Correct Sales Location
Please make sure that you are putting the sales rep in the correct area. Most of the time this shouldn't be an issue because they won't pull up in any other area, but we have had some problems with this. It can become a big problem when, for example, an office manager tries to show his reps how many accounts they have so far. Any of the accounts in the wrong area will not show up and will not be counted unless they were to look and find them in other areas.
Please just make sure all of those vital pieces of information you fill out are 100% correct.
Linx Madness
As most of you know, today is the first day of the Linx Madness competition. It will be a week and a half of some good competition with some awesome prizes for the reps. This should make things get back to the way they should be around here, really busy. I know it has been kind of slow and you have been finding fun and exciting ways to keep yourselves entertained here at work, but as things pick up and get busier I would like to see those go away. If you don't know what these are, just ask and I'll tell you.
Entering AT&T
When you login on the dishnetwork retailer site to enter an AT&T account, you need to put in the correct login and password. The login is Office and the Password is linx1875. Please don't use any of the other logins.
Monday, June 22, 2009
Wednesday, June 17, 2009
June 17, 2009 Memo
BBQ For Hitting 85%
Yesterday we had an 86% install rate which means we hit our goal! This Friday at 1:00 we will have a BBQ outside. We will provide the food, you come and eat. We will need to just make sure the phones are getting covered so you'll need to go in waves. Thanks for all your hard work and helping us hit our goal!
Albuquerque office in Roswell NM
The reps in Albuquerque are selling in Roswell and the installers are going to go out there and stay for a few days. The only installer that are going are Kevin and Jason so you should not schedule anyone else from Friday to Monday. They both will have helpers so they can do more jobs. Jason can do 7 a day and Kevin can do 6. Don't schedule any jobs after Monday for now. If it fills up and they need to stay longer we can do that but we will let you know if you can start scheduling anything past Monday.
Scheduling at Night
The sweeps go through the schedule each night and make sure all the installers have the correct amount of jobs and that they aren't having to drive all over the state. We have had a couple of problems with the qualifiers scheduling jobs that don't fit the installers schedule well after the sweeps have finished going over it. From about 9:00 on will you please be 100% sure that any job you schedule fits the installer's schedule.
KaKu Dish Kits
From now on when you are pulling KaKu dish kits you can pull the box if it says "1 qty." If it doesn't say this on the box, you need to pull the individual pieces. There are two different sizes of KaKu dish kits so if you are pulling individual pieces you need to make sure they fit together. Ask Shannon if you have any questions about this.
Yesterday we had an 86% install rate which means we hit our goal! This Friday at 1:00 we will have a BBQ outside. We will provide the food, you come and eat. We will need to just make sure the phones are getting covered so you'll need to go in waves. Thanks for all your hard work and helping us hit our goal!
Albuquerque office in Roswell NM
The reps in Albuquerque are selling in Roswell and the installers are going to go out there and stay for a few days. The only installer that are going are Kevin and Jason so you should not schedule anyone else from Friday to Monday. They both will have helpers so they can do more jobs. Jason can do 7 a day and Kevin can do 6. Don't schedule any jobs after Monday for now. If it fills up and they need to stay longer we can do that but we will let you know if you can start scheduling anything past Monday.
Scheduling at Night
The sweeps go through the schedule each night and make sure all the installers have the correct amount of jobs and that they aren't having to drive all over the state. We have had a couple of problems with the qualifiers scheduling jobs that don't fit the installers schedule well after the sweeps have finished going over it. From about 9:00 on will you please be 100% sure that any job you schedule fits the installer's schedule.
KaKu Dish Kits
From now on when you are pulling KaKu dish kits you can pull the box if it says "1 qty." If it doesn't say this on the box, you need to pull the individual pieces. There are two different sizes of KaKu dish kits so if you are pulling individual pieces you need to make sure they fit together. Ask Shannon if you have any questions about this.
Friday, June 12, 2009
June 12, 2009 Memo
Installer Priority List
Please use the installer priority list. You need to understand that Tony promises the installers that are high on the priority list more jobs, so when they see others who are not as high as they are with more jobs it creates problems. Please have it open on your computer and refer to it everytime you schedule a job.
Scheduling Service Calls
When scheduling a service call, you should do all you can to put it on the original installer, even if you have to move jobs off that installer. (In this case if you are a qualifier, you need to send it up to the sweeps to handle. Please do not rearrange the schedule). The only reason you shouldn't put a job on the original installer is if the cx asks to not have him/her come back. In this case you should be specific about this in the notes. Also with the notes, you need to be very specific about the reason for the service call. Tony is having problems figuring out who is responsible to pay for the service. He needs to be able to pull up the account and clearly see the reason for the service call and who is paying for it.
