As long as I’ve been here (almost 2yrs), and before that, I’m sure, the focus for the reps on the phone has never been the call boards. We’ve always been told that we should focus on the customer that’s on the phone and not just hurry to get off so we can get the next call coming in—that would just generate more call-backs and kind of defeat the purpose, in my opinion. Anyway, what happened was that [the call center manager (who's new and comes from a company that has *nothing* to do w/ mine, so he has very little to no understanding of how our company/call center works)] came over when there was 1 call in the que (wait: 1min 30sec approx), and said, “Can one of you get that call?”
Now, I can understand that if we’re all talking and goofing off, not doing our jobs or paying attention and so the call que was suffering. But that wasn’t the case. C. was on a call, J. was on a call. R. had just gotten here; he wasn’t scheduled to clock in yet. I was just getting back in my cube from running down to the file cabinet for a notebook because I ran out of paper- I was fully aware of there being a call in que and was going to log in as soon as I sat back down. No one else was in yet. It’s just frustrating when something like that happens because it makes me, personally, feel like he (or whoever says it) doesn’t think I’m doing my job, or that I’m slacking off. Also, if we’re going to be quality over quantity, which is how we’ve always done it- making someone feel as if they should be getting off the phone quick to take that next call is going to impact that negatively.
I understand he’s really focused on the call metrics and everything- but we as call reps never have been. I do my job to the best of my ability. Some days I get really short calls, and some days really long calls. If I have to sit on a call for a instrument issue and calibrate 5-6times during that call (each one is 2min) and go thru flushing everything—I’m not going to rush thru, generating another call, just so I can get rid of the call that’s in que. It frustrates me, and I guess I get offended, too. I just think “Hey, I’m doing my job the best I can, I’m not slacking off- get off my back” You know?
A lot of people are concerned that with the new director, manager, supervisors that are being hired from outside the company, things are going to be going in a completely different direction- that instead of "quality over quantity" we'll be reversed. One of the things I love (loved?) about this job, and the company, is that they're consistently concerned w/ the quality of the customer support that's given to our customers. If we're going to be driven by metrics and how many calls are taken, like so many other companies out there, we're going to be no better than anyone else.
My s/v thinks I should talk to the new manager and tell him how/why it bothered me. I will... but I'm not going to be comfortable doing it. There've been other people who have complained, and the rumor is that they were told (paraphrased), "If you don't like how I'm running things, I can find you a job filing papers." Considering what I know about the people I heard that from and about-- I don't really take it as fact. But, it does (understandably, I think) put little seeds of doubt in my mind.
I think we're meeting tomorrow to "discuss" it. I'll give you an update then.
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irritated
chipper