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Favorabilis Solitud
May 18, 2006
And that's the way it was.

Modern Day Hercules posted:

Man y'all got it rough. Call time isn't even a recorded metric where I work. One time a dude put me on hold and forgot about me and I let it sit on hold for over a half hour.

I've fantasized about this happening to me some days. But no, they always remember I am on hold...*sigh*

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Colonel J
Jan 3, 2008


It would happen pretty often to me (like once a week) that instead of hanging up, the cx would just put the phone down or on hold. Sadly my call time was counted but those minutes I could squeeze out were so precious. The silence was so precious. I did get caught though but they didn't really cared.

Loving Life Partner
Apr 17, 2003

You want to file a WHAT!?

Oh boy, you guys can't even imagine how little I care about my job right now. I'm like 40 days out from leaving forever. Walking out that door for the last time, mmmm mm.

EDIT:
Seems like the right time too, as the performance gestapo seems to be clamping down here. Apparently a full year of bad answer performance is finally spurring changes. Are we hiring more reps? Maybe, but they're implementing something called "performance based scheduling" which after watching a video sounds like they'll be changing your schedule at will every 6 months to a year after evaluating business needs.

Also we're getting new phone systems and new routing technology, which someone indicated was similiar to another call center they worked at where they could track people more individually throughout the day and probably start sending people home with bad performance on slower days.

Loving Life Partner fucked around with this message at Apr 3, 2014 around 16:11

blackmet
Aug 5, 2006

I believe there is a universal Truth to the process of doing things right (Not that I have any idea what that actually means).

New position requires only 4 hours a day on the phone. So far, I like it, and even the phone portion isn't too bad. Except for on thing...

Each day, we get an email stating who met productivity standards and who did not, written in a dickish tone, by a senior manager who's not even in our center. I had the day off yesterday (got a new dog, wanted to get him acclimated to his new home). Came in today to this email:

Hello, you were on the phones for 0% of the time you were scheduled. Please provide your manager an explanation as to why.

I shot back an email to him and copied in my manager stating:

Hello,

Please refer to the vacation calendar screenshot listed below. I was approved for this day off. I will be on the phones at my scheduled time today. If you have any further questions, contact my manager. Thank you!

This apparently pissed him off...but it got results! Email was later sent to the entire team from my manager stating "we will be handling this differently starting tomorrow. However, if you have to email him or anyone else, please be positive and professional."

Provided I don't get a write up (99% chance of not) I won!

Nocheez
Sep 5, 2000
Because your old avatar was way too big and sucked pretty hard
:I


I think you handled it perfectly. You can always claim that you thought you were being polite and accurate.

martyrdumb
Nov 24, 2009

pants are overrated


blackmet posted:

New position requires only 4 hours a day on the phone. So far, I like it, and even the phone portion isn't too bad. Except for on thing...

Each day, we get an email stating who met productivity standards and who did not, written in a dickish tone, by a senior manager who's not even in our center. I had the day off yesterday (got a new dog, wanted to get him acclimated to his new home). Came in today to this email:

Hello, you were on the phones for 0% of the time you were scheduled. Please provide your manager an explanation as to why.

I shot back an email to him and copied in my manager stating:

Hello,

Please refer to the vacation calendar screenshot listed below. I was approved for this day off. I will be on the phones at my scheduled time today. If you have any further questions, contact my manager. Thank you!

This apparently pissed him off...but it got results! Email was later sent to the entire team from my manager stating "we will be handling this differently starting tomorrow. However, if you have to email him or anyone else, please be positive and professional."

Provided I don't get a write up (99% chance of not) I won!
There is literally no need for this type of communication to be coming straight from a higher-up to an employee. That's why bullshit middle managers exist, to make sure that you aren't bothered by this poo poo. You should only be discussing your metrics in a weekly/monthly meeting with YOUR manager. Hopefully dumbass gets a slap on the wrist from above, because he was going about it all wrong in the first place.

blackmet
Aug 5, 2006

I believe there is a universal Truth to the process of doing things right (Not that I have any idea what that actually means).

Nocheez posted:

I think you handled it perfectly. You can always claim that you thought you were being polite and accurate.

Nocheez posted:

I think you handled it perfectly. You can always claim that you thought you were being polite and accurate.

I think I was being polite. A bit firm, as at the VERY least he should be checking that kind of thing before making the schedule and sending the email accusing me of being a slacker.

Fil5000
Jun 23, 2003

HOLD ON GUYS I'M POSTING ABOUT INTERNET ROBOTS


Loving Life Partner posted:

Oh boy, you guys can't even imagine how little I care about my job right now. I'm like 40 days out from leaving forever. Walking out that door for the last time, mmmm mm.

