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Loving Life Partner posted:What do you guys think of this theory I just came up with? It rings true. You just described life in a
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Aug 7, 2012 21:19
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rockinricky posted:You just described life in a Oh god don't even remind me about FISH! Argh.
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Aug 7, 2012 23:38
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rockinricky posted:You just described life in a *racks shotgun* Take your FISH! and back out the thread nice and slow boy. We don't want any trouble.  For those who don't know: http://en.wikipedia.org/wiki/FISH!_philosophy
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Aug 8, 2012 00:18
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Well, I'm done. Today was my last day. Best of luck to all of you, and I hope you all get out when you can.
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Aug 8, 2012 03:51
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Today was my day off, and I was getting my hair done when I got a call from work, asking me to come in on my day off because they wanted to interview me for an internal position that I'd applied for and written a test for. I got the call tonight that I got the job. It's Quality Assurance/Quality Analyst. Has anybody worked Quality Assurance in a call centre before?
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Aug 11, 2012 00:59
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cuntvalet posted:Today was my day off, and I was getting my hair done when I got a call from work, asking me to come in on my day off because they wanted to interview me for an internal position that I'd applied for and written a test for. I had to do it as a secondary thing as a Supervisor and it was like watching a bad horror movie. You're sitting there watching this call unfold, the agent is struggling along and not seeking any assistance, giving the customer misinformation and there's not a thing you can do about it. When you do find a good call though, it really brightens your day to see excellent service provided to a customer and hear the joy in their voice that they got someone who understood and resolved their issues. I guess it's hit or miss really, but those bad calls or agents are just infuriating.
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Aug 11, 2012 02:20
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bulbous nub posted:I had to do it as a secondary thing as a Supervisor and it was like watching a bad horror movie. You're sitting there watching this call unfold, the agent is struggling along and not seeking any assistance, giving the customer misinformation and there's not a thing you can do about it. When you do find a good call though, it really brightens your day to see excellent service provided to a customer and hear the joy in their voice that they got someone who understood and resolved their issues. Still beats actually taking the calls.
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Aug 11, 2012 04:33
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bulbous nub posted:I had to do it as a secondary thing as a Supervisor and it was like watching a bad horror movie. You're sitting there watching this call unfold, the agent is struggling along and not seeking any assistance, giving the customer misinformation and there's not a thing you can do about it. When you do find a good call though, it really brightens your day to see excellent service provided to a customer and hear the joy in their voice that they got someone who understood and resolved their issues. See, they interviewed me and hired me for a job I don't really get the details of, so that's confusing. In your case were you listening to recordings or were you y-jacking with agents live?
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Aug 11, 2012 05:22
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cuntvalet posted:Has anybody worked Quality Assurance in a call centre before? I never worked QA, but I feel I have a good sense of what they did at the center I worked at. Each agent was subjected to having 3 random calls analyzed by a QA person per month. Tons of random call were recorded, and QA would pick one from a big list, usually between 3 and 20 minutes. Then they would listen to them and write up an oh-so-helpful report to send off to the agent and their lead. No real-time jacking-in. I personally hated receiving QA reports. Thanks for telling me my screw-ups after the fact. QA at my place was largely regarded as a huge step up from agent. They even had private desks with tall cubicle walls! Monday through Friday hours! Wowie! I also came into contact with the FISH! thing toward the end of my employment. I was feeling incredibly frustrated and upset with my job and being told it was up to me to make myself happy about getting yelled at for customers' inability to pay or read bills made me even more resistant to being happy about it.
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Aug 11, 2012 06:19
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cuntvalet posted:Has anybody worked Quality Assurance in a call centre before? I couldn't do it. I had these insane impulses to walk over to agents and start bashing them over the head with a nerf bat until I beat the stupid out of them. My personality couldn't deal with it. In fact I never once wanted to get promoted inside of call center ops, I waited and waited until a corporate gig opened up and got the gently caress out of the call center side of things. "Well you see ma'am, Mac wireless cards aren't compatible with your wireless router so you'll need to go buy a new computer to use the internet" all because the agent didn't know how to configure a MAC's wifi.
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Aug 11, 2012 06:28
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I'm glad you guys have given me your insight. I'm hoping this is a move in the right direction, but it's weird, going from meh-agent to QA. We shall see, I guess!
