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Originally Posted by monkeybreath
remember that there are staff that don't fit into either of these categories! there are new staff who don't care, and there are experienced staff who do care.
ntl is not about hanging up and dead on the time your shift finshes- which is why we can claim back time if we have to work over the end of a shift to finish a call.
I remember ringing debsy42 at 8:25 in the evening when her call centre closes at 8:00.... so there are exceptions to you rules  |
I don't deny that there are caring staff. But I am gone from there now so do not care. Curiosly i was quite concientious about it all until we had a sort of inverted pyramid of managers drafted in from the streets who we had to train ourselves
e'g - you had a cmr call in . You had to sell them as much as possible while at the same time keeping the call as short as possible. They wanted it both ways. The only option for an operative was/is to put a cmr on hold while they type up all the log notes to keep the idle time short when the call is ended so the personal stats do not suffer. All this does is irritate the cmrs - but it's all down to spreadsheets and statistics - and that is the concrete fact