Call Center Purgatory <$BlogRSDURL$>
Call Center Purgatory
Thursday, March 09, 2006
  The Performance Review

Monday was an incredible day.

I say that because I finally got what I have been asking for: a performance review.

No raise, no surprise there-same for everyone.

No, but the new supervisor is actually determined how to look at our stats in such a way that he can make quantitative judgements about how we are doing-not just new trades, but overall how many calls and how we are performing.

What's always been rough for me is that I handle a specialized type of research for some corporate customers that seems to take all of my time. These customers are never satisfied and always want something for nothing, there's only three of us that handle this and I am the senior.

This customer has always taken so much of my time that I can't pull down the same numbers as my counterparts. It really annoys me. I can't stop this part of my job, but it makes me look unproductive to management.

Larry, my former boss refused to help me. He told me to do my best, then he would either yell at me that I was wasting too much time on the research or tell me I was doing a good job. When I asked for goals and real guidance he was useless.

Jeremy, my new supervisor is different. During my performance review on Monday morning he had real ideas. He rearranged how I do things and gave me real guidance and actual goals. I've got a plan now how to keep my time from being dominated by unprofitable customer requests.

Now we just have to see if he lives up to the plan or if this is another management phase that is quickly forgotten. I remain cautiously optimistic...

Thanks for reading,

AC

Anonymous Cog

 
Comments:
I'll bet he is a virgo....I know you are christian, I hope you are not offended. I'd love to know if I am right.
 
Not offended in the least.
I have no idea what his sign is.

AC
 
Glad to see you've got some non-contradictory goals. It's sometimes a challenge in a call center to identify metrics that aren't in direct conflict with each other (i.e. quality vs. quantity), but I always do my best to find the middle ground with my agents.
 
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