did I get credit for this sale? NOPE.
Website errors. There is a 'zipcode' error that was in place during my whole two months at Talk2Rep. It forced me to have customers call or visit a store to make an idiot. Did I get credit for this sale? NOPE.
Website errors. There are additional errors that constantly popped up to prevent me from obtaining a sale. Did I get credit for this sale? NOPE. Did AT&T try to fix the error? NOPE.
Basically, I lost at least 5 sales per day due to AT&T's incompetence. Never once did Talk2Rep managers or AT&T representatives apologize.
Not did Talk2Rep apologize for accidentally not including $30 to $80 due to us on our November 29th paychecks.
Warning To You
I write this today to warn you about getting a position with Talk2Rep. I got the hang of the job and performed very well for awhile. Here's the thing -- the majority of the agents average $7 an hour for every pay period. Talk2Rep and AT&T work in tandem to keep your performance levels low. If you do perform well, expect them to find a reason to terminate you immediately.
Talk2Rep is a slimy "temp"-type agency that thrives on the economic hardships experienced by most Americans to take advantage of people. They are not interested in hiring quality agents. They hold a high turnover ratio for a reason. They want only to run you through the system and mold you into a factory-grade automaton who gets the job done.
Quality? Efficiency? These things mean nothing to Talk2Rep. Nor does honor, integrity and dignity. They are nothing more than the labor arm of AT&T, a corporation that makes billions a year but apparently cannot afford to rectify a few website errors. Why? Because the company doesn't really care about either its customers or its employees . . . period.
Hey, I know this is about a year later, but I actually am reading this after I applied for the job and received notice today, that I got it. I start training this Monday, March 17th, 2014. I was wondering if you had any advice... I'm a college student doing this for the money that I desperately need... What was their reason for firing you? Did you like the job at first? How easy was it to get sales from the customers? It'd be nice if you took time to get back to me and maybe answer a few of my questions. Thanks though and I really liked your review, you were in depth and honest. Oh and by the way did you have to pay a $50 background check fee? I had to, at least I'll get it back within two weeks (once I pass training and start working.) *hopefully* .-.
ReplyDeleteThis article might be somewhat outdated since they have changed their payscale from commission based, and some of the internet browsers issues might have been fixed...the best of luck
ReplyDelete