For The Record
OK, this PAR silliness continues to expand. We've got multi-colored charts and "grades" we are scored on every day. And we're told that the big boss is totally focused on having good numbers.
Are we actually give good customer service? I know I'm not giving the customer as much as I used to. Go the extra mile? Sorry, I have to beat the fantasy numbers.
Now here's the thing, I know for a fact that in my call center we will start to see people getting written up and walked out the door for not meeting their numbers. But the funny thing is, no one can provide me with a non-verbal description of exactly how these numbers are generated.
From what I was just told minutes ago, the director of my call center does not know where these number...
(continues)
Are we actually give good customer service? I know I'm not giving the customer as much as I used to. Go the extra mile? Sorry, I have to beat the fantasy numbers.
Now here's the thing, I know for a fact that in my call center we will start to see people getting written up and walked out the door for not meeting their numbers. But the funny thing is, no one can provide me with a non-verbal description of exactly how these numbers are generated.
From what I was just told minutes ago, the director of my call center does not know where these number...
(continues)
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So, just got an email about some rep that got the monthly "walk on water" award. Published her monthly stats, guess that was to rub our nose in how poor we are. I could actually hear several reps weep and cry out "I am not worthy!" Well, not really.
The amusing thing is, her "repeat calls" were over PAR. So, the best rep in the center can't beat all of the PAR.
Is it me, or can you hear the "brittle" sound in some customer's voices and instantly know that are going to be an "issue".
The amusing thing is, her "repeat calls" were over PAR. So, the best rep in the center can't beat all of the PAR.
Is it me, or can you hear the "brittle" sound in some customer's voices and instantly know that are going to be an "issue".
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🙄 Yes my friend this callcenter is doing the same thing and with as many people that have quit (not fired but quit) this centers days are numbered. If you read my post on "Have you raised the bar" you know I feel you. The numbers jumped from 77% availability to 82% damn near overnite. Not to mention I was just switched over to prepaid where every call has an issue. I went from 86% to about 78% availability with the change. Prepaid is known to be the most f'd up dept in CINGULAR WTF 😕 I refuse to raise the bar or kiss a$$ under these conditions, and the imaginary numbers that probably came from "I haven't answered a phone in 15 years Kathy Dowling" don't compute!!! Reality check people!!!
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