Shirking one's responsibilities.
Oct. 3rd, 2004 10:45 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
reynardoCertain of my cow-orkers have been taking short-cuts with the customers. When a customer rings just before the end of their shift, or when they don't want to be taking a long installation (such as the USB driver into Windows 98) they've been telling the customer that they can't help, or to "reboot your machine twice and ring back when that has happened".
Which means some of us who have a bit of a work ethic have been copping the long calls. The diagnoses of firewall blockages. And the glorious Win 98 USb installs that are so fraught with danger and prone to falling over in the middle of them (or just taking 5 minutes for each reboot). Which means it is us poor mugs who end up with the long calls that kill our monthy statistics that these call centres thrive on.
So I did the hard thing today. I asked a supervisor to check to see if the calls are being fobbed off. And to keep an ear out for them. Because when other people get the shining stars by passing off the hard work to those of us with a bit of a work ethic, it hurts.
Which means some of us who have a bit of a work ethic have been copping the long calls. The diagnoses of firewall blockages. And the glorious Win 98 USb installs that are so fraught with danger and prone to falling over in the middle of them (or just taking 5 minutes for each reboot). Which means it is us poor mugs who end up with the long calls that kill our monthy statistics that these call centres thrive on.
So I did the hard thing today. I asked a supervisor to check to see if the calls are being fobbed off. And to keep an ear out for them. Because when other people get the shining stars by passing off the hard work to those of us with a bit of a work ethic, it hurts.
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no subject
Date: 2004-10-03 06:30 am (UTC)no subject
Date: 2004-10-03 07:13 am (UTC)It's the winsock errors after the borked installs that hurt so much. And I think we ought to discuss this over drinks in about 4 weeks, yes?
no subject
Date: 2004-10-03 06:32 am (UTC)no subject
Date: 2004-10-03 07:15 am (UTC)(My own fault - shift swapped and didn't think straight)
no subject
Date: 2004-10-03 05:08 pm (UTC)no subject
Date: 2004-10-03 08:16 am (UTC)It's one thing to look the other way in a case of "no harm, no foul." It's quite another when your cow-irkers are degenerating the job metrics of the people who pick up their slack.
*hugs*
Date: 2004-10-03 10:44 am (UTC)Then again, I got told repeatedly my call time was too low of all things whilst working at telstra.
....wtf?
They listened on my calls again and again and I proved i was doing everything I needed to, I'm just a faster typer and actually have something resembling a work ethic compared to most telstra drones :P
Re: *hugs*
Date: 2004-10-03 05:23 pm (UTC)Re: *hugs*
Date: 2004-10-03 05:33 pm (UTC)In short, I did my job, I did it fast, we turned over more customers handled and no one was being forced to rework due to my speed. (Unlike what's happening to poor
but noooooooooooooo, didn't fit into the pidgeon hole therefore I was evil.......bastards.
Re: *hugs*
Date: 2004-10-03 06:56 pm (UTC)Re: *hugs*
Date: 2004-10-03 07:05 pm (UTC)Manager looks at the stats, one person is wrecking the grade curve, as it were. That manager has the option of
a) improving the work-rate of the rest of their staff
b) getting the one good worker to dumb it down so the stats aren't so hard to explain to their next manager up.
The choice is easy. Usually a precursor to someone pointing out why that choice is so wrong. :/
no subject
Date: 2004-10-03 08:03 pm (UTC)That's not how I read your initial comment, but when you put it like that, I have to respectfully agree to...er, agree.
*grins and hugs*
no subject
Date: 2004-10-03 06:59 pm (UTC)More power to you for having the strength to speak up.