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greencreeper · 19-11-2004, 20:37

I have, apparently, a call closure rate of 2 (that's two tickets/calls) a day and I'm only available to take calls for about 2 hrs a day. So on that basis, I'm crap at my job - which is why I have just been sacked. Stats only tell you about what you have measured. No one measures how often customers are calling back because it's not important - it's all about answering the phone and being seen to handle calls. What you basically have is a hierarchy of politics where your manager wants x from you because his manager wants y from him and doesn't care how it's achieved. And it's the people at the bottom that get the crap to deal with. With me, I spent up to 90 minutes on a call, and I spent hours in call back mode phoning users and looking at their IT problems. No one measures that.

My advice would be to leave and find a company that values and supports you - if you stay where you are you'll crack up with the stress of fighting your nature.

19-11-2004, 20:37	#14
greencreeper Inactive Join Date: Nov 2003 Location: Leeds - the dog house Age: 48 Services: Email me for a current price list Posts: 8,270	Re: Am I a bad CSR? I have, apparently, a call closure rate of 2 (that's two tickets/calls) a day and I'm only available to take calls for about 2 hrs a day. So on that basis, I'm crap at my job - which is why I have just been sacked. Stats only tell you about what you have measured. No one measures how often customers are calling back because it's not important - it's all about answering the phone and being seen to handle calls. What you basically have is a hierarchy of politics where your manager wants x from you because his manager wants y from him and doesn't care how it's achieved. And it's the people at the bottom that get the crap to deal with. With me, I spent up to 90 minutes on a call, and I spent hours in call back mode phoning users and looking at their IT problems. No one measures that. My advice would be to leave and find a company that values and supports you - if you stay where you are you'll crack up with the stress of fighting your nature.