Call Center Purgatory <$BlogRSDURL$>
Call Center Purgatory
Monday, November 08, 2004
  "Memo: Re: Giving a rat's ass..."




Memo:

From: Management

To: All Investment Coordinators

Subject: Multiple Topics

When determining the service fee to attatch to all smaller trades, please remember to take into account any extra services, such as more than three inquiries of research per trade, or more than two adjustments to the initial trade request.

It's come to our attention that callers may be trying to obtain free information without proper offer codes. Do not handle such calls.

If a corporate customer calls and you are unable to locate their account, do not deny service. You are to hand them over to a member of management so they can determine if anything can be done.

The very nature of the market causes some of our customers to sometimes be in an agitated state when they call. Do not argue with them. Remember to act in a professional matter no matter what they say.

Finally, I'm sure some of you may have noticed the drop in call volume, and the departure of several important corporate customers. What is amazing to those of us in management is that some of you continue to act like this does not affect you. More plainly, there are some of you that do not seem care at all. There needs to be a can-do attitude, and a desire to work together to keep our customers happy and keep the call volume up. If you have any ideas or input, please feel free to share this with management. Together we can make a difference for our great company!



This memo pissed off even the veterans who have become jaded and cynical. We have all been working for so long under the wage freeze, we are starting to give up hope. Insurance costs went up, gas prices go up, everything goes up, except our wages.

They get rid of extra help, they saddle us with new and exciting memos that would make the IRS confused. We work overtime, train endlessly, receive no rewards.

But yet, they remain surprised that some of us don't seem to care. The new saying around the office is "Hey, and, don't forget to care..."

Thanks for reading,

AC

 
Comments:
Here, let me get this out of the way....

"Hey AC, that's quite a whiny-ass post. You really should stop crying so much. "

Ok, I feel better.
 
"When determining the service fee to attatch to all smaller trades, please remember to take into account any extra services, such as more than three inquiries of research per trade, or more than two adjustments to the initial trade request."

Hey, could this possibly be why they have experienced "the drop in call volume, and the departure of several important corporate customers"?

Hey, I've been there and am still just as cynical. Good luck.
 
When the economy turns around in the job-hunter's favor--and I assume it would have to at some point--companies like this are going to see their best guys jumping off the boat as fast as they can. They ask too much, and give too little.

Spring
http://www.chaoticspring.com
 
Hang on AC, Help is on the way. Wait a second, that guy lost. I guess we are all screwed. The "Bobs" paid our office a visit today so I sure that I will have to re-interview for my crappy job next week, wish me luck.

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