Exposing cruel and unusual workplaces since 2005.
Tale # 24
Dept: Management Score: 668
Dec 4th 2005 Submitted by Omni
“Soft-Boiled Customer Service”
A donut Call centers collect a lot of stats on their employees, "average handling time" being one of them. They're meant to be be measures of efficiency, but when these stats are the only thing team leaders have to justify their existence sometimes that can lead to wackiness.

Take my mate, who was a genuinely nice guy. Far too nice really to be doing the job he was doing.

He thought he was there to help customers get their broadband services connected, his manager thought his job was to get customers off the phone ASAP in order to get good stats for the month.

Naturally this difference in goals lead to the amusing situation where the manager brought in an egg timer, set it to go off after a minute then would literally stand over the employee yelling, "Why are you still talking to this customer?!?" while the employee tried to juggle an irate customer and an irate boss.

After a couple of days of his he was really stressed out. I guess it wasn't helping that he had this whole Pavlovian dog thing happening with egg timers going off (yes, I'm a big meanie for setting one off during lunch) and he came to me for advice.

The only honest answer I could give him was to help 2 out of 3 customers and that should bring his handling time down. Just hang up on or transfer the third one. Although he baulked at this (nice guy), it did work, got his boss off his back and everyone was happier... well, except the customer obviously.

I suppose that's why I got promoted when I made the suggestion to management that they should make "Customer Satisfaction" a measure for team leaders as well? LINK
Rate this Tale: tick cross