I'm not really sure why I have not been writing much about the call center lately. Nothing really monumental going on. People are coming and going and things are moving along ok. No raises yet,(no surprise there), but no substantial problems with management either.

All I have been experiencing is that incredible boredom that sucks my soul dry from time to time. The love of my wife, the love of good music, and a continuing obsession with finding the perfect breakfast, are the pleasures that make life worth living for me.

Lately, I've really noticed how management has a habit of going off half-cocked at the slightest scent of trouble. Last month, there was a problem with how billing was prepared for our mutual fund customers. Instead of asking around, and listening, they just yelled at everyone connected. It was really a shame, because the informal network that existed in all the offices already knew what the problem was and was handling it fine.

Many managers don't understand this network, it exists outside of a mission statement, outside of the chain of command. It consists of the "little people" who move the paper and enter the data everyday. It could be the relationship that three clerks within three different departments have. As purchase orders flow from purchasing through the departments that receive and sell stock, those three people actually take care of making sure everything runs smoothly.

Yet, if you get their bosses involved, they don't know about the relationships that make things run smoothly. Instead, they get involved and bluster and cuss, and try to make sure blame is placed squarely on someone's shoulders besides theirs.

If you are in management, take the time to talk to the people that actually process things, ask questions in a manner that shows your desire to understand the flow of work, instead of appearing like a prosecutor trying to find the guilty party. Sometimes there is no one guilty party, or even two. It may be the result of many factors that may not be related to you or your department. Most of the time, you'll find you look better when you facilitate the relationships that already exist, instead of making everyone play the blame game.

Thanks for reading,

AC