Related Posts
Most sweatshop agencies?
Bowl Leader
Additional Posts in Customer Support
New to Fishbowl?
Download the Fishbowl app to
unlock all discussions on Fishbowl.
unlock all discussions on Fishbowl.
That was just a preview…
Sign Up to see all discussions
Sign Up to see all discussions
- Discover what it’s like to work at companies from real professionals
- Get candid advice from people in your field in a safe space
- Chat and network with other professionals in your field
Sign up in seconds to unlock all discussions on Fishbowl.
"" is an unusual email domain. If correct, please proceed to the next step
Messaging rates may apply
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
New to Fishbowl?
Download the Fishbowl app to unlock all discussions on Fishbowl.
Share
Embed this post
Copy and paste embed code on your site
Preview
Download the
Fishbowl app
Scan your QR code to download
Fishbowl app on your mobile
Sign up for free to view this conversation on Fishbowl
Sign up for free to continue using Fishbowl
Messaging rates may apply
Call center employees should have more freedom to entertain themselves between calls during slow days. I worked for a call center that is very strict with what their agents can do during downtime. We can't even listen to music with earphones on. Sometimes little breaks like that are what keep us sane after working all day.
As a supervisor, I’d like to have the ability to tell some agents “no” when they ask me to take a call. I mean for things they can do themselves obviously. I shouldn’t have somebody who’s worked here for 2 years asking me to take over a call because someone needs to change their name on an account. As an example, it’s literally the easiest thing to do and everyone has the ability to do it
I think it's more of a phycological thing. If a supervisor says no to a customer, they will accept it as a fact, but if a regular rep says no, they will dispute it. I have both escalated calls and been the supervisor to take them. And if a company policy says someone can't have their way, and a regular rep says no to them, they get mad, but as soon as the supervisor gets on the line and tells them the exact same thing the rep just said, they accept it and move on.
I think metrics is what drives most people crazy or makes them feel demeaned. Most of the metrics don't make any sense even if they can be tied to a client contract... when you're trying to actually help someone resolve something complex it shouldn't matter if it takes you 10 minutes or an hour provided you resolve it. I understand limiting after-call work, not letting people do nothing all day in aux states, sure... but handle time? That should really go. Very counterproductive and you tend to see it matter less the higher you get into escalations.
Tell me about it. Metrics are the worst. I don’t get paid more based off of good performance so why do my metrics have to be perfect every time? Who cares if I was on the phone for 23 minutes that one time, I made a customer for life and helped a complex problem. But instead, I get in trouble for it throwing off my call time metrics, like those matter.