(From an Agent Manager) help/advice in the training process

I haven't worked in wireless for a couple years, but I don't think much has changed on that end. YOU are the difference. If you make a strong impression on people and are a valuable resource to them, they will see Cingular in a more favorable light. Be very approachable, and always go the extra mile to help the reps. To them, you are the face of Cingular, the same way a sales rep would be the face of Cingular to a customer.

Be more than helpful to their needs. Nothing makes me more mad when my RAE ignores my calls and emails. I like to be informed of news on a daily basis, ive hard RAE's in the past who never told us a thing about new and upcoming news.

I used to work in Best Buy's wireless department (I was actually offered the job of RAE once, but turned it down [I still regret that move]).

The best thing you can provide is your own presence. Pop in often, say hi, bring pizza... things like that.

Keep them informed of what's going on in the company. Let them be in the know, they can be more confident selling Cingular that way.

And be available. If somebody calls, answer. If you can't answer at least return the call.

Oh... and bring stuff. Those people LOVE stuff. Be it pens, note pads, t-shirts, backpacks... whatever. They eat that stuff up (I have more Cingular stuff than I know what to do with and I'd still take more if offered). That stuff will spread around really fast a...
(continues)

Someone who takes care of issues so I don't need to spend time on the phone with customer care or agent queue.

I have a very well trained staff and management team. If we are in the right I will not have them spend time chasing down a manager if the first rep we call doesn't understand current policy. We don't create a bunch of issues she must fix but when we call we expect the ones we do need help on be resolved quickly and without significant time being spend cutting Cingular red tape.

In your particular category I'd say make sure they're completely educated on Cingular courses and policies. As a national retailer it's easy for them to misrepresent our products and services.

stop by more that once every 2 months, offer tips instead of telling reps to do things like sell features. make there reps feel like they are important to cellular retail and last but not leaset DONT haggel them just because t-mobile had a better promo last week and it sold more that yours. sorry....i just remeber working at W.A. and our reps killing us all the time. there was nothing worse that you t-mo reps asking why you sold more vzw phones last month, then you vzw rep coming in asking why you sold more sprint than vzw, then your sprint rep asking why you not averaging $50 in features and why %50 of phones are returned.

okay my rant is over.

my cingular rae kick butt though.