"Unhappyrep2" Vents

I received this comment today, but I wanted to make it a post so everyone could see it. "Unhappyrep2" makes some valid points. See below:

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unhappyrep2 has left a new comment on your post "Ground Rules":

The company has done it again. One of the senior reps has been let go by our fearless leaders for numbers and not meeting sales objectives.
It is wonderful that the company continues to raise sales objectives while they continue to raise prices. The southeast is the only region that has sales objectives. It is increasingly harder to sell, save, and offer to any customer because of the economy and especially when a customer comes on a rep's line wanting to remove all services from their line because they dont' need or can't afford them. There are bundles the company advertises but reps cant offer without begging a coach or center leader to let/offer the customer that promo to get a sale. And if a customer wants to remove something they are usually transferred several times and senior reps that know better take care of the customer and remove what they want taken off because it can't be saved. As well as the reps being pushed to sale/save, the coaches and center leaders are as well. It is wonderful that the company has on line offers that give the customers free shipping/activations on products we are suppose to sell while raising our objectives to unattainable numbers.? To the few of us that are over or at the objective that is great, please keep it up, your job is at stake. To the ones of us who are not and are having a hard time; if you are on a step plan for not meeting your numbers, notice how your coach always helps the ones who dont need help?? It has been documented in terminated reps files that were on a plan not to coach or assist. It is logical that senior reps should not need help in selling over priced services, but one given day a rep was off work and called the companys toll free number and pressed the option for new service and got Fl and Ga 40 times in a row. What's up with that. Notice how the incubee's get alot of new or transfer orders?? How the senior reps get problem calls and irate customers? And behold, if your numbers are low and you are on a plan, how that is the type of calls you get? Not new or transfer, but removing services, changes to your services or billing disputes( Questions about your bill)?? OF COURSE it is not gated. How dare we think such things? And as far as the sales objectives, the reps ( no offense ) in the wireless stores try to save customers money by adding services to their account that actually increase their bill, while at the call centers we have to go through months of incubation, they train for as little as a week, and we get the calls/complaints about a rep at the wireless store, or vendor that called or went to the front door of the customer and added the "free long distance" that does have a monthly recurring charge and we are suppose to save that cusomter from removing services by explaining the benefits of a much higher bill and it is great to pay for something you never used before and will never use, and the bottom line is they dont' get the training and are told different things to look at than we are when offering products and services. And please explain why a customer will pay for shipping and handling and activation when they can go to a wireless store and not have to pay those fees? And why when you click the links to the wireless services we offer do they get to offer phones that we can't??? It makes no sense for a customer to order a product they can't see when they have the opportunity to see it in person for less money than ordering from a call center?? And if a rep is fortunate enough to sell a wireless product, when they call to activate the product they are told that if they cancel that order, and order it through "them" they can get free activation and shipping and handling.?
Alot of us use to love going to work.... When the sales objectives were based on sales calls! When it was sales or support, the sales objective was much much less. It has done nothing but increase since the beginng of the company merger/takeover, " Our world conquered"
And the vendors that go door to door actually came to my neighborhood and promised me
"free long distance" with no montly recurring charges. Many calls come in and we are told that a vendor with broken english could not be understood, or fluent english speaking vendors were told "No, I don't want to change anything' are slammed with products and services they didn't want. The company should give those customers a "gated call" that goes to a center that handles nothing but vendor sales so "sales reps" can/maybe get a sales call for new service or to buy or add products or services. No, that is wishful thinking! Notice that if a rep handles complaings efficently and resolves customer disputes that take a very long time over the "allowed" talk time, that is what they seem to get the majority of???? No, the calls are not gated. Notice how if a rep gets a call and the "sell" a loaded line, they get more calls to add products or services? Notice that if a rep gets a call for new service to meet a "rule of number of new calls distributed" that they are for customer out of region, like Tx or Ca? Notice that if a rep gets a call for a customer wanting a certain product, it is not available in the area, and then the rep gets 4 more calls in a row to add that product/service to their account but it is not available??? Thank you company for not gating the calls!!
Rember when it was support or sales the support reps had sales objectives of xxx amount per day? And now that we all are expected to be higher than the sales objectives, the sales quotas are outrageous???

Many believe that certain centers are going to be closed when the strike takes effect, and that the temps, ( again, no offense ) are only hired because they will not have to pay the " benefits" when such event occurs??

Notice any favoritism in your center or department?? Would it matter if you made a complaint? Well, of course it would!! You would be targeted as a rep that cause trouble, and you would be on a step plan faster than lighting, or you would be held accountable for things that others get away with, such as promotions with "things" in your file for the same things that an equally qualified rep has the same "things" in their file but because rep # 2 is vocal about unfairness or questions things that goes on, the rep # 1 keeps quiet and agrees with everything is the one that is rewarded with a promotion?? Seems fair to me. Not. Favoritism does not exist in the company...love coporate America!


