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 Today, 01:46 AMPost #40
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Gary Jones Group: Members Posts: 140 Joined: 3-August 08 Member No.: 2,848  |
QUOTE (bluemingr8 @ Nov 5 2009, 10:50 PM)  I can understand some of the points you have raised, but unfortunately, that is the work environment of quite a few call centres in the UK. The main aim is to take as many calls as possible in each persons shift, to resolve as many queries as possible, etc. This means that general managers, shift managers and team leaders will always be instructed to find ways to reduce average handling times of calls. This means regular changes of scripts for calls and also frequent team meetings/briefs, to discuss AHT reports and to identify those staff members that need more 'Developing', because their AHT falls below the average time for the duration of their daily shift. You also mention that their was a fire alarm and that nobody knew it was a drill. Are your staff not notified by your fire wardens within your company as to what dates that the fire alarms are being tested? Also your fire wardens should make it quite clear that if a fire alarm continues for more than a set period of seconds (this is different within each company), then they should evacuate the building as if it were a real fire alarm. In reference to people not being promoted based on their ability to do the job they are applying for, this unfortunately happens in a lot of call centres. The same thing also applies to team leaders not taking calls. This is because they are recruited externally and do not want to show their ignorance at not being able to use or understand the system that you use on a daily basis. There are a few team leaders in the company that I work for that fall within this category. A lot of your points are valid ones, but you can hold as many forums and perspective sessions as you want, all they will boil down to is the same old shit, just a different session. I think you will lose whatever case you are building, because they will just print off the reports that detail all of the stats and they will use them against you. Hi, you write that call-centers try to get a person to answer as many calls as possible. But Arvato don't care about the employee. You get screamed at, even if you don't do anything wrong. If you use more than 15 seconds to log a tricky call, (maybe you want to write a note, of something you learned, from calling technical support etc.), then you get screamed at. And that's horrible sitting there, and knowing that you can get screamed at all the time, by team-leaders who's only job, more or less, is to sit there monitoring the employees, they didn't want to answer tricky calls etc., so they weren't like second line, I'd say. And I've been working as a food shop manager in Norway, and studied computing and business at Unversity-level, so I know that there are other ways of running a campaign, like the MSPA-campaign. This was of management is illigal in the UK, I've been told, on the BBC message board. I think in an employemt-contract, there are two parites, the company and the employee, where as on Arvato, it only seemed like it was the company. The employees were forgotten and threated like dogs, at least at MSPA, but you can see that Miele-staff etc., also complained. On the BBC-message board, call center managers from other call centers in the UK wrote, and said that this was an unacceptable way to run a call center:  Reduced: 50% of original size [ 1280 x 800 ] - Click to view full image http://www.scribd.com/doc/ |
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