FCR = BS when it comes to the godaddy way....................
YOU WILL NOT GET BONUS BASED ON YOUR FCR. SIMPLE AS THAT.
I felt the need to explain further how FCR works at godaddy.
Your "Bonus" or commission is solely based on sales, QA score and THE MAGIC OF NOT REACHING FCR.
The original thought for FCR is a great idea. It just doesn't work at godaddy. BECAUSE THEY MAKE IT THAT WAY.
First off, they don't have a toll free number. So, they aren't losing any money
on repeat calls. Secondly, they want you to call back in. It screws the Rep's stats and
it gives them another opportunity to sell you more worthless products and extend
your renewals. That's a "win win" for godaddy. They take money out of the
customers' pocket and then it also keeps them from putting any cash in the Rep's
pocket.
If you can't see that, you must be blind.
Here are the metrics you must obtain to earn your bonus and here is how it works:
85% QA Score
Average sales of $450 per day
78% FCR Score
QA is based on 3 things:
Answering the phone, validating into the account and getting a call back number.
Pretty easy stuff to get 85%. But, QA can take your bonus. Mess up one call, and that bonus you "might" get......will be gone.
Sales of $450 a day.
Sound easy or does it sound hard? Depends on the day.
If they put you in the Sales Que, pretty easy.
But, If you come close to hitting your goals, you'll find yourself magically in a Tech Que.
The tech calls can last up to 2hrs depending on who the customer is and the issue.
Not only will that lose you in sales, it also cuts down on your calls per day (which
cuts down potential sales). You'll also take overflow from other departments
like hosting, SSL and Hosted Exchange. They could be money calls but most
likely they will be tech calls that will be over your head.
FCR....now let's get into the stat that will screw you out of money every two weeks.
78% doesn't sound that bad. But only a few get it. Just enough to let the "talk of money"
filter through the Call Center...I mean "Care" Center.
The customers that call in for help, need help. Most have never done any kind of website building.
Most haven't a clue. Most likely, those will be the ones that buy shit they
don't need. Then the rep will get them off the phone without setting anything
up. So, they will call back. And then call back....and call back. Even if you think you have
them all set up.......they will call back. Even if they have your email address...they will call back.
Your law of averages will be better with the more calls you take. But, that makes for bad customer service.
(So, will you have ethics and take care of the customer? Or beat godaddy at their own game for a chance at a buck.....that you won't get often?)
Then there are customers who "think" they know what they are doing (calls from India fall into this category).
They will call back after they mess shit up over & over and their credit cards never work if they let you process their orders.
You'll have Account Exec's and Hosting Exec's and Web-Builders on accounts.
They will call in after the owner of the account calls in.
That is an FCR hit.
Customer's will forget all their issues when they call in.
And then they will call right back in.
No matter what you do.....they will call back!
And if by chance, your FCR is in line for bonus, with 2 days left in the bonus period,
you will see it drop below the "Mendoza" line for pay. It will happen OVER AND OVER AGAIN!
And if you look close enough, you will see other employees enter the customer's account for no reason with no notes.
Those ARE FCR HITS!
Like I said before, a few will get bonus. And you may get a bonus.
But it will only happen about 2 to 3 times a year......if you make it that long. Most figure it out and move on.
Some don't care. They can make it on $12 an hour and it is employment of some kind.
Side Note:
If you smoke pot, godaddy is a great place to work.
They only drug test at the beginning of employment.
Let us take a little further look at FCR and Sales.
Even if you don't hit bonus, the over all sales of the call center determine if
the SUITS, SUPS and IAT's get bonus.
So, you will always here about "Team Goals", Over All Sales,
Average REP Sales Per team, Revenue per REP, Team vs.Team Sales, Orders Per REP, ect.,...
Why? Because even if you don't get bonus, the fat cats will.
All at your expense.
You see, Bob's not dumb. He knows how to make money. And HE IS making money.
