16 ms·

I'm a DWP call handler and have no time to care about your disability claim

30 points by ctoth 10y ago

snuxoll 10y ago
Welcome to the world of call centers, they were the most crushing 3 years of my existence before I finally managed to get a lucky break and land a software development job. Thankfully, all the ones I worked at also had CSAT metrics I was judged by, I may not have gotten my "bonus" (really, I just had reduced pay instead, let's be honest) but always getting high CSAT scores allowed me to have higher handle times without having the managerial fist brought down on me. It's mind-bending to think that there are places where CSAT isn't even a thing and you are measured purely on your handle time, especially for what by all means counts as a civil servant even if the job is outsourced to a third-party contractor.
- daveguy 10y ago
  Had to look the acronym up: CSAT = Customer Satisfaction from 0% to 100% or completely dissatisfied to completely satisfied.[0] I do not envy that job at all. Congratulations on the new job. [0] http://www.impactlearning.com/resources/metrics/customer-service-satisfaction-rate-csat/ http://www.impactlearning.com/resources/metrics/customer-ser...
Kenji 10y ago
I have had absolutely no training in how sickness benefits work. I don’t know what happens when I send a claim to be processed, so I can’t answer any questions about what will happen next or when somebody will get a payment. How about you take responsibility and actually learn what your customers want you to know and call you to find out? How can you advise your customers on things you do not know? Frankly, this work environment sounds like hell but I am not sure if it's purely a managerial problem.
- snuxoll 10y ago
  Because answering these questions would lead to more questions and would raise his handle time, he would be docked on his review scores for going off script. Having worked in call centers for 3 years not long ago I'm kind of surprised there exists a place this scripted that isn't India, but if you want to keep your job you play by the rules.
- preinheimer 10y ago
  Any other answers they gave would 1) take time and 2) be off script. Both of which would lead to trouble.
- Klinky 10y ago
  You have no clue what it's like. What you want them to do is NOT allowed. It is not on the script! They were not officially trained or authorized to give out such information. They would quickly be fired if they were found to be going "rogue". Most of these environments are numbers games, with robotic managers who simply spout "you're not hitting your numbers", rather than improving working conditions, employee training, or customer experience. They work for the numbers, and that is ALL that matters. Thinking outside the box is a quick way to being out of a job.

30 points by ctoth 10y ago

Welcome to the world of call centers, they were the most crushing 3 years of my existence before I finally managed to get a lucky break and land a software development job. Thankfully, all the ones I worked at also had CSAT metrics I was judged by, I may not have gotten my "bonus" (really, I just had reduced pay instead, let's be honest) but always getting high CSAT scores allowed me to have higher handle times without having the managerial fist brought down on me. It's mind-bending to think that there are places where CSAT isn't even a thing and you are measured purely on your handle time, especially for what by all means counts as a civil servant even if the job is outsourced to a third-party contractor.

daveguy 10y ago
Had to look the acronym up: CSAT = Customer Satisfaction from 0% to 100% or completely dissatisfied to completely satisfied.[0] I do not envy that job at all. Congratulations on the new job. [0] http://www.impactlearning.com/resources/metrics/customer-service-satisfaction-rate-csat/ http://www.impactlearning.com/resources/metrics/customer-ser...

Kenji 10y ago

I have had absolutely no training in how sickness benefits work. I don’t know what happens when I send a claim to be processed, so I can’t answer any questions about what will happen next or when somebody will get a payment. How about you take responsibility and actually learn what your customers want you to know and call you to find out? How can you advise your customers on things you do not know? Frankly, this work environment sounds like hell but I am not sure if it's purely a managerial problem.

snuxoll 10y ago
Because answering these questions would lead to more questions and would raise his handle time, he would be docked on his review scores for going off script. Having worked in call centers for 3 years not long ago I'm kind of surprised there exists a place this scripted that isn't India, but if you want to keep your job you play by the rules.
preinheimer 10y ago
Any other answers they gave would 1) take time and 2) be off script. Both of which would lead to trouble.
Klinky 10y ago
You have no clue what it's like. What you want them to do is NOT allowed. It is not on the script! They were not officially trained or authorized to give out such information. They would quickly be fired if they were found to be going "rogue". Most of these environments are numbers games, with robotic managers who simply spout "you're not hitting your numbers", rather than improving working conditions, employee training, or customer experience. They work for the numbers, and that is ALL that matters. Thinking outside the box is a quick way to being out of a job.