AT&T Wireless Reviews in Oklahoma City, OK Area

Pros

great commission, great phones and great overall customer service

Cons

weird and long hours, dealing with stupid people, closing shifts

Advice to Senior Management

kiss butt in the right area, suck up when top people come into the store

Pros

Benefits! Benefits! Benefits! Althought the cost of health benefits have gone up within the company, due to recent changes in our countries healthcare policies at&t's costs are still relatively low compared to other companies. The monthly stats that you are required to make in order to advance or remain employed are the same for everyone, and clearly explained. My experience with my supervisors has been very fair, and they have always been interested in helping me keep my stats where they need to be.

Cons

Althought the monthly stats are clearly defined they can be difficult to maintain as quality work can take more time, and the time it takes to complete a call is measured as well as hold times etc. Getting approved time off on short notice for appointments or emergencies is very difficult because there are only a certain number of hours a day available. It is also very difficult to move around or advance because of the difficulty of maintaining the required stats.

Advice to Senior Management

I would like to see different requirements for job advancement in the customer service realm. Some of the stats that are required to be metl on the customer service level may have no barring on how successful a person would be in another position.

Pros

Great benefits; opportunity to meet a lot of interesting people; on the cutting edge of technology--great if you are a tech geek like me. In some areas there are very, very awesome people in management but not in Oklahoma City. Unionized! And for good reason.

Cons

Stress, Stress, Stress. Terrible hours and sometimes ridiculous quotas. The individuals who decide your quotas have never been in sales and expect too much sometimes; even in a time of economic crisis in our country. They will push you to your limits. They are not very supportive for time off either. I had torn some ligaments and cartilage in my knee and had to fight for months to get paid and exempt from my time off. I was unable to stand for 8+ hours a day as required and was unable to get cleared for a chair. There is a ton of paperwork to get any time off for anything without getting disciplined. Also, AT&T does not back up their employees. In this business, customers get angry--because of their bill, a policy, etc. Most of the time, it is not even your fault but I have seen people lose their jobs just because a customer said they were rude.

Advice to Senior Management

Take up for your employees a little more. They are not always wrong or trying to work the system. Don't just fold over an assumption.

Pros

Fair Leadership
Great Labor Union realtionship
Great resources

Cons

Multi-tasking on the jobs
It is a great place to work, but require quite too many things to Customer Service Reps.

Advice to Senior Management

More training for Service Reps on Technical Troubleshooting
Provide more tools for Customer Service Reps to analyzing the problems

Pros

It looks good on your resume, the hourly wage is enough to survive on.

Cons

Micro-management, being treated like a child and no flexibility with rules, meeting stats or scheduling.

Advice to Senior Management

Customer service and satisfaction should be something considered more of a goal to achieve than meeting stats and following the rules to perfection. Average handle time, availability and adherence to process mean nothing to our customers. The amount of calls transferred, putting customers on hold while transferring and short call times should not be something to be penalized for when doing these things are necessary.

Pros

Dobson had a great benefits program, and a good work ethic was appreciated.

Cons

The company worked too much in "mom and pop" mode and often wouldn't recognize the need for change.

Advice to Senior Management

Listen to subject matter experts