I work for the loyalty department for uverse aka retention aka clg team in a Missouri office. We have about 15 reps getting nothing but disconnect calls (we are leverage reps) so get paid off a save rate metric. Meanwhile other reps are only getting sales or billing calls so are exceeding the save rate metric. Our union said there is a grievance already filed but it's been over a year its been this way. What further action can we take?
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They are not misrouted calls if they're discos. The company can route certain calls to reps. In my office all the previous Summit winners (including myself) get straight discos. The reps that use to be at the bottom get all the F&T's. Has been going on since Jody Garcia took over. Hopefully she retires.
I feel sorry for anybody who is a su---r I mean customer of att. I still make it a point to tell the rude sales people in various stores that I do not buy anything from att anymore.
Everyone I know who is customer of the death star ends up regretting it and moving on.
Your first mistake is assuming that your union is there to help. C W A is a branch of A T & T.
A month ago they opened a call center in Peru with 500 reps taking loyalty calls. This is why you will likely be stuck disconnecting pots service.
As is now known with the Illinois bribery scandal, a t t has no interest keeping or repairing pots/dsl networks. They also have no interest keeping legacy reps.
Do yourself a favor and understand that your situation will get worse and there is nothing you can do about it. Your union sold out a long time ago. Contractors have been a problem for us for decades and the union does nothing to change it during contract negotiations.
Accounts Receivable. They are fully aware, and intend to do nothing about it. They will use it to fire people for not meeting metrics. Don’t transfer, can’t give number out.
This would have never happened at Blue Parkway.
Check the CWA OR Ibew website for your *STATE reps in the union ... they are ABOVE your local president and they will be district/state level reps. A year on a grievance is unacceptable. Best of luck!
You could file a state labor complaint against your manager for intentionally sabotaging your ability to meet metrics and bonuses. Having the exact contract terms for your metrics would be good to add to your complaint. Be ready for stiff blow back.