cheap corporations suck
May. 30th, 2004 09:24 am![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
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techrecoveryOn Friday our manager took the day off, so our team lead decided to play "pretend I'm the manager" as he telecommuted.
Before I tell about his message, I must point out that 2 weeks ago, we were told that contractors (about 80 or 90 percent of this call center) and hourly employees of the company (everyone else excluding team leads) are no longer allowed to get overtime. The team that I'm on had at least 2 people logging overtime on a regular basis to fill the holes in our schedule. In the last 6 months, they have lost a couple of full-time employees. I got hired this month to replace one of the full-timers... but was only budgeted for 24 hours a week (the manager fought and eventually got me full-time). The overnight guy off was for his wedding and honeymoon the week after they announced this, so the coverage planned was shot to hell.
So back to the team lead. He shoots off individual e-mails to people with a list of things they need to improve on based on him monitoring their calls. After that, an e-mail goes out to the whole group about how we're forgetting to ask customers if we can help them with anything else after we resolve their issue. Also, we need to not sound rushed when we speak to customers... but make sure no call is left waiting in the queue for more than one minute. So one of the guys hits reply all and asks which is it, quantity or quality? The team lead's reply can be summed up as: "both".
With all this understaffing, my trainer has had almost no time to train me. The last 2 weeks I spent most of my time on a process where I use an automated process to send pings to the hundreds of properties (hotels) we support and then troubleshoot the ones that don't send one back. Now they expect me to start taking calls and stumbling through the various systems involved while my trainer listens and watches. In addition to not being trained on the systems they use, I have yet to learn the lingo of the hotel industry enough to figure out what they want in the first place. Too bad I need the paycheck, or I'd get out of there now.
Before I tell about his message, I must point out that 2 weeks ago, we were told that contractors (about 80 or 90 percent of this call center) and hourly employees of the company (everyone else excluding team leads) are no longer allowed to get overtime. The team that I'm on had at least 2 people logging overtime on a regular basis to fill the holes in our schedule. In the last 6 months, they have lost a couple of full-time employees. I got hired this month to replace one of the full-timers... but was only budgeted for 24 hours a week (the manager fought and eventually got me full-time). The overnight guy off was for his wedding and honeymoon the week after they announced this, so the coverage planned was shot to hell.
So back to the team lead. He shoots off individual e-mails to people with a list of things they need to improve on based on him monitoring their calls. After that, an e-mail goes out to the whole group about how we're forgetting to ask customers if we can help them with anything else after we resolve their issue. Also, we need to not sound rushed when we speak to customers... but make sure no call is left waiting in the queue for more than one minute. So one of the guys hits reply all and asks which is it, quantity or quality? The team lead's reply can be summed up as: "both".
With all this understaffing, my trainer has had almost no time to train me. The last 2 weeks I spent most of my time on a process where I use an automated process to send pings to the hundreds of properties (hotels) we support and then troubleshoot the ones that don't send one back. Now they expect me to start taking calls and stumbling through the various systems involved while my trainer listens and watches. In addition to not being trained on the systems they use, I have yet to learn the lingo of the hotel industry enough to figure out what they want in the first place. Too bad I need the paycheck, or I'd get out of there now.
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