Thoughts, observations, critiques, applause.....?
I wrote this as an official letter to send to my MO, TL, and my center's MO as well. I just thought I'd throw it out there to see what you all think, since my TL calmed me down about sending it out right away....
To whom it may concern,
Recently Cingular Wireless implemented a policy by which it rates the performance of its call-centers’ employees. These metrics are collectively known as PAR, and they measure 4 parameters: Average Handle Time (AHT), Availability (Your time logged into the phone, minus the after-call work and hold time), Short Calls (defined as calls less than 20 seconds), and Transfer Rate. These were introduced in an effort to standardize employee reviews. In actual practice, however, these metrics do not effectively...
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To whom it may concern,
Recently Cingular Wireless implemented a policy by which it rates the performance of its call-centers’ employees. These metrics are collectively known as PAR, and they measure 4 parameters: Average Handle Time (AHT), Availability (Your time logged into the phone, minus the after-call work and hold time), Short Calls (defined as calls less than 20 seconds), and Transfer Rate. These were introduced in an effort to standardize employee reviews. In actual practice, however, these metrics do not effectively...
(continues)
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Wow. i'm in awe. You have just summed up everything we are all thinking here in this call center, but I could not put into words as you have.
Would I please be able to print that out and hand it into my supervisor too? On that note, I would think it would be a great idea if a lot of rep's did the same thing, it would show the people higher up that we are ALL concerned about this and they might take it more seriously.
Would I please be able to print that out and hand it into my supervisor too? On that note, I would think it would be a great idea if a lot of rep's did the same thing, it would show the people higher up that we are ALL concerned about this and they might take it more seriously.
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The funny thing is that everyone in my center DOES know about this, and they are all concerned. I wrote a half-professional summary to my TL, and was amazed to learn that even the MO of our center knows that the AWIT is silly. Now, they didn't give me any info about what they are doing about this, which prompted, well, this letter. If the center's MO would have pulled me aside, not for coacj=hing, but to give me the real time estimate of our relationship w/ cingular, I would have appreciated it. But no, I am a lowly rep, so I get no info whatsoever except a friendly "We'll see what happens"
Sigh
Sigh
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Mmmmm, I am ambivalent, because I have not submitted it at my center yet.
I would say no, but I am not copyrighting it or anything. If you want to submit it, make it known it was not written by you, but by a rep that mirrors your sentiments. Also, if it suits you better to create your own, but plagarise from mine, that would be best.
I would say no, but I am not copyrighting it or anything. If you want to submit it, make it known it was not written by you, but by a rep that mirrors your sentiments. Also, if it suits you better to create your own, but plagarise from mine, that would be best.
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i have a suit @ my center from cingular...i want to hand him this because it seems that no matter how much we boycot this criteria that has been set out for us it never makes it past the senior directors of our centers. it might be because that dont want to put our contract in jeopardy..i dont know, but i mean if we really want action taken on this it needs to be taken up with the actual client.
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Agreed, good idea, go to the feedback section on the Cingular website and past it in then send it off, keep doing it once a day, and have everyone do it as well. With their altering off it in their words. I think that might get the message out to the higher ups.
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kudos to you, you have summed up a lot of posts in here, and cleaned up the language to a corporate level of acceptability. I would submit this letter, as it addresses concerns from my TDMA centre as well. Perhaps cingular mangement team needs to hear it from front line as well as from our management , before they accept the dtails as facts.
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Wow, somebody used the thesaurus or their mighty brain power. I am VERY impressed upon this feat of epic proportions that you have gathered here in this scrupulous example of what an employee can cognitively piece together.
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I'm trying to find a way to organize a group of people to call the main cingular # and hang up on cingular reps for an hour or two each night, so maybe cingular will GET THE PICTURE that when a customer MAKES it a short call its not the rep's fault!
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does 1-800-331-0500 work from canada? if so i know what ill be doing on my breaks all week! 🙂
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Maybe one of us should start a new post and outline exactly what to do and why. We think that we should concentrate on 1 specific market to maximize our effectiveness. We should all call into cingular, give the same wireless # and we would all drop short calls on the reps there, instead of all over the country. Any ideas or comments?
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HA HA HA HA HA HA HA HA HA HA HA HA HA HA HA!
A-HA A-HA
HA HA HA HA HA HA HA HA!
Phew.. 😁 😢 😁
Seriously, that would be great, especially if you interrupted their greeting to say, "HAW HAW, have fun trying to make AWIT!", then hang up. That'd burn 'em!
A-HA A-HA
HA HA HA HA HA HA HA HA!
Phew.. 😁 😢 😁
Seriously, that would be great, especially if you interrupted their greeting to say, "HAW HAW, have fun trying to make AWIT!", then hang up. That'd burn 'em!
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I think we should call our TL ext and just hang up on them all day. It wouldn't accept anything it would just pi$$ them off. 😁
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Naw, don't do that. As I said, even my center's MO knows. Maybe he doesn't know to the degree we know, and maybe he knows things we don't, but he knows that AWIT is silly. My TLs (I've had 2 since PAR came along) have been and still are just as boggled by the whole scenario. No, we need to find out who was the person directly responsible for mandating PAR. Then we do a drive-by eggin! 😁
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