So in my postions i held in the company before was one that had to defend itself every sec because of many many reasons. But what i'm going to point out is really kind of funny.
In the support department i was we were told that we were not giving enough examples or coaching the agents on how to fix what they did wrong. Managers and Directors would degrade the department over and over that basicly the department was worthless because they were not giving the feedback to the managment team nor the agents so that things would get better.
We many time discussed that much of what we send out is never conveyed to anyone or is ignored because that the mindset is that my department didn't know what they were talking about...LOL...and that all information was being passed down and supervisors interacted with their teams and would explain how to get the goal accomplished.
Example:
Lets say call time were high. My old department would originally say that the agent was not controling the call or give something else that was kind of vage. So this section of the grading form was eliminated, gone, don't even look for that anymore.
Then when call times were getting longer and longer the management team wanted to know from my group what specificly they could do to reduce these times. My department would now send information about what agents were spending too much time on or what they might need to improve on. These were made by an individual item, team review, and manager grouping. This again was told that this information was not what they were looking for and that they needed more specifics and that the information was not helping the supervisors because they already do these kind of things....and bla, bla, bla...BULLSHIT!
So now that I am back on the phones and dealing with the crap and getting the other end of what i was suppost to be helping. I found out what was really happening.
And it wasn't what we were being told, and i think the upper management was being told.
So my sup sends out the stats and this is what he wrote in the email -- "CALL TIMES….THIS INCLIDES AFTER CALL! LOWER THEM!!"
Not only is there spelling issues, like i have room to talk but i do use spell checker in email, and all that feedback about how to bring the call times down i just love it. Lower them...that is so clear and percise on what to do...i love how great of a sup i have and i know that others are just as good...which makes me glad that i don't work in that department anymore...not only don't i have to put up with the bullshit but i can now see how right my department was the whole time and that we weren't stupid fucks like everyone thought they were. We were trying to tell the truth and show what was going on to fix it but the rest were looking on how to cover their asses and look good at any cost.
I will bitch about this later more but i'm just so fucking glad that i get to go home in 10 min.
Have a good day all!!!!
and
GET THOSE CALL TIMES DOWN!!!!!!!!!!
