Tuesday, September 14, 2004

Deep breath.

I know, I know, I am getting slack with the blog entries but there just isn't enough hours in the day to get everything done. Bit by bit I am packing this dump up but it is going to get worse before it gets better. It's an obstacle course around here, boxes everywhere. I can't get the storage place till the 20th so I am stacking them as best I can. Can't wait till this is over.

Had a team meeting with the new TM and vented for a half an hour. Think he may be seeing things my way. I am not the type who stews in silence. Surprising as that might sound. But if people don't know they are pissing you off, then they will continue to piss you off. Might as well get it off your chest. Then if they are still pissing you off, at least you know its intentional.

I tried to drill it into his head that if he doesn't know how to do something, then ask someone, and keep asking till you find out. Don't stumble around and hope you get it right. I don't want him to fail, I want him to get up to speed as quickly as possible. The sooner he does the better off we will all be. I even spoke to a couple of other TM's and brow-beat them into offering some assistance. They know what it was like to learn all this shit, they should be ashamed that they are just letting him swing in the breeze. (the 'you should be ashamed' thing hit the spot)

What else. Oh, we had a regular TM (as opposed to a pro TM) Managing the Q on Sat night. Wait, this might get complicated if you don't know how my job works. Let me give a little bit of insight.
We are paid for a service level of 85%, anything above, we don't get paid, anything below and we get penalized. If we are in Q (meaning a shitload of people are waiting on hold) then depending on how deep we go, our service level goes down. If we have no Q and are sitting around doing nothing (BTW my dream job) then our service level goes up, meaning we are available for calls, it rings twice and there we are. Then too, if we are sitting around doing nothing for too long, the service level goes down. (hope you sort of get the picture) So, when we are not in Q and our service level is good, we can afford to jump into Super Q (mixture of cc and pro) or PPA (internal) Q and help them without hurting ourselves.

Anyway, the cc TM takes us all out of pro and puts us in PPA, to purposely drive down our service level, which in my opinion is unethical, it is essentially cooking the books. But try and explain that to him? You see the higher ups just tell the TM's to manage the Q and assume they know what that means. Some of them do not. So, we have Professional customers calling in and hearing nothing but hold music on a Sat. night, they are not impressed.

Then there is the 'customer satisfaction' (CSAT) element. People are routinely surveyed and asked about their overall satisfaction with the service. Well if you are a professional and are calling on a Sat night because your entire network is down and you have to wait on hold just to reach a customer service representative, how do you think you would answer those surveys? Favorably? I think not. If we hit our CSAT goal each month we get a bonus.

There is a balance, and someone needs to get all the TM's on the same page. This is fucking with my bonus and I am not impressed.

I am ranting now, so I think I will post.

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