International Packages
If a customer is getting an international package(Spanish packages not included) a special dish is required. So from now on we need you to be copying and pasting in the notes the orbitals and the type of dish. This will be located under the claim and account numbers.
Please use the installer priority list. You need to understand that Tony promises the installers that are high on the priority list more jobs, so when they see others who are not as high as they are with more jobs it creates problems. Please have it open on your computer and refer to it everytime you schedule a job.
Scheduling Service Calls
When scheduling a service call, you should do all you can to put it on the original installer, even if you have to move jobs off that installer. (In this case if you are a qualifier, you need to send it up to the sweeps to handle. Please do not rearrange the schedule). The only reason you shouldn't put a job on the original installer is if the cx asks to not have him/her come back. In this case you should be specific about this in the notes. Also with the notes, you need to be very specific about the reason for the service call. Tony is having problems figuring out who is responsible to pay for the service. He needs to be able to pull up the account and clearly see the reason for the service call and who is paying for it.
International Packages
If a customer is getting an international package(Spanish packages not included) a special dish is required. So from now on we need you to be copying and pasting in the notes the orbitals and the type of dish. This will be located under the claim and account numbers.
Wednesday, June 10, 2009
June 10, 2009 Memo
Linx Phone Activation Fees
When entering the phone activation fees, make sure the $99.00 is in the Activation Fee box and not the Equipment Fee box. We get taxed on Equipment fees so its important that you enter it in the correct box.
Also with Linx phone, if the cx is not doing auto pay, make sure you put in the configuration box Line 1 Non Auto Pay Phone.
If a cx is getting a second line with Linx phone, there is no additional upfront cost. The third line will be an extra $29.99.
Scheduling AT&T
Qualifiers need to be scheduling the AT&T follow-up calls under DSL Administrator on the schedule. This should be scheduled for one to two days after they are scheduled to get their modem in the mail.
When entering the phone activation fees, make sure the $99.00 is in the Activation Fee box and not the Equipment Fee box. We get taxed on Equipment fees so its important that you enter it in the correct box.
Also with Linx phone, if the cx is not doing auto pay, make sure you put in the configuration box Line 1 Non Auto Pay Phone.
If a cx is getting a second line with Linx phone, there is no additional upfront cost. The third line will be an extra $29.99.
Scheduling AT&T
Qualifiers need to be scheduling the AT&T follow-up calls under DSL Administrator on the schedule. This should be scheduled for one to two days after they are scheduled to get their modem in the mail.
Friday, June 5, 2009
June 5, 2009 Memo
Qwest Bundle
Please disregard the item about the qwest bundle from yesterday. We have been instructed to let the sales rep know that the cx will cancel current bundle and resign up for stand alone qwest internet.
Account Follow-up
Please remember to follow up on each account that you qualify at the end of each day. We will get you more of those half sheets to use. For each account that is unable to build we want you to write "unable to build" in the notes section and put the install date next to that. You will need to make sure those sheets get turned in at the end of the night.
Salt Lake Installers in Wyoming
Be aware that the Salt Lake office reps are in Wyoming today and tomorrow. This means we will have installers in Wyoming on Monday and Tuesday. Cody will be the only installer there on Monday and Cody and Issac will be there on Tuesday. Please schedule them accordingly and don't put Salt Lake jobs on them for those days.
Salt Lake Availability
If Salt Lake is full we can pull Trenton from Provo to do Salt Lake jobs if he doesn't have any jobs on him in Provo and if his schedule is opened up for jobs.
Problems with Wrong Addresses
We have been having some problems with installers not being able to do installations because they have a wrong address and can't find the house. Please double check the address when the sales rep gives it to you. Have him repeat himself if necessary.
Pulling DirecTV Equipment
For KaKu dishes we can no longer pull the whole box. We have to pull each piece of the dish individually. Please refer to the paper on Tony's cupbord for a picture of each piece(beautifully drawn by our own Jenny). We will no longer pull any two-way switches.
Reminder: Splitters are for when we have to use a Swim. (We only use a swim when the cx has five or more tuners and has HD programing or if the cx pays the extra cost for one). There is a 4-way splitter and an 8-way splitter. A 4-way will be used with a four receiver job. An 8-way splitter will be for anything over four receivers and up to eight.
Switches
We use switches when we have 3 or more tuners (HD/DVR and DVR receivers have 2 tuners, HD and D12 receivers have 1 tuner). A 3X4 Switch is use for a four tuner job, a 3-8 satellite receiver output is used for a job that is up to 8 tuners. If you have Questions PLEASE ASK.
Please disregard the item about the qwest bundle from yesterday. We have been instructed to let the sales rep know that the cx will cancel current bundle and resign up for stand alone qwest internet.