Thanks for the opportunity to vent!! More later.....

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This is a perfect example of why people need to UNITE and take a stand when you are not being treated FAIRLY!! The union is in place to HELP you. If you are, or have been treated unfairly by your supervisor, your supervisor's supervisor, or even higher than that, make the union work for YOU and FILE A GRIEVANCE. You have rights as an employee, and the union is here to help ENFORCE those rights.

As far as the issue of the ever-increasing sales goals, that is where bargaining comes into play. The current contract does not expire until March 2010, but negotiations for the next contract will begin NEXT YEAR. Everyone, write down your complaints, concerns, and desires. BRING THEM TO THE BARGAINING TABLE!! Nothing can be accomplished if no one ever draws attention to the issues that trouble our RSCs and SSRs everyday. No, the company will not be required to yield to your every whim. Yes, they will negotiate back. (The company wants what is best for them, not what is best for you) But, at the same time, they realize that for a contract to be created and ratified, both parties, the union members and the company, MUST reach a mutual agreement.

REMEMBER, IT IS YOUR MONEY, YOUR HEALTH BENEFITS, YOUR JOB SECURITY, YOUR EMPLOYEE MORALE, YOUR CAREER. LET YOUR VOICE BE HEARD!!

Upcoming Raise

Well, everyone, March 30, 2008 is the day we get yet another raise by having CWA Representation! If you look at the grid in the contract, find where you are now, and slide one column to the right. Then, in June, we'll go down one step, then down another step in December. See? THREE raises each year, as promised! Enjoy the extra cash! :-)

Union Payscale Kicks In

As I mentioned in the last post, the contract has taken effect, so that means that everyone has moved to the payscale chart found in the contract on Page 47. I got a 30¢ raise, myself! :-) (Remember how I said my last year's merit raise was only 32¢?) On March 30, 2008, we'll all shift to the right one column, and get yet ANOTHER raise. For me, that will tack on another 11¢ per hour. Then, in June, which is 6 months after the date the union "launched", we move down a step, giving me another 36¢ per hour! Let's add that up: 30¢ + 11¢ + 36¢ = 77¢ per hour more than what I was making for pretty much the entire year of 2007. Did anyone happen to get a 77¢ per hour merit raise last year, by chance? (If you did, congratulations, but now, you don't have to half kill yourself working your butt off to be #1 in the Carolinas Market to get that big of a raise each year) See what I've been saying, folks? Having CWA means MORE MONEY IN YOUR POCKET!!

Remember, this is how the payscale works: Start where ever you are currently on the payscale. On March 30, 2008, move to the right one column, but on the same step. On the 6-month-after-union-launch-date we will move down one step. (i.e. Union Launch date was December 9, 2007, so on June 9, 2008, we move down a step) Then when you come back around to Union Launch date again, (December 9, 2008) we move down another step! Then, the cycle repeats for 2009. See? Just like I said, THREE PAY RAISES EVERY SINGLE YEAR!!

So, which would you rather have? One raise per year, or THREE raises per year?

Contract Now in Effect

As of December 9th, 2007, the contract between CWA and AT&T is in effect. Just in case anyone has forgotten exactly what they voted for, let's recap:

Pay Increases: I don't know how much everyone else got last year, of course, but my so-called "merit raise" last year was only a measly 32¢ per hour raise, and I was one of the top 5 reps in the entire Carolina's market in the Summer of 2006. Had the union contract been in effect, I would have gotten an 87¢ per hour raise when you add all THREE raises that you get EACH YEAR together. Let's weigh that one out: Hmm...which would you rather have? 32¢ more per hour, or 87¢ more per hour? Gee...that sure is a tricky one...

Health Benefits: In case you missed what the company's 2008 "health benefits" package is for non-bargained employees, it goes something like this: Employee only has an $1,100 deductible, Employee + spouse has a $2,200 deductible, as does Employee + children. Think, people! If you were to be in a car accident and rack up a few thousand dollars of medical bills, at least $1,100 would come out of YOUR POCKET!! If you and your spouse / child(ren) were covered, $2,200 would have to be paid by...not AT&T...not the insurance company...that's right, Y-O-U. No "ifs", "ands", or "buts" about it, folks. With the Union health benefits, practically everything in-network is 100% covered with you only coming out of pocket for a very small co-pay. (Doctor visits are like $15)

Vacation / PTO: There have been some misconceptions and misinformation thrown around about this category. People seem to read the contract and think they only get 10 days of paid-time-off now, as opposed to the 23 we used to get. Well, while it is true that only 10 days of it are considered "vacation", you also have "holidays", "excused days with pay", and "sick days" that are in addition to vacation days. If you count up all of the holidays that you could possibly have off, including designated and floating, plus the excused days with pay, you have a possible total of 24 days off with pay. Now, here is where the main difference comes into play: SICK DAYS DO NOT TAKE AWAY FROM YOUR VACATION TIME, HOLIDAYS, OR EXCUSED DAYS WITH PAY!

