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Call centers themselves are implemented as a way to reduce the number of human operators to the minimum possible. Used to work on dashboard software that monito
by cmrdporcupine 3y ago
Call centers themselves are implemented as a way to reduce the number of human operators to the minimum possible. Used to work on dashboard software that monitors them (almost 20 years ago), and it's a metric of organizational success when you get a caller off the line without letting them talk to a human. All the hoop jumping and maze-like options etc are explicitly for this purpose.
Even back then there was talk about when chatbots would be good enough to remove as many humans as possible from the process. And considering how low paid some contact center workers are, it's pretty sad.
- tolciho 3y ago> All the hoop jumping and maze-like options etc are explicitly for this purpose. So, market pressures have implemented "The Castle" by Kafka. Progress!
- nerdponx 3y agoWas it true that workers were penalized for spending too long helping individual customers?
- jstarfish 3y agoYes. One of the systems was called "adherence." TSYS was using it in 2007 or so. Calls were supposed to be resolved within a certain time or you were penalized. Same with your arrival time, bathroom breaks, lunch, leaving. You are/were tracked by the minute and penalized for any deviation in either direction. And they canned people all the time for straying too much. It was the most sadistic workplace I've seen in the first world.