I never thought I’d ever want to be homeless, but oh lord, after taking a job at a call center here in Bremerton, WA...I can honestly say I’d rather be homeless and on the streets than working this sh** job and the ID-10-T’s who run the place!
OK!
I’ll admit, I’ve had jobs in the past where ‘management’ went a little too far in their micro-managing of employees and never thought I would ever have the pleasure of going through that experience ever again!
Guess I spoke too soon in that regards!
You see, there’s this call center up here Bremerton, Washington that supports a national wireless carrier..and while I can’t say who it is, I can say this...it’s NEITHER AT&T or Verizon...but it you already know the ‘big three’, I’m sure you can take a guess as to who I’m talking about! :)
The call center, which is outsourced by this major wireless carrier, is ran by a company called “Concentrix” and then run the call center like a Chinese sweetshop! I’ve never been more ‘micro-managed’ than I have during my brief stay w/this company!
I thought working in a call center was about satisfying the customer’s issues in a quick and timely manner, using any and all available resources and ensuring that should a customer call back, it’s NOT in regards to a previous issue within say 48 or 72 hours!
Apparently, this is NOT what we’re asked by Sprint!
No!
What the call center company wants from all of us is to rush through our calls, ensuring that our ‘talk time’ is under 8 minutes and that when we’re done with the call, we don’t take more than 30-seconds applying notes to the customer’s account before taking the next call that’s coming through!
God forbid we should transfer an escalation to our Team Leads, who, by the way, really aren’t ‘supervisors’...yet they do just that (supervisor) every minute of every hour of every day, because then that ‘transfer’ goes against our ‘numbers’...?
WTF?
Go Figure!
There are times when I’m so tongue tied about what I can say that I fumble through the words, only because the company records every single call! Now, don’t get me wrong, I’m all about using ‘metrics’ for running a smooth and tidy ship, but when the employee is so overwhelmed by said ‘metrics’ that they can’t do their job, I think there’s a problem!
Of course, if you were to ask the employee’s of this company who have been there for a while (2+ years), I’m sure they’d say just the opposite...that is, until you asked them to speak ‘off the record’, then I’m sure they’d say the same thing I’m saying now!
This job is NOT about satisfying the customer...it’s about making ‘numbers’ so that Concentix looks good and so they can keep looking good to the eyes of you-know-who!
And for that reason and that reason alone, I’m already looking for a new job!
Shi!!
I would have more fun working at a gas station all day!
