I hate my Job :/
- Thread starter Piggymon
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Soldato
If my dad is phoning from Woking today where would his call go? Our TV and t'internet died at 8pm last night and still wasnt working this morning 
If he gets you I'll tell him to put the phone down and ring back
(To bring your time down, not because you are carp
)
If he gets you I'll tell him to put the phone down and ring back
(To bring your time down, not because you are carp
)
Hate said:emmigrating?
Yeah .... To Braintree
Cheers homerio
Associate
Hate said:emmigrating?
To Essex i would imagine
SCM
Soldato
That'll be my faultHate said:emmigrating?
Man of Honour
What makes them pick 10min 44s? It seems a decidedly random time to choose. I've worked in a call centre although on a very untaxing campaign(about three button presses and entering two longer numbers) and I can't understand why they chose the target times they did for it either, I could meet them certainly but you find quite a few people want to simply chat to you because they are lonely or whatever it may be which will always skew the figures. Good luck in maintaining the standards that you want to keep to, not just what someone else sets.
Anyway I hope it gets better soon or if not it hopefully won't be too long before you reach Essex, the long arduous trek that it is
Anyway I hope it gets better soon or if not it hopefully won't be too long before you reach Essex, the long arduous trek that it is
Ack that sucks
Completely wrong of them to want to cut off the customer so quickly, it's good to have people at NTL that do their job properly and care about the customers like you obviously do.
Definitely go looking for another job I think, sounds like this one's being far too much of a detriment to your life which isn't good.
Hope you find something decent at the job centre this afternoon
And anytime you want to rant, you know where I am
Completely wrong of them to want to cut off the customer so quickly, it's good to have people at NTL that do their job properly and care about the customers like you obviously do.
Definitely go looking for another job I think, sounds like this one's being far too much of a detriment to your life which isn't good.
Hope you find something decent at the job centre this afternoon
And anytime you want to rant, you know where I am
Caporegime
If you hate your job find a new one.
10mins 44 seconds your lucky piggy
our AHT was supposed to be under 6-7 minutes a call with hourly updates sent out something like 55 or 60 calls a day to be taken.
I work in relations but the custmers come to us when they want to disconnect and a good proprtion of the time its because of poor service or because a problem has taken far too long to resolve.
Now in the past i.e the first few weeks of the job we could take quite a lot of time I regularly spent 20+minutes on a call but solved the problem and kept the customer. Now you have to make a snap judgment early on and move on or even better shove them off to another department, night mare really.
our AHT was supposed to be under 6-7 minutes a call with hourly updates sent out something like 55 or 60 calls a day to be taken.
I work in relations but the custmers come to us when they want to disconnect and a good proprtion of the time its because of poor service or because a problem has taken far too long to resolve.
Now in the past i.e the first few weeks of the job we could take quite a lot of time I regularly spent 20+minutes on a call but solved the problem and kept the customer. Now you have to make a snap judgment early on and move on or even better shove them off to another department, night mare really.
Last edited:
Suspended
semi-pro waster said:
It'll be the result of a few decreases percentage wise.
"Oh, we must cut call time by 6%!" And so on.
The first thing is to calculate how much the extra peace of mind and lack of stress is worth. If it is worth 2k - 3k then perfectPiggymon said:
I did exactly the same thing, I went from 30k (Personal tax consultant) to 18k (Business Analyst) because I wasn't happy, and was lucky that I could take the drop - obviously its extreme but you get the ideaLife is too short to hate what you do - happiness is worth something, work out how much, and act accordingly
Good luck!!
Man of Honour
Life isn't always that simple.Mr Jack said:
Soldato
- Joined
- 18 Oct 2002
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- 2,586
A friend of mine used to work tech support at PlusNet and their "target problem resolution time" was 3 minutes. Absolutely insane. The amount of times he had to say "try this and call us back if it doesn't work" was stupidly high, from what he told me.
Soldato
My job is exactly the same as yours Piggy. I too work for an ISP. I feel exactly the same as you.
We have a 6 second difference in AHT. We are made to hit that target regardless. In 2½ years there i have only managed it about 10% of the time. Why? Because like you, i like to make sure that the problem is resolved. I like to go the extra mile to make sure the job is done, i get a buzz out of it. I used to love my job. Just recently 'poor performers' have been put under pressue with threats of APs and Disciplinaries. I am the same. The only thing that has got me by in the past is the quality of customer service.
I am now hitting taget more often but i dont like it because i have to find ways of getting rid of customers. Because of this my enthusiasm and morale are pretty much non existent. I am actively seeking other employment. I would just leave but i have a family to support.
