Call Center Purgatory <$BlogRSDURL$>
Call Center Purgatory
Friday, October 08, 2004
  Abrvt. Ths. U Putz!


Several days ago I strode into the office with my blue Google coffee mug half full of Starbucks House blend, feeling almost--almost, happy go lucky, when I was rudely brought back to the stupidity that is my reality. Upon walking up to the keypad on the computerized time clock, I was greeted by this handwritten memo with lots of misspellings, hurriedly scratched out with a Sharpie marker on hot pink paper:

"ATTENTIN ALL EMPLOYEES!
YOU WILL NO LONGER USE 'INSURNC' AS AN
ABREVIETION FOR INSURANCE! THIS APPLYES
TO EVERYONE! IF YOU HAVE A PROBLEM WITH
THIS, SEE YOUR SUPERVISOR"(sic)

This is not the first time our abbreviations have come into question. This has been the subject of many memos and discussions. In a center like ours, when you are constantly filling out details of your conversations with customers, abbreviations are the only way to survive, especially if you can't type fast. The other problem is that you only have so much room in the fields in the computer. If you write too much, other advisors will ignore it and not read the important parts that cost us money.

What happens to bring these abbreviations into question is this: Our customer service rep. gets a call from a customer not understanding an abbreviation. The rep. then runs to the floor manager and general manager, there is a hurried discussion about how the effects of our NEWSPEAK-like abbreviations are ruining life on the planet, and a hurried memo is wrote out to the ignorant masses.

It always goes back to the same old garbage. Management wants quality when confronted with customer complaints, but then they want shortcuts and speed when confronted with the bottom line. Except for my floor manager, I don't believe many of the members of management can really remember how to do the job on the floor. I wish they would come sit with us and listen, it could be good for them.

This isn't likely to happen right now, everyone is in "fight or flight" mode on account of the company wide freeze on wages. After some people were laid off, everyone became like rabbits in a field full of dogs. They keep their head down, not moving and ready to scramble and scream if noticed.

Thanks for reading,

AC

 
Comments: Post a Comment





Exploring the mind numbing insanity and childish corporate culture of an unknown call center employee.
________________

Purgatory: A place of suffering and torment with an unknown duration. In Roman Catholic Theology-the place where the dead are purified from their sins.
________________

Email:anonymous.cog at gmail.com
________________

"One must know oneself, if this does not serve to discover truth, it at least serves as a rule of life, and there is nothing better." -Blaise Pascal
________________

The Cog is listening to:
"Wake Up"
By Rage Against The Machine
________________

Search this site powered by FreeFind

Here's my RSS(XML Atom) feed

Visit Anonymous Cog's other site: Poverty,Politics,and Faith

Call Centre

________________

"To see what is in front of one's nose needs a constant struggle." -George Orwell

________________

ARCHIVES
February 2004 / March 2004 / April 2004 / May 2004 / June 2004 / July 2004 / August 2004 / September 2004 / October 2004 / November 2004 / December 2004 / January 2005 / February 2005 / March 2005 / April 2005 / May 2005 / June 2005 / July 2005 / August 2005 / September 2005 / October 2005 / November 2005 / December 2005 / January 2006 / February 2006 / March 2006 / April 2006 / May 2006 / June 2006 / July 2006 / August 2006 / September 2006 / December 2006 / August 2007 / September 2007 / September 2011 /


Powered by Blogger