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>and you know that the person sitting in a call center all day might lose their job because of a bad rating. It's more likely they'd lose their job if they con

>and you know that the person sitting in a call center all day might lose their job because of a bad rating. It's more likely they'd lose their job if they consistently receive bad ratings, from several different customers. And they should. Given how much it costs to bring on new employees it's more likely that one bad review results in a consultation, additional training, etc.

rcw4256 8y ago
> And they should. Until we have UBI, or a functioning safety net that universally guarantees shelter and food, this is false.
raxxorrax 8y ago
Given the economic situation of call center employees, nobody deserves a good service to be honest. I don't swallow the cost excuse because we wouldn't see that much fluctuation in jobs like these if true.
Sir_Substance 8y ago
I don't like getting bad customer service, but I don't dislike it so much that I'm able to discard my empathy and say someone "should" be fired. I picture myself being let go from my job, I begin to feel the stress of doing the first inkling of planning that would be needed to survive that, and I decide that I didn't have such a bad time that I feel like pressing that one-star button, so I just close the feedback page instead. I wouldn't want people to rate me one-star, so I don't rate other people one-star.
pjc50 8y ago
The employees are disempowered to actually fix the problems. I'd suggest everyone read http://www.harrowell.org.uk/blog/category/callcentre/ http://www.harrowell.org.uk/blog/category/callcentre/ (start at the bottom)
jschwartzi 8y ago
My girlfriend works in retail, and every month there's someone who gives her a bad survey because she was following company policy or because the customer didn't listen to her when she was advising them. For example, she worked with a couple to port their phones over from AT&T despite advising them that their phones may not work on her cell network. After all was said and done she got a bad survey because their phones ended up not working well on her network. And her manager even caught them outright lying in the survey about how the interaction went down. She was still punished for that survey. Customer satisfaction surveys can be a useful tool, but they're often applied as a blunt instrument on employees who have no control over the situation the customer is dissatisfied with. It's basically a lazy copout as opposed to actually fixing company policy. I tend to ignore them unless it's to give good feedback. A more humane system would take the feedback and then interview the employee in question and their management to understand what the root problem is. But the management organizations that use these surveys are almost never humane. Plainly, they don't give a shit about any of their employees.

rcw4256 8y ago

> And they should. Until we have UBI, or a functioning safety net that universally guarantees shelter and food, this is false.

raxxorrax 8y ago

Given the economic situation of call center employees, nobody deserves a good service to be honest. I don't swallow the cost excuse because we wouldn't see that much fluctuation in jobs like these if true.

Sir_Substance 8y ago

I don't like getting bad customer service, but I don't dislike it so much that I'm able to discard my empathy and say someone "should" be fired. I picture myself being let go from my job, I begin to feel the stress of doing the first inkling of planning that would be needed to survive that, and I decide that I didn't have such a bad time that I feel like pressing that one-star button, so I just close the feedback page instead. I wouldn't want people to rate me one-star, so I don't rate other people one-star.

pjc50 8y ago

The employees are disempowered to actually fix the problems. I'd suggest everyone read http://www.harrowell.org.uk/blog/category/callcentre/ http://www.harrowell.org.uk/blog/category/callcentre/ (start at the bottom)

jschwartzi 8y ago

My girlfriend works in retail, and every month there's someone who gives her a bad survey because she was following company policy or because the customer didn't listen to her when she was advising them. For example, she worked with a couple to port their phones over from AT&T despite advising them that their phones may not work on her cell network. After all was said and done she got a bad survey because their phones ended up not working well on her network. And her manager even caught them outright lying in the survey about how the interaction went down. She was still punished for that survey. Customer satisfaction surveys can be a useful tool, but they're often applied as a blunt instrument on employees who have no control over the situation the customer is dissatisfied with. It's basically a lazy copout as opposed to actually fixing company policy. I tend to ignore them unless it's to give good feedback. A more humane system would take the feedback and then interview the employee in question and their management to understand what the root problem is. But the management organizations that use these surveys are almost never humane. Plainly, they don't give a shit about any of their employees.