I find my self in trouble for other things at work too. I have had 2 written warnings in the last week for different things (not AHT) and yesterday had a slanging match with a manager. He came over to my desk and started closing down my browser windows (we are NOT allowed to browse the net) as he caught me on this very forum. He took the mouse out of my hand! I shouted "what the **** do you think you are doing?" I was thoroughly bollocked. Yes, im off today
These places definately dont care about their staff and certainly the customer service side of things is certainly less of a priority no matter what anyone says.
Again, i know how you feel...
We have a 6 second difference in AHT. We are made to hit that target regardless. In 2½ years there i have only managed it about 10% of the time. Why? Because like you, i like to make sure that the problem is resolved. I like to go the extra mile to make sure the job is done, i get a buzz out of it. I used to love my job. Just recently 'poor performers' have been put under pressue with threats of APs and Disciplinaries. I am the same. The only thing that has got me by in the past is the quality of customer service.
I am now hitting taget more often but i dont like it because i have to find ways of getting rid of customers. Because of this my enthusiasm and morale are pretty much non existent. I am actively seeking other employment. I would just leave but i have a family to support.
I find my self in trouble for other things at work too. I have had 2 written warnings in the last week for different things (not AHT) and yesterday had a slanging match with a manager. He came over to my desk and started closing down my browser windows (we are NOT allowed to browse the net) as he caught me on this very forum. He took the mouse out of my hand! I shouted "what the **** do you think you are doing?" I was thoroughly bollocked. Yes, im off today
These places definately dont care about their staff and certainly the customer service side of things is certainly less of a priority no matter what anyone says.
Again, i know how you feel...
Man of Honour
Piggy, there is clearly an issue that need to be resolved here, the issue being to get out of there. There is not a lot worse than being stuck in a job that you hate and it makes the day day drag, makes you unhappy and inevitably the stress and unhappiness is taken home with you.
How do I know this ? I speak from experience. In my last line of work, I absolutely hated it and felt very much as you do know. I changed career nearly 5 years ago and I am far happier with the result.
Don't sit there and make yourself ill with worry. Start looking for a new job or a new career. To be placed on AP's and PIP's just for helping the customer and running over 10 minutes shows what a ' supermarket conveyor belt ' attitude most call centers have and the real disdain they have for the customer who pays the bills in the first place. Get rid of the customer as quickly as possible or we will discipline you ???? Tell them to do one.
Have I ever given you or anybody on these forums bad advice
Listen to Uncle Von and make a change. Could you manage if you didn't ?
How do I know this ? I speak from experience. In my last line of work, I absolutely hated it and felt very much as you do know. I changed career nearly 5 years ago and I am far happier with the result.
Don't sit there and make yourself ill with worry. Start looking for a new job or a new career. To be placed on AP's and PIP's just for helping the customer and running over 10 minutes shows what a ' supermarket conveyor belt ' attitude most call centers have and the real disdain they have for the customer who pays the bills in the first place. Get rid of the customer as quickly as possible or we will discipline you ???? Tell them to do one.
Have I ever given you or anybody on these forums bad advice
Listen to Uncle Von and make a change. Could you manage if you didn't ?
Soldato
I am a Team Leader for a company,on a major contract and I run the Call Entry Team. We have a handle target of 3 mins, but I never enforce this, if the job is getting done then let it go.
The Agents have targets of web refferals and call logging, which they normally can hit no probs. Agents are not measured individualy on customer satisfaction, although my old Team, notebooks was, the Entry Team is none technical..ish.
Your TL must be under some pressure to reduce AWT, (average wait time) on his Team to achieve a Service Level. Still it's not good management to me, as it sounds like all this has had a major effect on your morale.
Ask for a one on one, and explain how you feel.
The Agents have targets of web refferals and call logging, which they normally can hit no probs. Agents are not measured individualy on customer satisfaction, although my old Team, notebooks was, the Entry Team is none technical..ish.
Your TL must be under some pressure to reduce AWT, (average wait time) on his Team to achieve a Service Level. Still it's not good management to me, as it sounds like all this has had a major effect on your morale.
Ask for a one on one, and explain how you feel.
Man of Honour
GTA said:
Perhaps that is changing the very person she is. Would you do that in the name of a call center ? I am damned sure I wouldn't GTA and I don't see why Piggy or any other person who takes pride in their work should have to either.
we have issues like that at our place, our ACW (after call work) time should be 10secs on average, wheras mines 25-30seconds - mainly because a lot of stuff that needs doing the card holders dont need to be on the line for, so i finish it a lot after, i get moaned at tonnes, but again i do my prob properly have 100% quality monitoring though!
Annoys the hell out of me, especially when the new kids give out wrong info, **** calls up creating more calls and complaints for the rest of us!
Annoys the hell out of me, especially when the new kids give out wrong info, **** calls up creating more calls and complaints for the rest of us!
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