Finding your own paradigm. Most call centers have ways to monitor how long you are on a call, how many calls you make, and even monitor your conversations. When we finish a call here and need to finish up entering data into the computer we hit a button called "occupied". That tells the system that we cannot accept any incoming calls for awhile. We also use that if we have a sticky problem, or are getting backed up in handling customer requests. But my boss will yell out if there are too many people with phones occupied, because we have calls backing up in the holding lines. So you hurry to finish your other projects and try to put other things on hold until you can clear the calls.
But when you don't finish things completely, and leave data or names and addresses and bid amounts blank, then we lose money again. He was yelling today that people are leaving too many fields empty, and that was going to cost us money.
I don't know if this fundamental problem is indicative of all call centers, or just this one. You can't expect every call handled totally correctly, without calls backing up.

I finally gave up and made my own rule: Every call I handle will be done right, every person treated well, and then repeated as quickly as possible. It's the only way I can look at myself in the mirror-because the system is unfair.


If a system demands things that are impossible-it is not wrong to disobey, change, or otherwise skirt a faulty paradigm in order to accomplish the core objectives.   ¶ 1:23 AM