roxygirlie1021 Wrote:
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> The MSC had me ask for the target agent 3 separate
> times! I kept trying to tell the scheduler that
> the employees I spoke with told me the target
> agent would not be back in for a while, and she
> kept saying that the client wanted me to keep
> trying. After the 3rd time asking for him by
> name, the employee on the phone got a bit hostile
> with me, wanting to know who I was and why I was
> calling and why I wanted to talk to him. I told
> the MSC that I couldn't ask for him by name again
> and still keep my identity secret (at that point,
> they HAD to know I'm a secret shopper.)
>
> And I heard back from the MSC. No pay
So 14
> phone calls, and at least 30-45 minutes of my
> time, and I get nothing.
>
> I want to keep shopping for this particular
> company, because I have enjoyed working with them
> in the past, but I can't help feel a bit taken
> advantage of in this situation.
>
>
> Mert Wrote:
> --------------------------------------------------
> -----
> > Realistically ~ the MSP doesn't want the
> shopper's
> > cover blown anymore than the shopper, and we
> share
> > the desire to reach and shop the target. I
> have
> > never dealt with an MSP who has unreasonable
> > expectations of reaching the target. Asking
> for
> > the target is usually the last resort, but it's
> a
> > card that's played when no more than five or
> ten
> > minutes of the shopper's time has been spent.
> If
> > that's not the case, forget the MSP.
How could 14 calls result in 30-45 mins of wasted time? If you're making multiple calls, and don't reach the target, you're on the phone for less than a minute ea. time, surely!
You haven't mentioned the company, but it's pretty standard that accepting a target agent shop can result in somewhat of a crap shoot. I've done hundreds of EPMS apt. shops, and it does sometimes happen that you ultimately find the target doesn't even work there anymore; the msc gave you the wrong name; they're asking you to specifically call on the target's day off; the target's on vacation; or has been answering all along using a nickname, and probably a dozen other reasons why the assignment was ill fated to begin with. These situations have caused me to wonder how this can happen - how can the communication btw. the msc and their client be so poor that it takes call after call by a shopper to finally flush out the sad facts - that basically you've got a shop that was fated from the beginning to go nowhere.
If there is anyone out there who has a viable theory on how this happens, (you've been barking up the wrong tree all along b/c of what appears to be failed communication btw. the msc and their client), I'd like to know! I do know that there are "competition" apt. shops out there. I don't know how common they are - but basically one property mgt. company shops an apt. complex they DON'T manage, to get info about how that property mgt company operates, etc. In other words, not all apt. shops are contracted by the property mgt co. that manages that complex or the property owner. So, in that case, I can see where the msc w/b basically operating in the dark - but I wouldn't think that type of shop where one company is "spying" on another, would be a target-agent shop. Anyone out there know?
I've never expected to be compensated for repeated phone calls. My - I'd be rich if I were! EPMS always apologizes in those cases, but honestly, how would one expect to be paid for repeated phone calls? Further, with EPMS especially, you have to prove over and over again the integrity of your shop, and that you were actually there! Imagine how many cheaters would come flooding out of the woodwork if they thought they'd be compensated for repeated phone calls. "Yes - I've made hundreds of calls and spent hours of my time on this shop - now pay me, please!" (An obvious exaggeration there, in order to make a point.)
I've worked for other apartment msc's where this has happened, (failed, repeated calls/wasted time) and I'm those msc's don't pay for wasted phone calls either. It's the wasted trip that you would expect to be compensated for - and even that can be iffy. I have been compensated for a wasted trip, and not compensated for same - it just depends on the msc and the circumstances peculiar to that shop.
As far as the scheduler insisting on your continued efforts even tho you've found that the target is on vacation - I can't help but feel there's got to be some sort of miscommunication there? It's just crazy that a scheduler would expect a vacationing target-agent to magically materialize at the other end of the phone because they are being summoned by repeated phone calls! How can that be? How could anyone expect that? If you're being asked to do the impossible - time to switch MSC's.
If you really enjoy apt. shops (as I do), I would definitely shop for EPMS. I have found them to be fair, and to pay the highest in the industry (far as I know). Yes, their reports are unwieldy, lengthy, and redundant, and you may occasionally find that with a target shop you've been barking up the wrong tree all along, but they are always fair, they support their shoppers very well, they are always reachable by phone, and they never expect their shoppers to do the impossible. But, again, I think it unreasonable to expect to be compensated for phone calls and the resulting wasted time for such - it's all part of the game. If you pace yourself, call 3-4 times - spaced out during the day - for three days with no results, you can always contact them for permission to ask for the target by name. But sometimes, NOT! - sometimes it is completely verbotten to ask by name with that particular shop - and in that case they will put the shop on hold and investigate further w/the client to try to figure out what the problem might be. They would never insist on your continuing to ask by name for an agent on vacation. That just makes no sense. If your msc is asking the impossible - that's a big red flag they are not for you. You're wasting your time with THEM - never mind repeated phone calls!