I feel this has to be said...
Two main points I wanted to get off my chest.
1st. As mentioned in another thread...quit posting things off of infocenter. I know VZW employees are doing this too, but VZW has been trying to find ways to get rid of agents. I would like to keep working for the dealership I work for. VZW can fire employees, but they will always have and need customer care reps. But they can and will get rid of agents if they want to. If you see something about a phone from another site or from phonescoop, by all means refer to that, but posting things off of infocenter is not good business. What ever happened to morals today? What happened to the day when businesses could trust their employees with company information?
2nd. Calling customers "reta...
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1st. As mentioned in another thread...quit posting things off of infocenter. I know VZW employees are doing this too, but VZW has been trying to find ways to get rid of agents. I would like to keep working for the dealership I work for. VZW can fire employees, but they will always have and need customer care reps. But they can and will get rid of agents if they want to. If you see something about a phone from another site or from phonescoop, by all means refer to that, but posting things off of infocenter is not good business. What ever happened to morals today? What happened to the day when businesses could trust their employees with company information?
2nd. Calling customers "reta...
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Yep, my thoughts exactly. I have seen the bad side of this firsthand, on how VZw deals with information leaks.
Right now the industry is in for big changes and the one I predict is that One of our major players will be moving to a complete direct supply chain, no agents, but with the addition of national retailers such as RadioShack. Best Buy, etc.
WAKE UP, change is coming.
Previous post with my sentiments;
https://www.phonescoop.com/carriers/forum.php?fm=m&f ... »
Right now the industry is in for big changes and the one I predict is that One of our major players will be moving to a complete direct supply chain, no agents, but with the addition of national retailers such as RadioShack. Best Buy, etc.
WAKE UP, change is coming.
Previous post with my sentiments;
https://www.phonescoop.com/carriers/forum.php?fm=m&f ... »
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Why would they do away with the channel that provides them with the lowest churn rate? ATT started moving things that way and look what happened to them...
Agents are the lowest cost per net add next to web and telesales. Agents have the lowest churn which means they are more efficient at doing their jobs. Agents provide services that a Best Buy, a retail store, or any of the web/telesales wont such as loaner phones. If cellular carriers wonder why their CSI is so low compared to other industries...well, do away with the agent channel and they really would have horrible scores.
Agents are the lowest cost per net add next to web and telesales. Agents have the lowest churn which means they are more efficient at doing their jobs. Agents provide services that a Best Buy, a retail store, or any of the web/telesales wont such as loaner phones. If cellular carriers wonder why their CSI is so low compared to other industries...well, do away with the agent channel and they really would have horrible scores.
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well Best Buy has been selling Verizon for years and has been very good at it. And customers also like the fact that there are multiple carriers so they can see everything right there in front of them instead of a agent sayin "o were better ....cuz i say so..blah blah". If something was way better over the competition I showed the customer. Visual aids work very well. Plus (not saying ALL rep centers are like this --- i happen to vist some very nice ones), but I heard all the time from customers that came into Best Buy about how bad the reps at the Verizon, Sprint, Cinuglar, or whatever store, were to them.....just look at some of the things said by reps on this site. I've even had some really bad experiences. Hell, the Verizon Store b...
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yea BAM, they get an answer all right, the wrong answer. every day i have to deal with people throwing hissy fits because we cant offer them the ludicrous things best buy says we can, or their phones dont do the features the rep at best buy said they do. i hope we do get rid of all agents, resellers, indirect retail etc, all they do is give out mis information to customers who i then have to baby just to calm them down. just today i had a customer come in asking for the 815 mobile office kit. i informed him we dont offer one for that phone but he can contact motorola to inquire about it. he rolls his eyes "i was just at best buy and they told me to come here and pick up the kit cuz u guys have it"......"no we dont even offer them, there...
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