long time no post, and can't be arsed with proper capitalization.
so yeah, oh dear, i'm going to be part of a population where we're going to complain about work. and now i finally, truly understand what you guys with work feel now
so yes, working on the phones on a call center tech support on an account with big-ass metrics. there's the big four: CSAT, FCR, TR AND DR. AHT is also there somewhere. CSAT is customer satisfaction survey, which is randomly assigned, and given my relative virginity to the industry as this is my first job, i can handle only a few calls, means that there is a very big chance i wont get a return on this one. there are four areas of consideration in CSAT, which is knowledge, responsiveness, resolution and one other statistic i cant be arsed to figure out. so obtaining a 100% CSAT requires you to resolve the issue and be as helpful as possible to the customer. however this presents complications with AHT or average handling time because this call center wants you to ditch the customer as fast as possible, and my newness to the industry isnt helping me at all. and if you get a dissatisfaction rating, especially from idiotic people who would not listen to reason, youd have to claw out a good 4 or so CSATs in order to catch up.
AHT is well, average handling time, and in theory is very understandable why they set it up. but with the number of customers and issues that i get i can spend upwards to 40 minutes convincing the elderly that there is nothing wrong on our end of the internet service and getting them to shut up so i can end the call. this is very difficult to handle and match as you are expected to understand whats going on onset of the call, while the customer says their internet is not working with no practical explanation as to what happened (but i do understand why it can get hard to explain on customer end)
TR, or transfer rate. everytime we transfer someone to a different department we incur a transfer penalty. i understand this is to avoid agents from sending it to someone else and avoid a call, but its also a bit unreasonable when we're not allowed to do sales on our end and have to get damaged in order for the customer to get what they need. and this also results in us not getting CSAT calls.
DR, or dispatch rate. sending a technician also incurs a hit, even if its already determined that they need a technician in their area to get their problem fixed. or that some wires have been revealed in their apartment and have to be reburied in order to fix the area and prevent future issues
then theres FCR or first call resolution. customer must not call your department back in order for you not to get hit. however on certain scenarios you will get hit by this and you will get hit a lot. and we have a period of 3 days to consider if customer will call back and if it will hit your metrics.
other metrics include schedule adherence, which is follow your work schedule to the letter or get penalized, and using our own troubleshooting manual. for compliance purposes you must use it and click a button to confirm that you used it in troubleshooting, which kills your aht and in most cases, fcr and dr because the guide is lacking some things and customers do not wanna wait for more than 30 mins (understandable).
making it worse are some agents doing ninja moves, making it shit for the next handler (me), and there are some calls that take over 3 hrs when the person youre talking to is an utter idiot.
so before i eventually digress on the topic, I'll have to remind myself that I am here for work experience, however I don't feel I will last very long in this job at all. You must give yourself 30 days advanced notice when resigning so I can't just vault out of there if I want my resignation to be on good terms, and it's still damn too early to leave. Further exacerbating the issue is that I AM required to work a good 4 months or they can do legal action on me or take 25k php off my pay and remaining balances for the training period I undertook. Termination/Resignation during that period will allow them to go after me, which is usually just a threat, but I'd like to play extra safe as i dont intend to resign very early or get terminated.
so with resignation rules stating above, I don want to be considered as a sloppy job hopper, and can't determine if I should resign during the 6th month of work or maybe try to last in this metric shithole for a year before giving myself the paper bullet.
so what should I do? my weeks are full of mental and emotional fatigue, and while ai can handle the work hours, I cannot handle the strict amount of metrics imposed; they all look shit.
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Topic: Things that made you sad today thread. (Read 9775264 times)