He's making money by not paying you.
Well, he is paying you.......it's just that it is $12/hr.
How people don't see that is beyond me.
Your "Bonus" or commission is solely based on sales, QA score and THE MAGIC OF NOT REACHING FCR.
The original thought for FCR is a great idea. It just doesn't work at godaddy. BECAUSE THEY MAKE IT THAT WAY.
First off, they don't have a toll free number. So, they aren't losing any money
on repeat calls. Secondly, they want you to call back in. It screws the Rep's stats and
it gives them another opportunity to sell you more worthless products and extend
your renewals. That's a "win win" for godaddy. They take money out of the
customers' pocket and then it also keeps them from putting any cash in the Rep's
pocket.
If you can't see that, you must be blind.
Here are the metrics you must obtain to earn your bonus and here is how it works:
85% QA Score
Average sales of $450 per day
78% FCR Score
QA is based on 3 things:
Answering the phone, validating into the account and getting a call back number.
Pretty easy stuff to get 85%. But, QA can take your bonus. Mess up one call, and that bonus you "might" get......will be gone.
Sales of $450 a day.
Sound easy or does it sound hard? Depends on the day.
If they put you in the Sales Que, pretty easy.
But, If you come close to hitting your goals, you'll find yourself magically in a Tech Que.
The tech calls can last up to 2hrs depending on who the customer is and the issue.
Not only will that lose you in sales, it also cuts down on your calls per day (which
cuts down potential sales). You'll also take overflow from other departments
like hosting, SSL and Hosted Exchange. They could be money calls but most
likely they will be tech calls that will be over your head.
FCR....now let's get into the stat that will screw you out of money every two weeks.
78% doesn't sound that bad. But only a few get it. Just enough to let the "talk of money"
filter through the Call Center...I mean "Care" Center.
The customers that call in for help, need help. Most have never done any kind of website building.
Most haven't a clue. Most likely, those will be the ones that buy shit they
don't need. Then the rep will get them off the phone without setting anything
up. So, they will call back. And then call back....and call back. Even if you think you have
them all set up.......they will call back. Even if they have your email address...they will call back.
Your law of averages will be better with the more calls you take. But, that makes for bad customer service.
(So, will you have ethics and take care of the customer? Or beat godaddy at their own game for a chance at a buck.....that you won't get often?)
Then there are customers who "think" they know what they are doing (calls from India fall into this category).
They will call back after they mess shit up over & over and their credit cards never work if they let you process their orders.
You'll have Account Exec's and Hosting Exec's and Web-Builders on accounts.
They will call in after the owner of the account calls in.
That is an FCR hit.
Customer's will forget all their issues when they call in.
And then they will call right back in.
No matter what you do.....they will call back!
And if by chance, your FCR is in line for bonus, with 2 days left in the bonus period,
you will see it drop below the "Mendoza" line for pay. It will happen OVER AND OVER AGAIN!
And if you look close enough, you will see other employees enter the customer's account for no reason with no notes.
Those ARE FCR HITS!
Like I said before, a few will get bonus. And you may get a bonus.
But it will only happen about 2 to 3 times a year......if you make it that long. Most figure it out and move on.
Some don't care. They can make it on $12 an hour and it is employment of some kind.
Side Note:
If you smoke pot, godaddy is a great place to work.
They only drug test at the beginning of employment.
Let us take a little further look at FCR and Sales.
Even if you don't hit bonus, the over all sales of the call center determine if
the SUITS, SUPS and IAT's get bonus.
So, you will always here about "Team Goals", Over All Sales,
Average REP Sales Per team, Revenue per REP, Team vs.Team Sales, Orders Per REP, ect.,...
Why? Because even if you don't get bonus, the fat cats will.
All at your expense.
You see, Bob's not dumb. He knows how to make money. And HE IS making money.
He's making money by not paying you.
Well, he is paying you.......it's just that it is $12/hr.
How people don't see that is beyond me.