call centers part IV

Hi,
I was going to stop at call centers III, but they just never cease to amaze me. The latest brilliant idea by the suits was to block all email sites. (yahoo, hotmail...) Now, we do have company email, the only problem with that is that we can't send out! The best way to get in touch with our supervisors is by emailing them. We do have access to email in the cafeteria, just not the computers that are beside the phones that we're on. The thing with that is, we aren't supposed to leave our phones during the work day, because it affects our "stats", leading to shifts that we don't want, leading to lower customer service, leading to a higher turnover rate.

So what do we do to email our supervisors and colleagues? Email them on our breaks, lunches, when we're on the computer at home? Yeah, right.

beijos

call centers part III

Hi,
I have a few more things to say about call centers. In part I, I explained how it works, how I'm indirectly an employee of AT&T. But, their call center support is with Convergys, so I work for them.

The other day, my "team leader" told me that my customer satisfaction is at 100%. So AT&T's customers really approve of me. AT&T's all about customer service. I provide impeccable service to the customers, but then Convergys steps in and says, "Hold it! This guy doesn't say, word for word, what AT&T tells us that he should say." So that's why my "stats" aren't great, and in turn, why I get shifts that suck, 12:30-9pm lately. Then because of these horrible shifts, I am searching for a new job. Hopefully, this seemingly endless search will come to an end sooner rather than later. Then, Convergys will lose another employee of theirs that has exceptional customer service skills for the client, AT&T.

I have one question about this: I can't figure out, for the life of me, why Convergys grades me and not the customers of AT&T, who I deal with, all day, every day. After all, it is called CUSTOMER satisfaction. Mine's perfect, so why am I being castigated by this call center?

beijos