I hate my Job :/

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Morba said:
There should be disability flags on the IVR database that the people come thro, if shes not regsitered on it or there isnt one then it should be suggested. Customers that then need a bit more time to deal with could be dealt with by a specific department with more allowance on CHT.

As your outsourced it doesnt suprise me in the slightest really, the outsourcer we use (3 full centres) has a lower standard compared to inhouse.
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Thanks mate .. I will send off a mail when I get back into work this afternoon :)
 
OK!!!
It's taken me a while to post in this thread, but everytime I even hear the name NTL my blood boils,

I started working for that crudpile of a company about a year before Piggymon (my sis)

When I started there they were totally focused on Customer Service and not stats, i.e. if it takes 1hour to fix the problem then so be it!!

Over time they gradually focused more on the stats!!!

I left the company about a year ago and then moved to Japan where I am really enjoying my work as an English teacher (and now area manager)

If I'm being honest I spent the last 6 months of my time there on permanent sick because the place really wound me up.... do I feel guilty about that? do I hell!!!

The people in charge there really do not give two monkeys about the customer, all they care about is their stats, the people in charge are just morons, plain and simple.

My experiences of this hell hole of a company are over a year old, and things have got worse since.

Sinead, I know how you feel, honestly. If I didn't have the option to come over here and teach, I would have taken any job, and I mean any job....

If you want give me a call, but I'm only going to be up for the next 30mins
 
Piggy,

Have you considered taking on technical support work for local people? You could try putting a few ads up in local shops, advertising your skills, offering to fix people's simple computer problems (e-mail, internet, spyware, etc.). You may well find you can make a decent income, or side-line from it, and you'd probably find it a whole load more interesting and rewarding.
 
karoshi said:
oh wait, what about my mortgage payment, insurance payments, utility bills and food bills next month? bah, nevermind, i'm sure that if i quit today i can walk into another job that pays as much as this one straight away..
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Which part of 'find a new job' did you misread as 'quit today'?
 
Having worked for the same company for 15 years I didn't realise how bad things are in the "real world" , we have a new(ish) measure which is basically that you are expected to spend 75% of the working day "doing something" , it really is as vague as that , this measure has really upset a lot of folks , I reckon I am going to point them in the direction of this thread and show them what others have to put up with
 
:(
Hate said:
There used to be an NTL centre in shoreham here, it got such a bad rep and half the staff walked it had to be closed (from what i've heard from 2 ex employees)
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I was being trained in NTL Debt Review at the nearby Lancing branch through another agency and as soon as they found out that I was job hunting they just sent me home!

They were sooo rude, its a tough job you've got there Piggy :( , good luck with whatever you decide...might get more money (and less stress) if you did some agency/contract work between now and your move to Essex.

BB x
 
Mr Jack said:
Piggy,

Have you considered taking on technical support work for local people? You could try putting a few ads up in local shops, advertising your skills, offering to fix people's simple computer problems (e-mail, internet, spyware, etc.). You may well find you can make a decent income, or side-line from it, and you'd probably find it a whole load more interesting and rewarding.
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Whilst the work is out there it is extremely hard to get such a personal business off the ground, and you ideally need another job on the go whilst you're at it, just to ensure you're covering your essential living expenses. ITs kind of chicken-and-egg like, you need a good reputation to get the business in, but to get a good reputation you need to be doing business. Whilst family and friends and a bit of marketing can help, its still like any other self run business, hard to get off the ground.
 
Rotty - that was
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:p
 
Piggymon said:
Please excuse the rant but I'm going potty here today :(

I work in Nthell's Tech Support Dept .. Sept last year we were all outsourced to IBM who further outsourced all tech support staff to Manpower ( yay :rolleyes: )

Before the Outsource our AHT ( Average Handle Time ) was targetted at 15 mins and we were told just fix the call no matter how long it takes

It has gradually been brought down and is now sitting at 10 mins 44

2 weeks ago I was put on an Action Plan because my AHT was too high .. it was sitting at about 13 minutes .. Why ? because I actually do my damn job and fix the customer's issue rather than getting close to 10 mins and then blagging the customer to hit targets

I managed then to get it down by not really being helpfull and I was taken off the action plan but was told if , within the next 6 weeks , my AHT rises again I would be taken to the next stage with is a PIP ( Performance Improvement Plan )

I take 2 types of calls .. SACM ( Stand Alone Cable Modem ) and STB ( Set Top Box )

The STB generally take a lot longer than the SACM calls as if I need to re-hit the STB we have to do at LEAST 2 re-boots of the equiptment possibly 3 so that's at least 5 mins before I've done anything at all ..

Last Thurs and Fri all I had were bloody STB calls so my AHT shot back up to about 12 mins

I was taken into a meeting this morning and put onto a PIP because of it..

If my AHT rises ONE SECOND over 10:44 within the next SIX MONTHS Disciplinary action will be invoked

My stress levels are going through the roof .. I'm losing my patience with Customers because either they are taking too long to do stuff or their PC's are taking too long to boot up .. I'm constantly looking at the call timer and as soon as it's getting close to 10 mins I'm thinking up ways to get rid of the customer :(

I pride myself on giving good customer service but I am being prevented on doing do by these bloody stupid targets

I am sooo close to throwing my headset halfway accros the callcentre and walking out the door and not coming back

*cries*
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i havnt read the thread but why are you telling us, why dont you tell your boss's this?
 
willd58 said:
i havnt read the thread but why are you telling us, why dont you tell your boss's this?
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I feel you may have missed a vital point here - Piggy works in a callcentre! The boss's don't care about people they work for, people that work for them or the people they are supporting.... just the stats :(
 
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