felisviolaceous: (Teeth gnashing)
[personal profile] felisviolaceous
 So I just got a "coaching" from work today.  I'm not getting my required call totals.  Ummmm...when I get the calls then I might get call totals!!!!!  

They wanted an action plan by this Friday.  Not sure what I could do to improve my number of calls.  They want me to get 9calls per hour...however from 7-9am I get maybe 9 calls.  So, I'm now behind.  So, I sent them plan: to keep aftercall at 45min. or less...which is actually 45 minutes LESS than they say is allowable for agents.  And stay available as much as possible.  

Then I put in my side:  I have consistently been keeping my aftercall at around 45 per day.  I have consistently been available for incoming calls over 2hrs per day...this means I'm waiting for a call to come to my phone.  I've kept my customer service score above 95% for over a year.  Since implementation of the Corporatacracy's  "no break if call total not on target" in Dec. I've pretty much have only my lunch hour away from work.  I'm feeling very punished for something I have no control over.  

I'm hoping that the HR person that is part of this "coaching" notice reads and listens.  But, I'm not holding breath...everyone any higher than us cogs only cares about money and so, dear husband...I may be losing this job due to unrealistic standards.  You can damn well bet I will be getting worker's comp from this!!!!

Date: 2011-03-15 05:54 pm (UTC)
From: [identity profile] mouser.livejournal.com
Where I work, they've changed ticketing systems. The new one has time entries on it.

So they can bill the customer and know how busy we are.

But they won't use that to pull bodies off our team or to punish us.

Really.

Because they haven't.

Yet.

Date: 2011-03-15 07:14 pm (UTC)
From: [identity profile] zenhedon.livejournal.com
Yeah I just don't get it how they can expect you to answer more calls than actually arrive at your phone!

Maybe they think you should just whiz through each call so fast you can take lots more (at least when it's busy). And of course when someone shows up for an appt without proper prep or getting the wrong body part imaged...they'll gripe about quality.

What is the term - fast, cheap, or good. Pick any two. If the want quality and all calls answered, it will cost more - by paying more people to be answering, AND those people will spend more time idle when it's not umpteen calls per minute coming in. Otherwise they *must* sacrifice either quality, or speed (ie answering N calls per hour).

Did you really use "coporatacracy"? ;-)

Date: 2011-03-15 08:47 pm (UTC)
From: [identity profile] felisviolaceous.livejournal.com
Well, I was gonna say "Reich" but was afraid I'll have Godwin's Rule and everyone would just ignore me.

Actually, I did not say that sentence at all in my rebuttal. That was just me spewing on LJ.
Edited Date: 2011-03-15 08:57 pm (UTC)

Do your job in a different, better way.

Date: 2011-03-15 10:25 pm (UTC)
From: (Anonymous)
That's what I was told. My job consisted of scanning, coping and picking up the things I scanned and copied. Drive to the site, get the material, bring it back to be marked for scanning and copying, put them on the copier and push a button. How can that be changed?? "I'm waiting for a call to come to my phone". That statement should send up red flags to everyone. If the phone doesn't ring, there's NO CALL TO ANSWER!! Brush up your resume sweety. It only gets worse from here. Hate to say that but afraid it's true. Unless you can by some miracle make the stupid idiots see you can't answer what doesn't exist. Document EVERYTHING to the second, length of call, length of wait in between. And say over and Over and OVER--How can I answer calls that don't come to me??

LLL

Date: 2011-03-17 05:23 am (UTC)
From: [identity profile] alphahaunt.livejournal.com
I know this song and its the nature of the beast, chin up beautiful lady, it will be Flipside soon!

Date: 2011-03-17 11:24 am (UTC)
From: [identity profile] felisviolaceous.livejournal.com
Just wish I could change the tune.

Date: 2011-04-26 02:14 pm (UTC)
From: [identity profile] lihan161051.livejournal.com
Sounds like a problem of broken metrics. I've seen this happen even where I work, where they're careful about it. Something in how they generate their reporting is measuring something it shouldn't, like your available time or something, and the higher level management is only seeing those numbers that are flagging you as an outlier.

I've ranted on this myself, somewhere back there a ways. I have a long running gripe with the way people who don't know statistics and the problems with small sample sets are handling "yes" or "no" customer satisfaction survey results as an average without taking standard error into account -- "your satisfaction is 74.xx%, you need to get that up above 85% .. well, yeah, but with a set that small, the error bars go from 50-something to about 98%, so how much are you reading into that?" ::eyeroll::

It's a bean counting game, and the only way I've found to win it is to game it, which I hate ..

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