I was asked by our CEO for some suggestions for our call centre before Christmas but my work schedule has been manic, he was eager to see what suggestions I had based upon my work with an award winning customer service team.
They set targets in the call centre, then, they have a quiz. Now, Over November, these quizzes totalled up to over 120 wasted man hours, December (of which I was off for 2 weeks) totalled 75 man hours and so far in January, (4 working days) 35 man hours.
Anyway, it's got back the head of the call centres, a man who is so self-involved, narcissistic and useless and I had him in my room asking me why I was tracking the time they spent doing quizzes. "The CEO asked me too" wasn't good enough so he then proceeded to rather nastily tell me keep my nose out, stop doing it and perhaps I should be concentrating on my own work. I kind of kept my cool, but still snapped a little telling him that maybe if they spent less time ****ing about and more time working the bookings would be higher, that it's incredibly hard to do my job when him and his rabble are shouting and screaming as we're in the same open space and if he was so worried about people doing their job maybe he shouldn't be using work email to sex talk his girlfriend who is the CEO's PA...
He's not spoken to me since so I'm not sure where this is going to go but I really don't care anymore
There's been a lot of little jibes about quiz's though so chances are he's telling people but it's him that is wasting time and it'll be him in front of HR if it carries on, and she hates him and likes me
I am all for motivating staff but it should be rewards that don't take away from actual working time that our sales consultants pay for, and those times there don't include "going home early" certificates for making bookings, or the time spent where he is prepping those or the time that managers/team leaders are involved in them.