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It's crazy isn't it. Did your higher-ups think he was doing a better job because he was working more on calls all day, where you were off them quick? In my job

by 97s 10y ago

It's crazy isn't it. Did your higher-ups think he was doing a better job because he was working more on calls all day, where you were off them quick? In my job as soon as you got off a call you got right back on another one with a new customer. So I would have like 2-3x the calls per day of another person. I think that is one of the reasons the other people took so long, they figured whats the point, this person is nice and old I will just stay with them over getting a rude person. Who knows the logic behind it all. I tell you what though, I have some incredible stories that I will never forget. Some insanely funny customers and some hilarious co-workers. When I first got to my job I had quick call times right away. Several supervisors told me they were going to listen to all my calls because they thought I was just hanging up on people. After they listened to them all, they told me to slow down and take more time. I was like, but I am rewarded for doing a better job and having faster call times. Literally that is how bonuses are given. WTF... None of my customers ever said "slow down please to me." I think they didn't want to pay me more for doing a good job. I just needed to do average so I met their agreement numbers with the internet company.

vacri 10y ago
I think that part of it is that number of calls is the only quantitative KPI that can be relied upon. And not only do talented people not like to stay in the callcenter on the phones, talented managers also don't want to manage callcenters (very high staff turnover, cost-center department, not much sense of achievement when you solve problems, no political power to change the company's product when it's causing problems, etc). So the talented people cycle in and back out for the most part, and the less-talented people remain.
- andyjdavis 10y ago
  >the talented people cycle in and back out for the most part, and the less-talented people remain. This is known as the dead sea effect http://brucefwebster.com/2008/04/11/the-wetware-crisis-the-dead-sea-effect/ http://brucefwebster.com/2008/04/11/the-wetware-crisis-the-d...

by 97s 10y ago

vacri 10y ago

I think that part of it is that number of calls is the only quantitative KPI that can be relied upon. And not only do talented people not like to stay in the callcenter on the phones, talented managers also don't want to manage callcenters (very high staff turnover, cost-center department, not much sense of achievement when you solve problems, no political power to change the company's product when it's causing problems, etc). So the talented people cycle in and back out for the most part, and the less-talented people remain.

andyjdavis 10y ago
>the talented people cycle in and back out for the most part, and the less-talented people remain. This is known as the dead sea effect http://brucefwebster.com/2008/04/11/the-wetware-crisis-the-dead-sea-effect/ http://brucefwebster.com/2008/04/11/the-wetware-crisis-the-d...