Here's your bad April Fool...

[ravenshrinkery.livejournal.com]

I realize this can apply to any office that ranks its employees, but well, being a call center...
(crossposted to my personal journal)

New month, hence stack ranks came out for our call center. So did monthly awards for customer service and such. I sat at 5th of the 105 techs we have, which as a part timer unable to rack up huge sales numbers seems to me like a rather fine accomplishment. What I have to wonder is why someone who came in 97th gets an award for customer service skills and failed audits. Coming in that low is difficult, but people manage to do it. It requires a combination of repeated tardies/absences, poor call times (we're talking an average handle time in excess of 25 minutes a call), poor utilization (as in spending over 90 minutes on call notes and personal breaks a day), poor/failed audits, and virtually no sales to speak of. No one of these will drop a person that low, in fact bombing out on one of these can very well happen to someone and they will still maintain a fairly high ranking. It really has to be piss poor on all of the above.

But better to come in eight from the bottom than eight from the top. Maybe someone can tell me what rewarding this kind of performance accomplishes?

Comments

[fnordx.livejournal.com]

You see, it's a call center, and if you're in good with the higher-ups, it doesn't matter what you do, or how badly you perform, you're still the darling.

As I've said before, in a call center, it's not what you know, it's who you blow.

[loosechanj.livejournal.com]

Maybe someone can tell me what rewarding this kind of performance accomplishes?

It has you wondering doesn't it? You're obviously getting the message that how well you do your job isn't what gets people ahead. So while you're trying to figure out just what the hell they want, you won't be so all fired worried about things like getting raises etc.