Account Follow-up
Please remember to follow up on each account that you qualify at the end of each day. We will get you more of those half sheets to use. For each account that is unable to build we want you to write "unable to build" in the notes section and put the install date next to that. You will need to make sure those sheets get turned in at the end of the night.
Salt Lake Installers in Wyoming
Be aware that the Salt Lake office reps are in Wyoming today and tomorrow. This means we will have installers in Wyoming on Monday and Tuesday. Cody will be the only installer there on Monday and Cody and Issac will be there on Tuesday. Please schedule them accordingly and don't put Salt Lake jobs on them for those days.
Salt Lake Availability
If Salt Lake is full we can pull Trenton from Provo to do Salt Lake jobs if he doesn't have any jobs on him in Provo and if his schedule is opened up for jobs.
Problems with Wrong Addresses
We have been having some problems with installers not being able to do installations because they have a wrong address and can't find the house. Please double check the address when the sales rep gives it to you. Have him repeat himself if necessary.
Pulling DirecTV Equipment
For KaKu dishes we can no longer pull the whole box. We have to pull each piece of the dish individually. Please refer to the paper on Tony's cupbord for a picture of each piece(beautifully drawn by our own Jenny). We will no longer pull any two-way switches.
Reminder: Splitters are for when we have to use a Swim. (We only use a swim when the cx has five or more tuners and has HD programing or if the cx pays the extra cost for one). There is a 4-way splitter and an 8-way splitter. A 4-way will be used with a four receiver job. An 8-way splitter will be for anything over four receivers and up to eight.
Switches
We use switches when we have 3 or more tuners (HD/DVR and DVR receivers have 2 tuners, HD and D12 receivers have 1 tuner). A 3X4 Switch is use for a four tuner job, a 3-8 satellite receiver output is used for a job that is up to 8 tuners. If you have Questions PLEASE ASK.
Thursday, June 4, 2009
June 4, 2009 Memo
AT&T
When qualifying for AT&T you have to put the whole order through. Just checking the availability is not enough. It is your job as the qualifyer to put the whole order in and then copy the confirmation number and paste it in your notes in SatTracks.
Submitting Service Requests
When submitting a service request, you need to copy the SR# and paste that in the notes. You also need to copy the service request itself and put it in SatTracks. When submitting these service requests you need to go to Self Service >> New >> Credit Info >> New Subscriber Inquiry.
Qwest Bundle
We have previously told you that when a Qwest cx shuts down the phone portion of their Qwest bundle, it shuts down the whole thing. Shannon found out today that this is not the case. It may shut down their service for up to 24 hrs., but does not cancell his/her internet service.
When qualifying for AT&T you have to put the whole order through. Just checking the availability is not enough. It is your job as the qualifyer to put the whole order in and then copy the confirmation number and paste it in your notes in SatTracks.
Submitting Service Requests
When submitting a service request, you need to copy the SR# and paste that in the notes. You also need to copy the service request itself and put it in SatTracks. When submitting these service requests you need to go to Self Service >> New >> Credit Info >> New Subscriber Inquiry.
Qwest Bundle
We have previously told you that when a Qwest cx shuts down the phone portion of their Qwest bundle, it shuts down the whole thing. Shannon found out today that this is not the case. It may shut down their service for up to 24 hrs., but does not cancell his/her internet service.
Tuesday, June 2, 2009
June 2, 2009 Memo
Qualifying DirecTV
Do NOT schedule a directv account unless it has an account number. We've had several instances where someone has scheduled the cx when they didn't qualify. When this happens and it isn't caught, the installation takes place, but can't be activated. The installer then has to take the equipment down. This costs LINX a lot of money and should not happen again.
Nightly Closing Duties
From now on when we print out the cancels at night, we are now ALSO printing out the postpones. If you don't know how to run this report, talk to Shannon, Joel, or Matt.
Scheduling
Do NOT over schedule installers. Look at their name and see if they have any instructions on how many they can take or what they can do and schedule accordingly. Shannon talked to everyone about the installer priority list yesterday. Every one of you should have it open all the time on your computer and refer to it every time you schedule a job.
Do NOT schedule a directv account unless it has an account number. We've had several instances where someone has scheduled the cx when they didn't qualify. When this happens and it isn't caught, the installation takes place, but can't be activated. The installer then has to take the equipment down. This costs LINX a lot of money and should not happen again.
Nightly Closing Duties
From now on when we print out the cancels at night, we are now ALSO printing out the postpones. If you don't know how to run this report, talk to Shannon, Joel, or Matt.
Scheduling
Do NOT over schedule installers. Look at their name and see if they have any instructions on how many they can take or what they can do and schedule accordingly. Shannon talked to everyone about the installer priority list yesterday. Every one of you should have it open all the time on your computer and refer to it every time you schedule a job.
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