(no subject)

[captain_slinky]

Straight from The Horsie-mouth, a response to current situations in the call center as posted by nani_ka

Ok, so thank you 1st of all for having the faith in me to bring me your concerns. I do appreciate that you feel that you can be open with me. I do have a few concerns with your "job description" I feel it is a bit exaggerated.
With that being said, in concern of the new attendance policy, I would like for you to go in to that meeting with an open mind given the discussion of the 3 minute rule I do not believe is a "part of the new policy" at least not according to the training I was given on Thursday. I think too much is being placed on a rumor. With the enforcement of being late to sign on and from breaks, to tell you the truth it has been a discussion in our sup meetings on what is acceptable and what is not, therefore, I know it is not a "part of the new policy". The enforcement comes from your supervisor not the attendance policy.

Please see me if you want to discuss this more.

...ANd yes, I made sure to point out that if management sees it as an "exageration" and the reps see it as a "daily innevitability", there must be a break-down of communications somewhere.

Comments

This is why I try not to become emotionally involved with work

[nani-ka.livejournal.com]

Its all about positive & negative reinforcement. What are we rewarded for? What are we punished for? When was the last time I was oficially recognized because I fix almost everything i'm presented with, and am consistently so fabulous on the phone that people offer me 1)beer 2)to have my children 3)marriage 4)flowers 5)chocolate REGULARLY? I mean, I must be doing something right to get people who offer me any of those & more.

It boils down to, if i'm late/absent more than 6 times in 6 months i'm gone. Fired. If I meet the stat requirements, I get rewarded financially. If I consistently fail to do so, its action-plan time, which if I fail to improve THERE, i'm gone. Again, Fired.

I have yet to see a case where someone's ability as a tech, or their ability to make callers happy saved them from attendance-related or stat-related termination. So someone not seeing the discrepancy here? Either denial, or trying to spout the company line since supervisors are not allowed to sit around & bitch about how something is just CRAP...

Re: This is why I try not to become emotionally involved with work

[captain-slinky.livejournal.com]

Uhm... the rep with the ability to make callers happy saved from attendance-related or stat-related termination? That would be *ME*. I had two unrelated "Final Warnings" (the "Retard" issue and an Attendance Issue), and had been put on my THIRD Action Plan for my ACW and AUX stats being so high. On the actual Action Plan itself was the ominous wording of "Failure to meet the goals outlined in this action plan will result in a Final Warning which may result in action up to and including termination of employment".

And I failed. BIG-TIME.

But rather than being fired upon the occourance of my third final warning, Pat worked it because he knew that I really am an excellent rep who makes the customers happy and gets the job done and a silly set of arbitrary rules about made-up numbers shouldn't cause the company to lose such a fine employee.

Upon talking with Kristy in further detail last night (and your name DID get dropped in there for clarity sake), you just have to remember that it REALLY DOES come down to each individual Manager and each individual rep. Sme managers are much more in-tune with the Customer First side of things, others are in to the numbers end. Kristy made it to where she is by KNOWING and OBEYING the numbers end of things but staying true to the Customer First end. And her reward was moving up from rep to sit to RC to Sup.

and also, she assured me that the "3-minute Rule" is nothing new and has always been in place... the new attendance policy has nothing to do with it. Kim is just a Bitch (okay, that "bitch" part was just implied).

[teegin.livejournal.com]

If it helps I loosened a cord on her pc last night . All I have to say on the mater is if someone tries the BS that the \bitch did on me, and if the company will not give me 3 minutes, then I will make sure to record and demand every and all 3 minutes of overtime I may work if getting held on a late call at the end of my shift. That policy works both ways. As Brian said if you will not give me 88 cents worth of time then neither will I. If i'm held on a late call for 1 minute then I get paid for 1 minute of OT. Door swings both ways. I can't count the amount of times I've been held late a minute or two on a long call and never emailed resource about it and simply wrote it off. Not anymore.