- Feb 22, 2005
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So I work in a call center, in-bound only, we work for a pretty large company, that is contracted by an even larger company to provide quality service for some of their more picky clients. I'd like to think we do a really good job at this, we're the highest rank center out of the 17 or so that do the same job as us, and that's over the last 3 years not just this month or week.
At the same time, there's only 3 call centers located in Canada, the rest are in the US. About two months back the company that contracts us changed a program that is used to track our metrics (how long our call averages are, number of calls, hangups, etc.), pretty much the numbers used to rank us. We lost access to it because of this upgrade/change they did, and they provided us with new passwords. The new passwords didn't work, and it's been over two months now, every week trying new passwords, and every week not getting them to work. We come to find out that only the three Canadian call centers are having this problem, not even the other centers owned by my company down in the States are having difficulties. We thought that was mighty convenient, with the Canadian dollar going up in value and all, pretty much making our centers more expensive to run than down in the States. At the same time they converted a call center over to our unit from another one, to "help us" out with our overwhelming call volumes from the past few months.
Late last week we were told that execs from the company that contracts us were coming to visit and see how things were run, so of course local management went into cleanup/hide mode and made the place look nice. Monday, we got an email saying that it was actually execs from our own company, and from a THIRD different company coming in, and that the visit was to pretty much show off the call center to this other company, and that this other company very much values the things we are good at in their call centers.
Now, this is what I got from all of that:
1) The company that contracts us doesn't like that we are more expensive to run, and are slowly getting other centers in line to take over our jobs.
2) Our own company recognizes this, and despite having a contract for our location through 2010 are already shopping around for replacement contracts.
3) Or, they are possibly showing us off, to impress this other company, to get their business so they can open new centers.
I've been out of the management game for a few years, but all of this happening over two months is mightly coincidental to me. Thoughts, questions?
At the same time, there's only 3 call centers located in Canada, the rest are in the US. About two months back the company that contracts us changed a program that is used to track our metrics (how long our call averages are, number of calls, hangups, etc.), pretty much the numbers used to rank us. We lost access to it because of this upgrade/change they did, and they provided us with new passwords. The new passwords didn't work, and it's been over two months now, every week trying new passwords, and every week not getting them to work. We come to find out that only the three Canadian call centers are having this problem, not even the other centers owned by my company down in the States are having difficulties. We thought that was mighty convenient, with the Canadian dollar going up in value and all, pretty much making our centers more expensive to run than down in the States. At the same time they converted a call center over to our unit from another one, to "help us" out with our overwhelming call volumes from the past few months.
Late last week we were told that execs from the company that contracts us were coming to visit and see how things were run, so of course local management went into cleanup/hide mode and made the place look nice. Monday, we got an email saying that it was actually execs from our own company, and from a THIRD different company coming in, and that the visit was to pretty much show off the call center to this other company, and that this other company very much values the things we are good at in their call centers.
Now, this is what I got from all of that:
1) The company that contracts us doesn't like that we are more expensive to run, and are slowly getting other centers in line to take over our jobs.
2) Our own company recognizes this, and despite having a contract for our location through 2010 are already shopping around for replacement contracts.
3) Or, they are possibly showing us off, to impress this other company, to get their business so they can open new centers.
I've been out of the management game for a few years, but all of this happening over two months is mightly coincidental to me. Thoughts, questions?
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