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Aug 11, 2012 07:04
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I had to do QA for a week and I wanted to walk into traffic. Passively listening to other people gently caress up was a nightmare, I hope you find the experience much more rewarding.
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Aug 12, 2012 09:14
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I worked in a seconded Quality position for a year in a call centre, I got it 9 months in. My centre was 'Directory Assistance' (123 Ask Me Anything for any Aussie goons) and I quite enjoyed it - it sure as poo poo was better than taking calls. Basically, for DA calls I would download 4 calls a month for each agent - our AHT was 51 seconds, so I'd get a 30 second, 50 second and 90 second call, with a random one in between. Then I'd listen to the calls and mark the agent using our scorecard. I fully admit I cheated on regular occasions and if they got a really nasty call where they even slightly lost their temper at the fucker of a caller, I would delete the download and get another one. Screw marking someone down because your caller was a shithead. We also took paging calls, because these were not recorded (cough cough) I would make, say 150 - 200 calls a month getting random agents and pretending to be calling the 'service' and wanting to leave a message. I could never do what the older QA's and managers would do, which was occasionally be a jerk. Agents had a bad enough day already. Once again, mark the calls and then if I was allowed to pull the agent off the phone I would give them a little coaching. Some people hated Quality, and I get that some of the rules were stupid and annoying, but if you could sit down with them one on one and pull up the paging service and point out what you had marked down for they tended to be pretty easy going. Then the was the fun stuff, like organising competitions and fun days and decorating the centre, and writing up the newsletters. And why did I leave? Well, I was only seconded and suddenly my Quality hours were going down...and down...and down. And I knew the girl who had trained me was going to be coming back from her 12 month maternity leave. And every single second on the phones was so loving horrible, I was angry all the time, I had lost my ability to empathise ("You're calling for poisons hotline because your child ate shampoo? Bitch please, the number is on the bottle!") and I eventually had a hardcore burnout and had to leave because I was constantly sick to the stomach and having anxiety attacks about having to go into work. I ended up on Valium. I was out of work for 3 months and then for some loving stupid reason I went back to another call centre (bloody Apple tech support) which was even WORSE than 123 and I lasted 3 months before I was bursting into tears before every call and one Monday I stood up, handed all my poo poo in and walked out the door...straight to a psychiatrist! Who told me never to work in another call centre again, and I'm now in admin and super happy! Good luck goons, you need it.
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Aug 12, 2012 12:33
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cuntvalet posted:I'm glad you guys have given me your insight. I'm hoping this is a move in the right direction, but it's weird, going from meh-agent to QA. We shall see, I guess! It seems slightly sideways, but definitely upwards in general. Congratulations. Also, unrelated, the FISH! wikipedia page is wonderfully bad. Most pages when they have a hyperlink labelled 'film' or 'book' link to the film or book they're talking about? Not this one! Links to the actual pages for films and books, because people don't know what they are at all.
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Aug 13, 2012 11:55
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RICHUNCLEPENNYBAGS posted:Still beats actually taking the calls. Agreed, 100 %. cuntvalet posted:See, they interviewed me and hired me for a job I don't really get the details of, so that's confusing. Both, but the live calls were better for me at least since I had the opportunity to correct the agent on the spot and prevent any FTR hits or whatever.
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Aug 13, 2012 17:38
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skipdogg posted:I couldn't do it. I had these insane impulses to walk over to agents and start bashing them over the head with a nerf bat until I beat the stupid out of them. My personality couldn't deal with it. In fact I never once wanted to get promoted inside of call center ops, I waited and waited until a corporate gig opened up and got the gently caress out of the call center side of things. I want to do this to a guy and I don't QA. Listening to that fucker spew poo poo about how a small (Category 2) hurricane destroyed the power grid so bad it affected power in a huge city 400 miles away, or how the government is forcing wireless manufacturers to make their modems less powerful on the wireless side so they only cover a certain area. I really need to start my list back up of "Troyisms". How the gently caress he's still a Tier 3 agent I don't know.
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Aug 16, 2012 13:25
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Gothmog1065 posted:I want to do this to a guy and I don't QA. Listening to that fucker spew poo poo about how a small (Category 2) hurricane destroyed the power grid so bad it affected power in a huge city 400 miles away, or how the government is forcing wireless manufacturers to make their modems less powerful on the wireless side so they only cover a certain area. I really need to start my list back up of "Troyisms". How the gently caress he's still a Tier 3 agent I don't know. If a power plant gets destroyed/goes down unexpectedly it can have pretty far reaching consequences. The U.S. grid is all tangled together and not very robust.
