Phone CMs

[NJlauren]

Do phone CMs get rewarded (commission or other wise) for booking your stay?

I got a pin code today and couldn't seem to verify my data (moved 3 times and got married in the last 5 years lots of combinations). So I called, the woman I got was extremely nice and helpful, she helped me verify the code and look up my options.

Personally I like to play around online with dates and hotels before I make my desicison. I explained this and she said well if you want to call back can I email you my contact information including my extension, days off and hours I work. I said sure, I haven't had this happen before and thought it was a nice touch.

So now I'm wondering if she gets something if I use her to book, if so I'm happy to call back if not I'll do it myself.

 

[aaarcher86]

Do phone CMs get rewarded (commission or other wise) for booking your stay?

I got a pin code today and couldn't seem to verify my data (moved 3 times and got married in the last 5 years lots of combinations). So I called, the woman I got was extremely nice and helpful, she helped me verify the code and look up my options.

Personally I like to play around online with dates and hotels before I make my desicison. I explained this and she said well if you want to call back can I email you my contact information including my extension, days off and hours I work. I said sure, I haven't had this happen before and thought it was a nice touch.

So now I'm wondering if she gets something if I use her to book, if so I'm happy to call back if not I'll do it myself.

It depends. The telecommuting CMs don't get commissions for selling anything. I've heard some of the call center CMs do, but I don't know if that's accurate. They do get bonuses based on those end of call surveys and/or it alerts their higher ups to bad calls that need listened to.

I'm honestly going to go out on a limb here... I don't think the CMs are supposed to be emailing you anything other than the preapproved emails. Sounds really strange, but I guess things can change.

 

[NJlauren]

It depends. The telecommuting CMs don't get commissions for selling anything. I've heard some of the call center CMs do, but I don't know if that's accurate. They do get bonuses based on those end of call surveys and/or it alerts their higher ups to bad calls that need listened to.

I'm honestly going to go out on a limb here... I don't think the CMs are supposed to be emailing you anything other than the preapproved emails. Sounds really strange, but I guess things can change.

I did give her a very nice rating on the survey!

Did seem slightly strange to me too. The only reason I think it was less strange is when I called it said if you know the 7 digit extension number of the cast member you would like to speak to enter it now. I don't remember hearing that in the past.

So when I got the email I checked and there is a 7 digit extension number. Maybe a change in protocol or procedure?

 

[DisBuckMan]

I'm pretty sure I've seen Rusty mention something about them having bonuses based on "time on the phone vs dollars generated" or something like that. Maybe he'll be along shortly to clear it up.

 

[aaarcher86]

I'm pretty sure I've seen Rusty mention something about them having bonuses based on "time on the phone vs dollars generated" or something like that. Maybe he'll be along shortly to clear it up.

I know that they get a certain amount per average time on the phone. There's a base rate, so basically if your phone times are desirable you get X amount per minute which comes out to an average higher than your base rate (hope that makes sense). But if you have horrible call times, you'll end up getting your base rate.

The amount didn't come into play with it though. Could be different at different locations I guess.

 

[aaarcher86]

I did give her a very nice rating on the survey!

Did seem slightly strange to me too. The only reason I think it was less strange is when I called it said if you know the 7 digit extension number of the cast member you would like to speak to enter it now. I don't remember hearing that in the past.

So when I got the email I checked and there is a 7 digit extension number. Maybe a change in protocol or procedure?

Maybe. I just had a call from GS from a DVC email I sent with a direct call back number. That was a first for me. It was just an email asking to put certain requests on my reservation.

 

[BabyFu18]

I've had CMs email me their schedule, name, telephone number and extension so I could call back and book with them. I didn't think that was weird, but I did think it was something new they were doing, as I've recieved that info via email the last two times I've booked (so two separate CMs within the last 18 months).

Both times I was looking for multiple rooms with a special discount (military offer) and I needed to talk to my family about what was available for our dates and then call back to book. Both CMs were very nice and so I did call them back specifically, one I booked with and the other time I was never able to get ahold of the specific person because of schedule clashes.

I liked calling back someone I had already spoken too, when I called back to book I told the CM we had spoken previously a couple days prior and she was able to pull up my account info and I'm guessing saw what we were talking about and booking from there was very simple.

 

[Micca]

Never heard of this, but it sounds like a nice personal touch. It could be beneficial to Disney too. If a guest feels they have a relationship with a CM, there's a chance the guest could be enticed to engage in an upgrade or additional amenities/events. Sort of like the restaurant server who says "If you're having the special, I'd highly recommend this (high priced) bottle of wine to go with it.