Voice in the workplace: If you are having a problem at your store that you feel needs to be addressed and you are not getting any results from your management team, you can file a grievance with CWA and have the issue addressed. Without a union, if management doesn't want to discuss it or change it (whatever the case may be) they don't have to honor any of your requests whatsoever. They can always tell you, "Look, if you don't like it here, there's the door...go find another job!" Now, many of you may be fortunate enough to have an excellent manager like my store does, but think about the people who don't have that luxury and are covertly discriminated against for one reason or another, or the manager shows favoritism toward one employee over the rest.

Bargaining for YOUR Future at AT&T: Without a union, the company can make changes whenever they want, and they DON'T need your permission. If you don't like the changes, (i.e. The pay-cuts and decreases in health insurance) again, there's the door... Don't let it hit you in the butt on your way out... With the union, we get a seat at the bargaining table to tell AT&T, "This is what WE want in exchange for our services." We all get to sit down and discuss our salary, our PTO, our health benefits, etc. Once they are put in black & white on paper and signed, AT&T CANNOT alter it or fail to adhere to it, because it's a legally binding contract. So, even if you're not completely satisfied with the current contract for whatever reason, if you plan to stay with the company for any length of time greater than 2009, (and I sure do) then WE NEED THE ABILITY TO BARGAIN! With the rising costs of health care and companies continually cutting costs from where ever they can, it is crucial to have a union. The non-bargained workforce are where the cost-cutting takes place. BE GLAD THEY CAN NO LONGER CUT OUR PAY AND HEALTH BENEFITS!

IT IS NOW OFFICIAL!!

As written in the E-mail sent by Alison Hall, VPGM of the Carolinas, to every NC retail employee:

“Effective October 2, 2007, we were notified that the Communications Workers of America (CWA) is now the collective bargaining representative for the Retail Sales Consultants (including the Home Sales Consultants) and Sales Support Representatives in the state of North Carolina.”

WOO-HOO!!!!

OK, now to business: I'm sure that everyone will have questions regarding the things that were promised to you:

• Pay increases
  
• Benefits improvements
  
• Vacation (PTO) changes
  
• Grievance procedures (your voice in the workplace)
  

(Speaking of just benefits, aren't you glad we don't have to enroll in those ridiculous benefits for 2008? $2,200 deductible?!? What's up with that?!?)

If you have questions, you may direct them to myself: cwa4nc@carolina.rr.com OR you may visit this page and find your area's local CWA Union Hall.

Again, I would like to extend a HUGE

THANK YOU

to everyone who signed a card!!

We couldn’t have done it without YOU!!

YEAH!!!! WE GOT MORE THAN 50% + 1!!!!

This E-mail is from Dave Coker:

Brothers and Sisters,

I just wanted to drop quick line to let you know the arbitrator in Atlanta has verified that we have the 50%+1 required for CWA representation. Actually, we turned in 21 cards over the 50%+1 we needed.
The next step is that the arbitrator will send a letter notifying AT&T that CWA is now the sole bargaining agent for AT&T Retail employees. That letter should be sent tomorrow and the company should send out an official notice via email to all employees affected by the change.

What do all these big words and fancy terms mean?? Well, simply put, you're now (unofficially) union!!

Welcome to the family.

In Unity,
Dave
--
Dave Coker
CWA Local 3607
Cell:336.392.9742
Office:336.230.1211

CWA- Defending Worker's Rights in North Carolina for over half a century!

TIME TO CELEBRATE!!

Another Look at the Top Stores

The following stores are at 100% voting YES! for CWA:

Westover Terrace - Greensboro
Bridford Parkway - Greensboro
Pyramids Village - Greensboro
Stratford Road - Winston Salem
Summit Point - Winston Salem
Hanes Mall - Winston Salem

*** WAY TO GO ***

The following stores are not quite at 100%, but are VERY close:

Charlotte:

Center Lake Drive
Independence Boulevard
Park Road

Raleigh:

Poyner Place
Triangle Town Center

Wilmington:

South College Road

Asheville:

Patton Avenue

I would like to extend a huge

THANK YOU

to these stores for their support!!