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Aug 16, 2012 19:34
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I wrote and passed my QA certification test today. Woop! Only 8 hours on the phones a month!
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Aug 16, 2012 23:24
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I absolutely loved doing QA for my first program. It was a bit of a clusterfuck sometimes but I managed to get really good at it. They drastically changed the scorecard half way through my tenure which was hell to go through. We were supposed to do a lot more side by side live monitoring but I hated doing it and always did them from the QA office. I managed to double my typing speed doing assessments with the recording sped up all the way. There were points where everyone in the office would stop doing their work and stare at how fast I was typing. Our company had the highest quality scores across the vendors. None of the vendors ever got a passing mark though. I hated that the client used to QA our QA calls. I remember getting evaluated on one I did by someone who never really evaluates calls or knows a lot about the front end of the business. I sent a really nasty email to my manager about how wrong the evaluation was. She forwarded it to the client. I was happy. I only ever gave out one zero. I did my fair share of cherrypicking calls but there were a few things I wouldn't let slide. Lying and laziness were both big on the list.
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Aug 17, 2012 02:26
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More then halfway through my 6th nightshift this week! 12 hours each, 1800-0620, for a week straight is a bit much but considering I get over 40 hours of overtime out of it I won't complain. Bonus: I thought it would be simple overtime (~$38/hour) but according to my union any overtime between 2000-0600 gets the increased rate (~$51/hour). Not bad pay for phone work, especially since it's the weekend and we have very little calls. So I can browse SA, read up for my CCNA, or watch a movie (my colleague is watching Eurotrip as I'm writing this).
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Aug 19, 2012 01:48
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taremva posted:More then halfway through my 6th nightshift this week! 12 hours each, 1800-0620, for a week straight is a bit much but considering I get over 40 hours of overtime out of it I won't complain. jesus christ i'm working for the wrong call center
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Aug 19, 2012 06:57
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taremva posted:(~$51/hour)
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Aug 19, 2012 10:59
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Tennis Ball posted:If a power plant gets destroyed/goes down unexpectedly it can have pretty far reaching consequences. The U.S. grid is all tangled together and not very robust. I'm not talking plants, I'm just talking some lines and poo poo that get taken down. I know a plant going down can cause rolling brownouts across a few grids as they try to keep up with the demands until the plant is back online, but just some downed lines shouldn't cause that.
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Aug 19, 2012 19:02
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Semprini posted:Are those US dollars? Yes, using yesterday's currency exchange rates. edit: Want me to post a breakdown of what my union mandates in regards to pay for different hours of the day? Would that be interesting or useful? It's not minimum wage stuff, it's how much your pay should be increased for working on a weekend, for example. It is all based on your monthly pay in the end. taremva fucked around with this message at 03:16 on Aug 20, 2012 |
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Aug 20, 2012 03:11
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Reading the New York Times today, it looks like my company is announcing our new CEO...again. For those playing at home, this is our 3rd this year. And my boss wonders why I'm cynical about working here.
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Aug 20, 2012 14:56
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It's enough to make you blue (and yellow, right?)
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Aug 21, 2012 01:27
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Boomer The Cannon posted:It's enough to make you blue (and yellow, right?) Perhaps... 
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Aug 21, 2012 03:52
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BigDave posted:Perhaps... Hey did you post those stories about working at a Rosetta stone kiosk? I'm not asking to whine about "fake stories" or whatever, I'm just curious.
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Aug 21, 2012 07:14
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There's a weird arc with billing calls don't give any shits about your billing what's due and when and why you're cancelled and etc? annoying but, care too much? loving annoying. "when is that due again? so you'll just send me a bill? great i'll take care of it when you send it. i can pay with a visa card? great. do i just call you or..? okay, great, I guess I can also pay on the website, I just don't want to be behind or anything, you know how it is, I just want to make sure you'll send that bill, last time I was supposed to get a bill and didn't, so I had an issue with a late payment, and etc." SHUT. UP. (USER WAS PUT ON PROBATION FOR THIS POST)
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Aug 21, 2012 16:15
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Slam Pajamas posted:Hey did you post those stories about working at a Rosetta stone kiosk? I'm not asking to whine about "fake stories" or whatever, I'm just curious. Yup, that was me. I couldn't find a picture of my manager so I used a placeholder and got called out for it. In fairness, that was 3 years ago.
