What happened with Dish was Dish's own fault, they had no internal verification at all and were all but begging for it. They WANTED it because they were trying to sell the company to AT&T and needed to rapidly increase their customer base to inflate stock price.
Once that deal fell through they realized they were going to have to live in the rickety house they built and started to give a crap about quality - but they still had no idea how to get it. They started firing all sales partners with significant amounts of Hispanic sales and made history by being the first major Satellite TV provider to lose net subscribers in a financial quarter. Then they repeated the performance TWICE. I am willing to bet they are about to post their fourth straight quarter of negative growth.
I think its important to note that most of the centers responsible for the problems with Dish were not really call centers but chop shops founded by people fired from real call centers, usually for fraud "over and above the call of duty". These so-called "centers" did not even meet basic criteria any other business would need to be taken seriously such as:
1) English speaking owners/operators
2)a bank account
3) a registered business name
The greedy retailers and brokers knew they could take advantage of the cheap labor and paid such low commissions that there was no way for the center to pay its bills unless they seriously cut corners. Well, they got what they paid for and what they deserved.
Centers that are trying to get serious and clean up their acts need to understand that its not about fraud, and it never has been. Its about churn and making sales that stick and building lasting relationships.
"Fraud" in selling subscription services is nothing other than circumventing systems put in place to reduce churn. If your churn is within tolerance, you can do no wrong. If it isn't, it doesn't matter what you did, it was wrong.
Last edited by MrMike; 04-07-2009 at 02:52 PM..
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