EDIT:
Seems like the right time too, as the performance gestapo seems to be clamping down here. Apparently a full year of bad answer performance is finally spurring changes. Are we hiring more reps? Maybe, but they're implementing something called "performance based scheduling" which after watching a video sounds like they'll be changing your schedule at will every 6 months to a year after evaluating business needs.

Also we're getting new phone systems and new routing technology, which someone indicated was similiar to another call center they worked at where they could track people more individually throughout the day and probably start sending people home with bad performance on slower days.

Are they talking about doing any sort of preferences for your schedules or shift bidding? Because if you get stuck with straight up "match supply to demand" scheduling then depending on how they configure it you can get seriously hosed over. The software will just poo poo out a load of schedules that your resource and planning team (or whatever you call them) then assign people to. It's great for meeting demand but it's loving horrible for staff.

Loving Life Partner
Apr 17, 2003

You want to file a WHAT!?

They're going to be doing a ranking system, where your overall performance metrics and rank in the company determines what schedules you'll have access to.

It still sounds incredibly hosed to me. There's a lot of questions they aren't answering yet, because this won't go into effect until next year (and I couldn't possibly care less), but yeah.

Fil5000
Jun 23, 2003

HOLD ON GUYS I'M POSTING ABOUT INTERNET ROBOTS


Yeah, that sounds like shift bids, but with "seniority" (which a lot of places use for working out who gets the shift if multiple people want it) swapped out for a performance metric. That is almost certainly going to suck for the people left there when it goes live.

SiGmA_X
May 3, 2004
SiGmA_X

blackmet posted:

New position requires only 4 hours a day on the phone. So far, I like it, and even the phone portion isn't too bad. Except for on thing...

Each day, we get an email stating who met productivity standards and who did not, written in a dickish tone, by a senior manager who's not even in our center. I had the day off yesterday (got a new dog, wanted to get him acclimated to his new home). Came in today to this email:

Hello, you were on the phones for 0% of the time you were scheduled. Please provide your manager an explanation as to why.

I shot back an email to him and copied in my manager stating:

Hello,

Please refer to the vacation calendar screenshot listed below. I was approved for this day off. I will be on the phones at my scheduled time today. If you have any further questions, contact my manager. Thank you!

This apparently pissed him off...but it got results! Email was later sent to the entire team from my manager stating "we will be handling this differently starting tomorrow. However, if you have to email him or anyone else, please be positive and professional."

Provided I don't get a write up (99% chance of not) I won!
You sounded positive and professional to me. I would give you high marks.

martyrdumb posted:

There is literally no need for this type of communication to be coming straight from a higher-up to an employee. That's why bullshit middle managers exist, to make sure that you aren't bothered by this poo poo. You should only be discussing your metrics in a weekly/monthly meeting with YOUR manager. Hopefully dumbass gets a slap on the wrist from above, because he was going about it all wrong in the first place.
I agree regarding direct manager should handle this. However, my direct manager at both callcenters I was out published public metric data daily. I now am in accounting, and my department (but not me, I do real work or no work) have metrics, and they are published publicly within the department on a daily basis. I see no problem with daily metric review, I review my personal goals daily too...

blackmet
Aug 5, 2006

I believe there is a universal Truth to the process of doing things right (Not that I have any idea what that actually means).

My old department had public metrics, but you really wouldn't be talked to about them by anyone but your manager. I was actually in charge of sending out a weekly email that had everyone on my team listed on it, along with metrics used to determine if you bonus. I usually sent it with no comment, though near the end of each quarter I might say "two weeks left to go. If you see something you don't like, nows your chance to change it!"

This department is much smaller. With no public stats. And actually no formal metrics for the phones as of yet. What the manager was doing was saying "Thank you to (list of people who met my arbitrary standard). There were x # of people who didn't meet my arbitrary standard. Please send your manager an email stating why." Then you'd get a private email like the one I got before.

Me and another guy did get pulled into a conference room by our direct managers to be told our emails were a bit "icy," but they understood why we were upset. The manager sending this out has never managed people on the phones before. Mine was a phone rep for 16 years before moving on to management. That sort of stuff used to irritate him too.

The manager monitoring this now just going to send the info to them, they'll talk to us if they have questions. We even had a chance to discuss possible things that could be done to make things a bit easier and more efficient in general, on both the processing and phone side. It actually wasn't bad. And I met the arbitrary standards in my phone shift yesterday.

