Oh, oh no. I’m having severe flashbacks to working in a call center. Quick someone tell me the company pays me to turn around the customer within a reasonable time, and that I should be balancing my call metrics, having a near perfect FCR, NPS and hold time doesn’t excuse me having an AHT 40% higher than my colleague who is getting coached around dropping every call that seems more than middling complex.
I feel like Ryan isn’t getting the full experience unless Sharon has 2 levels of middle management over her in that office alone, all 3 levels trying desperately to justify their existence.
Unfortunately the call center statistics cage has infected other job types too, it’s fucking mad. If you want me to (not hyperbole) actually count every minute of the day I’d rather be homeless or dead.
I had a manager tell me that my unproductive time was right on the borderline once, like 1 more minute of unproductive time and I would be getting coached. Then casually mentioned that the timer resolution is down to 6 seconds, so I was actually 24 seconds off coaching. The same manager wanted to have a company representative (aka a company Doctor) present for my Doctors appointment when I got diagnosed with Shingles, since people in their 30s can’t get Shingles according to her Telco middle manager training. My Doctor offered to have his lawyer present at the same appointment and they backed off, I miss that guy.
Oh, oh no. I’m having severe flashbacks to working in a call center. Quick someone tell me the company pays me to turn around the customer within a reasonable time, and that I should be balancing my call metrics, having a near perfect FCR, NPS and hold time doesn’t excuse me having an AHT 40% higher than my colleague who is getting coached around dropping every call that seems more than middling complex.
I feel like Ryan isn’t getting the full experience unless Sharon has 2 levels of middle management over her in that office alone, all 3 levels trying desperately to justify their existence.
Unfortunately the call center statistics cage has infected other job types too, it’s fucking mad. If you want me to (not hyperbole) actually count every minute of the day I’d rather be homeless or dead.
I had a manager tell me that my unproductive time was right on the borderline once, like 1 more minute of unproductive time and I would be getting coached. Then casually mentioned that the timer resolution is down to 6 seconds, so I was actually 24 seconds off coaching. The same manager wanted to have a company representative (aka a company Doctor) present for my Doctors appointment when I got diagnosed with Shingles, since people in their 30s can’t get Shingles according to her Telco middle manager training. My Doctor offered to have his lawyer present at the same appointment and they backed off, I miss that guy.