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Aug 21, 2012 16:17
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Just when I was starting to get back in the rhythm, we get out customer survey stats back for the quarter. They are poo poo. They've been steadily tanking since February. And they literally sent out an email blaming new hires and too many escalations. Seriously? You loving changed so much and made it worse for the customer, and you're blaming new people on the fact we're getting so many more angry people calling in regarding these changes? Try your lovely sales culture. You want more sales, you're gonna sacrifice a whole fuckload of customer service to get them. rear end hats. Edit: O ho ho, looking back at my posts in March... guess what they changed! The phone system. I loving knew it was going to screw everything.
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Aug 21, 2012 17:55
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Chicken Doodle posted:Edit: O ho ho, looking back at my posts in March... guess what they changed! The phone system. I loving knew it was going to screw everything. We told you Avaya sucked rear end. 
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Aug 22, 2012 08:51
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BlackIronHeart posted:We told you Avaya sucked rear end. I figured a way around it. If I make busy and get back on again after a long call, I get a call way way faster. But yes, gently caress Avaya. Bastards.
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Aug 22, 2012 16:49
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Alpine Access wants me back and I'm actually doing an interview because I'm having an awful time getting a job. edit: Annnd the interview was supposed to start 5 minutes ago but the interviewer is nowhere to be seen! Woohoo. edit2: oh god, I joined the wrong interview room because there was two links. Awesome. Shadaez fucked around with this message at 18:11 on Aug 23, 2012 |
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Aug 23, 2012 17:59
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Chicken Doodle posted:Just when I was starting to get back in the rhythm, we get out customer survey stats back for the quarter. They are poo poo. They've been steadily tanking since February. And they literally sent out an email blaming new hires and too many escalations. The secret is you're not supposed to be able to meet the goals.
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Aug 24, 2012 05:00
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So about seven months ago whichever bottom of the barrel company our client contracted to run the IVR poo poo the bed and we stopped getting account information / validation requirements / sales offers through our soft phone. So instead of you calling the customer service number on the back of your card, dialing in all your information and then getting connected to a CSR who goes "Can I get your name? Thank you Mr. Johnson I have all your poo poo right here on my computer how can I help you?" you get connected to someone who has no idea what the gently caress and we ask you for all your poo poo all over again. Then two days ago out of nowhere the soft phone started spitting out account IDs and validation requirements and everything on about 50% of calls and everyone's super stoked about it kinda sorta working but I'm just dumbfounded that poo poo here is so inexcusably bad that things working the way they're supposed to half the time is something to be celebrated. It's been broken so long that all the new people they've trained in the past four months started freaking out because they didn't know what was happening because they stopped training people how to use the soft phone because they never thought it would work again.
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Aug 24, 2012 06:39
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My 8 person team has lost 2 people and 1 got demoted. Another is probably going to quit in the next 2-3 months when they get into grad school. That cuts our already short staffed team in half. And we have no one to promote up because people in entry levels keep leaving (we're a very flat company. entry > my team > manager > founder). We have lost 16% of our total work force in the past 3 months and have replaced 11% of that 16 this month, but they all have to be trained. I need out.
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Aug 24, 2012 08:57
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RICHUNCLEPENNYBAGS posted:The secret is you're not supposed to be able to meet the goals. Speaking of this, I was having a great weekend until I logged into my remote scheduler and saw my compliance time had slipped a bit, and then for some reason I started getting really really loving depressed. I had a lovely loving week last week with numerous call backs and poo poo, and it's half my fault and half outside influence, but god drat it one percentage point shouldn't have me near panic. This job is good when it's good but so loving lovely when it's bad, and it's getting worse. 
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Aug 27, 2012 08:23
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3.5 hours paid off phones tomorrow for a special diversity and inclusion activity  Sometimes corporate wank is awesome. Have to think up some troll questions/scenarios to present.
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Aug 27, 2012 14:02
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Loving Life Partner posted:3.5 hours paid off phones tomorrow for a special diversity and inclusion activity Turn up: in a wheelchair with a white stick in religious garb cross-dressed in the wrong ethnic clothing
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Aug 27, 2012 14:34
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