Legacy Blue Reps...Do You Follow PAR Now???
I used to be a blue rep before we were converted orange. For those of you blue reps still taking strictly blue calls, are you under the PAR system yet? Do you like having transfers, availability, repeat calls, short calls and handle time make you or break you each and every day? AND NOW THEY THREATEN CORRECTIVE ACTION TO THOSE WHO DON'T MEET!!!
Good thing I've got my stats in order...but it ultimately takes away from the quality of service we provide our customers. Having to worry about these metrics takes away from the customer focus in my opinion.
Good thing I've got my stats in order...but it ultimately takes away from the quality of service we provide our customers. Having to worry about these metrics takes away from the customer focus in my opinion.
...
Can anyone say Micro-Management??? Not what we were used to, huh? We had it nice legacy blue style, lol.
...
yes we have PAR now, and I'm not gonna complain anymore, b/c they just brought in a contest where you can make big moolas by meeting PAR!!!! (by moolas, I mean money)
...
Yaa we have par coming out our but. I would complain, but the only poeple who are really hurt by par the customers.
...
Ya but you meet PAR by screwing the customers. I used to work for a blue call center but got out of there quick. My friend who still works there says he has to work like a machine to meet PAR.
...
Time to change our greeting to "Thank you for calling cingular wireless customer care were we can care for only 475 secs"
...
We've had par for over a month now.
Or at least going on a month.
I meet it about 3-4 out of 5 times a week, and I never hear anything about it anymore.
I don't even try.
I haven't heard of anyone being disciplined for it either.
And we get to win prizes too.
Or at least going on a month.
I meet it about 3-4 out of 5 times a week, and I never hear anything about it anymore.
I don't even try.
I haven't heard of anyone being disciplined for it either.
And we get to win prizes too.
...
I am just saddened that Cingular would resort to making us quit rather then just tell us the contract is off so we can move onto outsourcing for another company.
...
thats most employees on the bottom of the totem pole in any company... you have to focus on keeping ur job first, then worry about how well u do it!
...
Wrote this a while ago, thought I'd throw it in here so that PAR is revealed for the incompetent policy it is...
To whom it may concern,
Recently Cingular Wireless implemented a policy by which it rates the performance of its call-centers’ employees. These metrics are collectively known as PAR, and they measure 4 parameters: Average Handle Time (AHT), Availability (Your time logged into the phone, minus the after-call work and hold time), Short Calls (defined as calls less than 20 seconds), and Transfer Rate. These were introduced in an effort to standardize employee reviews. In actual practice, however, these metrics do not effectively communicate the actual performance of the representative, and in some ways, penalizes them for goo...
(continues)
To whom it may concern,
Recently Cingular Wireless implemented a policy by which it rates the performance of its call-centers’ employees. These metrics are collectively known as PAR, and they measure 4 parameters: Average Handle Time (AHT), Availability (Your time logged into the phone, minus the after-call work and hold time), Short Calls (defined as calls less than 20 seconds), and Transfer Rate. These were introduced in an effort to standardize employee reviews. In actual practice, however, these metrics do not effectively communicate the actual performance of the representative, and in some ways, penalizes them for goo...
(continues)
...
Has anyone ever seen in writing exactly how these states are calculated? I have been asking for nearly TWO MONTHS and all I get is a smile and a slightly different "verbal" description. And then my manager acts as if the topic is closed. Here's the deal, I just got a poor qualitly score for doing something that I had been told "verbally" was OK, but sadly does not exist anywhere inwriting. So, no matter anyone said to me, I'm wrong.
So, if that's the "game" Cingular wants to play, I will refuse to sign anything until they provide me a non-verbal answer. Damm folks, this is getting pretty pissy.
So, if that's the "game" Cingular wants to play, I will refuse to sign anything until they provide me a non-verbal answer. Damm folks, this is getting pretty pissy.
...
Yup got par here in blue.
So far today I've only been here for 2 hrs and I already know I won't make PAR today!
To many transfer. To make PAR I'd have to take 63 calls today WITH NO MORE transfers!
Damn it all to hell!
So far today I've only been here for 2 hrs and I already know I won't make PAR today!
To many transfer. To make PAR I'd have to take 63 calls today WITH NO MORE transfers!
Damn it all to hell!
...
