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David 's Comment on
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Main thread--Charter Billing Practices
State: White Posted: 10/25/2008 Subject: An Employees Perspective 
Comment: You're correct in saying that Charter doesn't doc our pay for disconnects and downgrades. I work for the sales department, and I still make $11.56 whether I upgrade, downgrade, or disconnect a customer. However, commission is adversely affected by downgrades, extending promotions,and disconnects. We're paid 11% of what we sale. For example, if I sale $700 in services, I earn $77 in commission. Disconnects and downgrades adversely impact a sale's agent's commission, and I'll explain how. Anytime we disconnect an account, remove services, or a downgrade a customer it reduces our revenue. Let's revisit the scenario above: So far, I've had a pretty good day. I've sold about $700 worth of services and I'm looking forward to closing more deals. My job is stringent on my ability to sale, so I'm excited that customers are signing up for our services. But then customers who are having billing issues or need to downgrade begin coming into the sales queue(because they think they'll get faster assistance or because they didn't feel like selecting the correct department). John is moving out of state and needs to disconnect his account. John spends about $150 per month for all three services. I take care of John. Rosa needs to disconnect because she just lost her job. Rosa spends $80.00 per month for her unlimited phone and cable. Next, Joe the plummer calls because his bill has increased by $35, and he doesn't understand why. After I explain that his introductory rate has ended, he asks if he can sign up for a new promotion. "I apologize sir, but your promotion has ended. We extended the promotion to you on the basis that you would pay the everyday low price once the promotion has ended," I responded, "Therefore, you are no longer eligible for introductory rates." Joe refuses to accept the fact that his promotion is over. He clears his throat to make sure that he has my full attention. "I want to disconnect my services. I can get a better deal with direct and Quest." Of course, I don't want to see him move on to another company, so I gain approval to lower his bill by $35.00 in order to satisfy him. Well Joe isn't satisfied by the offer and decides to keep the phone service and drop television. I disconnect the television service as requested, and my revenue drops by another $100. In the example above, I lost a whopping $330. As a result, the $700 dollars that I earned in sales was reduced by $330. My earned revenue is now $370.00 dollars and my commission is $40.70. So it can be said that we loose money by disconnecting and downgrading customers. Most sales agents won't give promotions to existing customers. If you're adding on another service or upgrading they will gladly extend the promotion, but if the transaction results in negative revenue, then he or she is forbidden to do it. Not only will he or she loose commission, but they will be subject to corrective action for negative revenue. The mission of the sales department is to sign customers up for new services and to convince existing customers to try additional services. If you need a promotion, connect to the retention department! |
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