WOOHOO! I might get fired!!!! :disgust;

[Viper GTS]

Originally posted by: Evadman
Well, your boss is being an A-Hole. A 1:15 break between calls? Hell. It takes that long just to calm down from the last customer screaming hs head off at not being able to connect. Stupid policy in my opinion, and I will not help enforce it by being a customer.

<edit>
BEsides, everyone who calls you for tech support didnt RTFM. Cable setup is easy as hell.

If you've never worked in a call center you wouldn't understand.

If there are calls waiting, your job is to take the next one ASAP.

Your breaks are the times between calls when there are none waiting, and your pre-scheduled breaks.

My particular job requires 30 seconds wrap, in a queue with calls waiting that means 30 seconds or less between calls.

That is not unreasonable, it is my job.

Viper GTS

 

[ErmanC]

Sorry, but all this aggrevation for $10/hr and you're talking about having to sue to keep your job? Its not worth it, I'd just quit and do it nicely stating differences in opinions or something like that. With luck it will keep them them from hasseling you and won't look bad on your record to boot. I mean if you agree to just leave and they still hold a grudge, you're screwed anyway. There's gotta be a better job out there. Money isn't everything. I understand its hard, but get the heck outta that spot. If you have to, sell some junk. As for school, if you're really serious about it, find a way. School loans are almost always an option if you're really serious about what you're doing. At any rate, don't let it get to you. There will be other jobs and other things to worry about, promise.

Good luck.

 

[NikPreviousAcct]

Originally posted by: Evadman
Well, your boss is being an A-Hole. A 1:15 break between calls? Hell. It takes that long just to calm down from the last customer screaming hs head off at not being able to connect. Stupid policy in my opinion, and I will not help enforce it by being a customer.

<edit>
BEsides, everyone who calls you for tech support didnt RTFM. Cable setup is easy as hell.

Actually, it's not that easy.

nik

 

[NikPreviousAcct]

Originally posted by: ErmanC
Sorry, but all this aggrevation for $10/hr and you're talking about having to sue to keep your job? Its not worth it, I'd just quit and do it nicely stating differences in opinions or something like that. With luck it will keep them them from hasseling you and won't look bad on your record to boot. I mean if you agree to just leave and they still hold a grudge, you're screwed anyway. There's gotta be a better job out there. Money isn't everything. I understand its hard, but get the heck outta that spot. If you have to, sell some junk. As for school, if you're really serious about it, find a way. School loans are almost always an option if you're really serious about what you're doing. At any rate, don't let it get to you. There will be other jobs and other things to worry about, promise.

Good luck.

I'm already paying one loan back and can go back to Portland Community College as soon as I pay this one off. The funny thing is that I have two referrals (got hired and put my name down - sorry, she put my name down, Gregg) coming in 30 days or so that I get $250 a piece for then get another $250 a piece after they've been here 6 months. So I got a cool grand coming if I can hang out.

nik

 

[Valinos]

Sounds like a JeRboy post.

 

[mithrandir2001]

It's a sad fact of life that CSR employees are generally viewed as highly disposable and replaceable. This company doesn't care about the email problems. Management, in general, seem to view call centers as an unfortunate overhead expense and prefer to operate a revolving door rather than make efforts to improve employee morale and performance (and compensation!). The turnover rates in some operations are amazing. It's one job that I would never take.

 

[NetworkDad]

I'll hook you up with a job in our datacenter call center next time one opens (Portland, OR)...no worries man.

 

[NikPreviousAcct]

Originally posted by: mithrandir2001
It's a sad fact of life that CSR employees are generally viewed as highly disposable and replaceable. This company doesn't care about the email problems. Management, in general, seem to view call centers as an unfortunate overhead expense and prefer to operate a revolving door rather than make efforts to improve employee morale and performance (and compensation!). The turnover rates in some operations are amazing. It's one job that I would never take.

The average turn-over rate here is six months. The average burnout time for techs here is 18 months. I've been here 16 months.

nik

 

[NikPreviousAcct]

Originally posted by: NetworkDad
I'll hook you up with a job in our datacenter call center next time one opens (Portland, OR)...no worries man.

W0OT !!

seriously.... hook me up.

nik

 

[Fritzo]

You sound like you offically work at the worst company on earth. There's better jobs out there....who needs them! Our company does the same type of work and we don't have anywhere NEAR the environment that you described. Man...I'd deck someone if my email didn't work for a month!

 

[spanky]

watching office space should bring u some relief.

 

[guyver01]

wow... they give you 45 seconds on AWT? Our guys get 30 seconds AWT...

most of the guys on my team (well... mine and my supervisors... since i'm 2nd in command...) have no problems staying under 30 seconds... now if we can only get their ATT down :disgust:


here's a tip... document your trouble ticket AS you're troubleshooting... this way you don't have to spend too much time in wrap afterwards.

 

[guyver01]

btw... nik... if ya ever wanna talk CCO (call center operations)..... drop me a line or an AIM...
i've been in call center for 4 years now.... been a lead for over a year now.

if you work call center for 4 years... you work call center for life :Q

 

[apoppin]

Originally posted by: ffmcobalt

I'm already paying one loan back and can go back to Portland Community College as soon as I pay this one off. The funny thing is that I have two referrals (got hired and put my name down - sorry, she put my name down, Gregg) coming in 30 days or so that I get $250 a piece for then get another $250 a piece after they've been here 6 months. So I got a cool grand coming if I can hang out.

nik

So, one more reason for them not to keep you.

It has been pointed out at least twice before by kind and caring AT OT'ers - that you are posting a lot of PERSONAL info (read: traceable).
It is not always such a good idea.

