It really sucks. You do your job well and get to know the systems and now I'm on an action plan to raise it. I'm sorry that I work fast. Most places would want me to do that.

Yea, but most places care about their employees.

most...but not here..they would rather see us go grey early and lose our minds from tring to meet inpossable demans of par

it just sucks, becasue i do a good job. i'm always getting 100s for quality. i just do my job fast. i don't play around. if a call goes on for longer than 5 minutes i get antsy and want to finish it. probably my ADD kicking in.

yea i hear you there...we should be thanked for fixing problems quickly...lets us help MORE people thereby bringing cingulars Cus care rep up

Yes, but to play devil's advocate you have to understand they're alot of people that don't do all they're supposed to and end calls early. I see it all the time. So by the numbers if on average it takes most people 400 seconds to do this one thing and this one person only takes 150 seconds then they'll think something is wrong and your not educating the customer fully.

true but still

for ex

lets say a cus calls in to suspend a line

I can educate the cus on proration how long the suspendion will last when it will take hold how they can turn the phone back on and their options if the phone is lost/stolen

while I'm suspending the line

the only thing that would make this a long call is if I go over rate plans with the cus and phones for cingular..or if its a shared line place a order for a new phone

so it doesnt take long to suspend a line for someone so its a short call

Right I agree with you. BUT, also think that PAR is an average of ALL your calls during the day. We of course are expected to have at least 2 long calls out of 20. So if you AHT for the whole day is low then it raises eyebrows because how often do you suspend lines compared to explaining bills and handling bill disputes, which takes longer?

oh Im not aruging that point..I guess Im saying that as long as they dont call back and its noteated on the acount what was said then we shouldnt get in trouble for being good at our jobs

Don't get me wrong, I'm not taking sides of the horrible, degrading job, but from a business stand point their not saying your not doing a good job. Quality marks back that fact up, but they're asking to fit in with rest of the company, so that no information was missed. Like for example I like to drive FAST, and that doesn't mean that I don't drive well, but were I to be pulled over I'd still be a fault for not following what the average speed is. Same principle. Police just want you to slow down so you don't miss anything and are able to notice things you may not be able to if you were going to fast,

I don't like you becasue you made a point that destroyed our argument. lol

you'd think that. when you average 62 calls a day you should be rewarded. not punished

Why should you be rewarded for doing your job? Here in C&A, we average 85-90 calls a day.

that's high for our call centre at least. i'm always leading my team.