Customer handset renewals
I have a question for CSR's-
1st off, I work indirect and we use ICAM to do customer account management and we get customers coming in all day long that want to do handset upgrades. that being said. Sometimes in the ICAM system it says that the customer is not elligable for a renewal however when i call into C.C. they say that the customer is elligable for full discount on a handset with of course an extension of the contract. with that,(i know this is long, sorry) My company will not let us do an over the phone upgrade/renewal any more because when we send in hand written renewal contracts to T-Mobile that they say it isn't concrete enough and so now we need to print the contract off of the ICAM system. Well if the link on the system says ...
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1st off, I work indirect and we use ICAM to do customer account management and we get customers coming in all day long that want to do handset upgrades. that being said. Sometimes in the ICAM system it says that the customer is not elligable for a renewal however when i call into C.C. they say that the customer is elligable for full discount on a handset with of course an extension of the contract. with that,(i know this is long, sorry) My company will not let us do an over the phone upgrade/renewal any more because when we send in hand written renewal contracts to T-Mobile that they say it isn't concrete enough and so now we need to print the contract off of the ICAM system. Well if the link on the system says ...
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The reason customer care cannot change the contract dates is becasue some dealers were actually scamming the company and getting commissions they did not deserve. The program clearly states the customer must be within their 11th month of service on a qualified plan to qualify thru the dealership. No exceptions. It's because of the few that the many have to suffer. 🙄
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However, we are fully empowered to do indirect dealer upgrades. You call us up, give us the new IMEI and we renew the contract using your dealer code so you get paid for it. If your managers aren't letting you do this, they're jerking you out of money you could be making on eligible customers who have a contract for some other reason. We cannot and will not do it the way you want us to, by invalidating the current contract. Do it our way, you do get paid... 😎
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Aleq said:
However, we are fully empowered to do indirect dealer upgrades. You call us up, give us the new IMEI and we renew the contract using your dealer code so you get paid for it. If your managers aren't letting you do this, they're jerking you out of money you could be making on eligible customers who have a contract for some other reason. We cannot and will not do it the way you want us to, by invalidating the current contract. Do it our way, you do get paid... 😎
True, however even if a customer is eligible for CIHU program through direct stores or customer service, even if we follow the rules and do this when the customer is on the 11th month of their contract due to an indirect dealer upgrade...
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Has any C.S.R. been fired for doing this (changing contract dates)?
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