EvilHawk
Sep 15, 2009
This space
intentionally
left blank

I'm getting out! Sort of. Maybe. Eventually.

I've got a secondment in a new department (no more speaking to customers!) that was meant to start on the 28th of April. Two of my friends also got jobs in this department, but on a different team, and were due to start on the 22nd. Thursday they get an email from our new department saying that, due to "business demands" in our current department, their start date has been delayed until the 5th of May. Nothing comes to me but my friend gives me a heads up just in case, and goes for a meeting with our boss. He claims to know nothing about it.

Yesterday we go in to find an email from the head of our department apologising, saying we weren't supposed to find out like this, nothing's been agreed, but to make it easier we're all now going to start on the 5th. Er... what? If my friend hadn't said anything to me I'm wondering when they would've bothered to mention something was up. So I'm kind of pissed at this point but there's not much I can do about it, I'm not about to start arguing with the department Head.

In the afternoon I get called over by our boss again. He says they've had a chat with our new department and arranged something different. He claims that basically the issue is we're not hiring enough staff - this is completely wrong. The issue is the training. Over the last few months they've decided to merge the sales and service teams into one big team where everyone does everything. I guess that kind of makes sense. However, they've also decided that sales always comes first. So, all the new hires, including the 15 we took on a few weeks ago, will be trained on motor sales first, 3 months later on service, 3 months later on household sales, 3 months later service. That means it's going to take an entire year to replace anyone who leaves household service - and guess where I work? And almost everyone else who's left over the past couple of months? And where we're busiest?

We've explained to everyone we can that this is really really dumb and is going to leave us incredibly short handed but nobody seems to care. Sales come first, after all! In the meantime, starting the 28th we're going to do the morning in our current department and the afternoon in our new department, for 3 weeks. For me that's not perfect but at least it's a start. For the two other guys (who are actually going up a paygrade) who knows what's going to happen.

Oh, at 4:55 when my boss emailed me to tell me he meant the 22nd. Does that mean I start the 22nd? Or will this half and half period end the 22nd? Who knows because he went home straight away.

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evil imp
Dec 29, 2008


"Well, I can take this job or figure out how to eat air, how bad could it possibly be?"

2 Months pass...

"gently caress you india, gently caress your entire poo poo stain of a country! "
"HELLO? hEllo? hello?" After rattling off some broken English 4 paragraph opening where I might have caught 3 words in 12 the loving moment they stop to catch a breath the Indian hello drills into my sanity. Of course this assumes the cellphone they jammed in a goat's rear end to get better reception didn't cut out 2 minutes into their thesis about why I should give them things. Also you should absolutely speak a language you are not fluent in as fast as humanely possible, it makes you vastly more understandable. If the mean man on the phone informs you he doesn't understand/there is no hindi support just call back, they must have a secret hindi speaking person just dying to help you.

I wasn't expecting to love this job ever but the promise of hourly plus bonus for sales sounded reasonable. How do you qualify for a bonus? Rate of calls converted to sales. Surely the rampant "Tech support doesn't work overnights, we'll just ask the sales team!" and india callers don't count against you for that though, that would be insane! It sure would be is!

Training "Ask open ended questions to determine customer needs"
Reality "Oh how lovely someone has to listen to me, let me tell them my life story while not answering the question."

Answer the question asked in a short and concise fashion? What kind of madman are you!

Yes, when I asked for your order number for your complex fuckfest of failure that shouldn't even be happening on my phone what I secretly meant was send me a tracking number, that is literally the same thing. Good thing I went above and beyond to help you with this by inviting you to email me those order numbers since when you actually called you had nothing at all to indicate the issue you described had even happened.

I.. no... no your virus scan can't run when the machine is.. off... [mute botton, only you can conceal my sobs of dismay]

Sir what I meant when I said what you're asking me is literally impossible is that even if I wanted to do what you just described it is literally not possible. I don't mean "This would somehow effect me or my pay in a negative way so I won't do what you just dreamed up I could do to "satisfy" you" Your idiotic misconception that customer service means doing whatever stupid thing you just invented in your mind not withstanding what I actually am telling you, repeatedly and patiently, is what you are asking for is not possible. No no, ignore me telling you all the ways I could possibly try to help you, don't strain yourself with trying to work with me at all. Sure I'd be happy to get a supervisor to explain the concept not possible to you, maybe he has a degree in special education that will better qualify him.

The cynical voice told me I'd be getting calls from people who are literally incapable of using a website to buy things, optimistic voice told me I would be getting less technical people who just needed to discuss options with a helpful upbeat phone guy. Optimist voice was actually nursing a million dollar a day crack habit, it seems.

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