No logic, rhyme, or reason to it.
Time for a rant. Subject, that ill-conceived notion of the PAR Report. (Yes, the phrasing of PAR Report is redundant, I know.)
First off, why was it created in the first place? Well, I do not know the exact answer but I can make an educated guess. Parameters of course had to be set so that employees will make enough money for the company to offset their wages that they employees make. The PAR Report was more than likely designed to monitor performance on an agent level to ensure adherence to the parameters set.
Makes sense doesn't it? On the surface it does, until you see the effect it has on the agents and management as well. If the report is not met, management presses the issue to their subordinates and that has the "domino effect" ...
(continues)
First off, why was it created in the first place? Well, I do not know the exact answer but I can make an educated guess. Parameters of course had to be set so that employees will make enough money for the company to offset their wages that they employees make. The PAR Report was more than likely designed to monitor performance on an agent level to ensure adherence to the parameters set.
Makes sense doesn't it? On the surface it does, until you see the effect it has on the agents and management as well. If the report is not met, management presses the issue to their subordinates and that has the "domino effect" ...
(continues)
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I've been told by a sup that you get dinged for Repeat Call if another department has to look the number up. So what department does NOT have to look up a number to assist a customer? THis means that if you get a customer that needs to go to RM/C/FS and you transer like a nice person you would get TWO dings, one for the transfere and one for a "repeat call" when the other department looked up the customer. Heck, I can see multiple reps getting dings from ONE customer call.
So, if my sup/manager can't give me a consistant explaination of HOW the numbers are GENERATED, how the heck am I supposted to MEET them?
So, if my sup/manager can't give me a consistant explaination of HOW the numbers are GENERATED, how the heck am I supposted to MEET them?
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😳 I love telling other reps .... sorry I can't transfer you!!!
true story .... I spent 40 minutes (back in the day of misrouting for Blue Tiger) trying to find the correct department for another rep ... I got off the call and though, now why the hell did I just spend all that time doing someone elses job???
true story .... I spent 40 minutes (back in the day of misrouting for Blue Tiger) trying to find the correct department for another rep ... I got off the call and though, now why the hell did I just spend all that time doing someone elses job???
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I agree but now I see the unholy light, I am avoiding transfers like the plague and even helping CSE reps. avoid transfers.
We just got of training that we can call RM for partial payments and just give them the customer's credit card/bank account to make the payment, this way we avoid the transfer and get the payment done at the same time.
I agree PAR sucks but other people are making it and making me look bad so I am trying some new tactics. I will explain more after my break or later tonight with more queue time.
We just got of training that we can call RM for partial payments and just give them the customer's credit card/bank account to make the payment, this way we avoid the transfer and get the payment done at the same time.
I agree PAR sucks but other people are making it and making me look bad so I am trying some new tactics. I will explain more after my break or later tonight with more queue time.
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