Shop Talk
FLOOR WIDE RESHUFFLE?
HAs anybody of you here who are call center agents experienced a reshuffle where nobody stays behind any team.
I mean say you have a team like say "TEAM ORANGE".
All members from that team are transferred to other teams that NO original members are left on that team?
IS it really helpful or just more confusion?
Does it help performance?
HELP for all the more experienced guys and especially managers or supervisors.
PS What's weird is that is gonna start this MOnday and nobody knows whats our new team, not even our schedules...WEIRD!!!!
I mean say you have a team like say "TEAM ORANGE".
All members from that team are transferred to other teams that NO original members are left on that team?
IS it really helpful or just more confusion?
Does it help performance?
HELP for all the more experienced guys and especially managers or supervisors.
PS What's weird is that is gonna start this MOnday and nobody knows whats our new team, not even our schedules...WEIRD!!!!
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The same thing happened to me about a month ago. I was on this really great team for like 10 months straight. I mean we kicked a$$. We were tops in our center rankings everyday for six straight months we meshed together so well.
I had been with most of those guys from training and it sucked balls when I got transfered to another team for "realignment" bs.
"This will make the center better." blah, blah, blah.
Now, I have to suffer on a crappy team and hang around people I dont know and next Monday its off to the "realignment" races again because I am going to another team. Maybe its because Im good or something.
I had been with most of those guys from training and it sucked balls when I got transfered to another team for "realignment" bs.
"This will make the center better." blah, blah, blah.
Now, I have to suffer on a crappy team and hang around people I dont know and next Monday its off to the "realignment" races again because I am going to another team. Maybe its because Im good or something.
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Our line was "It's what the client wants."
Then they redid EVERYTHING. We had about 14 hours warning and the rat-bastards dissolved departments, moved people to other departments, changed teams... everything.
Many of us are still on the same team but that whole team has been moved to another department.
I almost didn't come to work. I'm foolishly holding out the hope that they will let me into Admin, I need to go home and fill out the App for Virgin.
Then they redid EVERYTHING. We had about 14 hours warning and the rat-bastards dissolved departments, moved people to other departments, changed teams... everything.
Many of us are still on the same team but that whole team has been moved to another department.
I almost didn't come to work. I'm foolishly holding out the hope that they will let me into Admin, I need to go home and fill out the App for Virgin.
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Nikoletta said:
Our line was "It's what the client wants."
NEVER believe that line, if one is unfortunate enough to work in an outsource center (particularly if your employer's name starts with 'Con' and ends with 'Vergys'). I heard that one as a regular refrain.
Then I met the regional rep from the client one day.
What followed was an incident with stark parallels to that scene in Office Space, in which our intrepid hero (having cheerfully decided that his job doesn't matter anymore) walks in to meet with those two consultants and gives them his honest opinion.
Except I didn't get a promotion out of it. I just got to see a whole bunch of two-faced, kiss-assed managers behaving like whipped pupp...
(continues)
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Well that's what killed me. It was "Service Level this... Service Level that." because they couldn't get enough people to stay as telesales agents, basically they are forcing those of us who were HAPPY with our jobs to take over the cue that can't keep people in.
They took us out of accessories and super-cued everything, so everybody takes accessories calls... and then the accessories cue went to HELL in a hand-basket... 30 minute hold times. 20+ people on hold because the system had telesales as the priority for almost everybody and accessories as a back-burner.
And Telesales still looks like crap because half the people they did that to quit on the spot (about to be one more if I don't get my transfer.)
It's all bull$417, just di...
(continues)
They took us out of accessories and super-cued everything, so everybody takes accessories calls... and then the accessories cue went to HELL in a hand-basket... 30 minute hold times. 20+ people on hold because the system had telesales as the priority for almost everybody and accessories as a back-burner.
And Telesales still looks like crap because half the people they did that to quit on the spot (about to be one more if I don't get my transfer.)
It's all bull$417, just di...
(continues)
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You must work "Where Everything Sucks Terribly" 👀 If you do RUNNNNNNNNNNN.
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In practice, I can't see a total reshuffle as being helpful to performance in any team environment, except as a last resort in the face of exceptional dysfunction.
Granted, having worked in call centers of varying degrees of dysfunction, I've yet to see one that was really a team environment. The job itself is highly individualistic. Your 'team' is composed of people with the exact same specialisations and roles. They are seldom in a position to work together on an issue with a 'team-mate'. A customer care rep is more likely to work together with a rep in a different department (ie Tech, Warranty, Relocations, etc) than to work with the rep next to him on an issue. It is often specifically against center policy to do so, particularly if t...
(continues)
Granted, having worked in call centers of varying degrees of dysfunction, I've yet to see one that was really a team environment. The job itself is highly individualistic. Your 'team' is composed of people with the exact same specialisations and roles. They are seldom in a position to work together on an issue with a 'team-mate'. A customer care rep is more likely to work together with a rep in a different department (ie Tech, Warranty, Relocations, etc) than to work with the rep next to him on an issue. It is often specifically against center policy to do so, particularly if t...
(continues)
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Oh my god, I just had a picture of doing that, standing on my desk screaming at the top of my voice. And we don't have security people, they'd have to call the cops!
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I like that explanation. 🙂 I still don't understand why an entire group gets moved up two rows for no apparent reason. Now you've adopted the crud-infested keyboard of a cow who used to slurp soup at her desk. None of your apps work anymore, so there's an hour on the phone with IT to ruin your stats. You're seated alphabetically because it gives the bigwigs inner peace, until Ms. Brahms & Mr. Grainger quit and the holes are filled in with people of random nomenclature. So much for inner peace. Next month everyone's rearranged by job title, years with the company, or years with the department. I think it'd be amusing if everyone put pictures of chess pieces on their chairs to reflect what's really going on.
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My call center does this EVERY quarter which is just crazy, I know when I was a sup you just get ur team where u want them then you get a whole new team, its just crazy, why throw such a BIG change every 3 months, never made and still doesnt make sense to me
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