 

[TNTrulez]

Originally posted by: ffmcobalt

Originally posted by: flot
So, I'm a little confused.. what exactly do you do? And what do you get paid for it? And why are you putting up with all this for a job you seem to detest?

If you don't like what you're doing, stop doing it. If you can convince yourself that the pay makes the job bearable, then suck it up and deal with it.. otherwise, find a new job!

1) tech support
2) $10.20/hr
3) no degree (that's why I'm working, so I can get out of debt to go back to school to get degrees to get the FOCK outta here)
4) I'm already looking.

nik

Wow only $10.20 an hour? Now I'm even more motivated to do well in school.

 

[Keego]

Originally posted by: ffmcobalt
Pig bastards. Apparently, one of my call metrics is slipping. I've been in what they call the "academy" to get my wrap time down. It's the time that a CSR takes after the call is disconnected to finish up notes and save the ticket or whatnot. Mine's been a little high sitting at 1 minute 44 seconds on average instead of 45 seconds. The problem is that I finish the ticket and forget to leave the "wrap" mode on my phone in order to become ready to take another call. So they sit about a dozen or so of us together and call it an "academy" so they can have supervisors walking around answering questions and providing general help. Well sh|t I just keep forgetting to bring myself out of "wrap" and into "ready" because I get lost in the nice silence after each call.

So I get called in to a manager's cube today. Yes, a manager's cube. More than one manager exists and they each have reign over us all. He says that he's sent out emails saying that the schedule that you're supposed to have for the academy is Sunday - Thursday 9a-6p and that he's sent out emails saying such. My email box has been having problems. I hadn't been able to send mail for about a month prior to a few weeks ago when it somehow fixed itself or something. So I tell him this and that I might not have been getting the emails per mailbox problems that IT hasn't seemed to fix yet (I hate LotusNotes). He then accuses me of not wanting to work the scheduled shift and that I'm just sluffing my duties as a technician. :Q WTF. I then told him that I have plans on Sundays and that Sundays are a problem but since he and I both know that this place gives it's employees the choice of working the schedule that they assign or get fired, that I have no problem changing my schedule. Then he said something to the effect of "well, that's true. I'm glad you see it my way."

But... the schedule change went into effect this week and I didn't show up Sunday or Monday. One single no-call & no-show is grounds for immediate termination - and he THREATENS me with it. :Q I told him that I didn't get the emails and that some come through, some don't and that some show up days after they're listed as sent. I dunno WTF is going on but my job is in jeopardy because of this EFFING LotusNotes and possible Oracle problem. He told me to go check and, guess what... there's an email sitting in my inbox dated LAST WEEK that's notifying us of the change. Hell, I checked my mail THIS MORNING and didn't have it. And there's no way for me to prove that this is a problem!!! :| That and the manager is a prick. He said that he'll consider whether or not to give me the attendance points or just fire me. :Q

IT'S NOT MY FSCKING PROBLEM!! I CHECK MY GODDAMN MAIL EVERY DAY !!

I dunno what to do. I've been fscked over by this goddamn company too many times but it's hard to find a job paying what this does in today's market here in Oregon.

:|

I'm not going to look at your profile, but I can guess that you work for Symantec. Right? AM I RIGHT? HAHAHA I AM! I KNEW IT!!



I worked there doing winfax for the past 2 summers.

 

[AzNmAnJLH]

in wa it isn't illegal to deny breaks, it is illegal however to deny breaks and don't pay for the extra time spent

 

[rufruf44]

Things like this makes me appreciates my call center associates even more, despite some of the stupid calls they forwarded to me for more advance resolution. Having said that, losing a $10.20/hr job might seem tough, but if you can get back to college, earn a degree and a good job in a couple of years, it could be a blessing in disguise. Trust me that $10.20/hr will be pale in comparison with what you can get with a good degree. You have to work your butt off for it off course, as you already know nothing is free in this world.

 

[poopaskoopa]

Are your co-workers meeting these standards(checking emails, keeping the wrap time down, etc)? If so, you may consider asking them for help/tips/etc.

 

[NikPreviousAcct]

Originally posted by: poopaskoopa
Are your co-workers meeting these standards(checking emails, keeping the wrap time down, etc)? If so, you may consider asking them for help/tips/etc.

Quite a few are giving the ol' finger to the admins like I am too. It's quite nice to know that I'm not the only looney who actually wants to be respected where I work.

nik

 

[ChefJoe]

Hrm. I'd tell the asshole manager that the problematic e-mail is getting to a point where you can't do your job to meet expectations. Your solution is to make a "reply" e-mail to him after you recieve each e-mail. If he doesn't get a reply from you within 12 hours of sending something to you, he should contact you in person or re-send and wait for reply.

You're making every effort to get the notices, so what if he has to work a little harder to actually give them out.... this is the main problem with e-mail vs. co. letter. On your end, alert some of your friends to what's happening with notices and ask them to keep you informed until IT corrects.

 

[fooshkee]

ohhh man... i remember those "wonderful" call center days... sucks sucks. I used to do microsoft xp product activation..... for only 7.50 a hr.... that sucked.

 

[John]

Originally posted by: spyordie007

Originally posted by: ffmcobalt
Honestly, you think I'm making this sh|t up? Go to hell.

nik

I didnt say making it up, just making it out to be worse than it really is.

ffmcobalt, I think spyordie is on the right track here. Your lack of self control is evident in this thread, not only w/ personal attacks, but a foul mouth and a poor "I am being singled out @ my job" attitude.

Since your job description is not to repair the computer(s) you use @ the workplace, have a talk w/ mgmt. about the quality/stability of the systems instead of using it as a excuse when you are being reprimanded. You are a low man on the totem pole. If you cannot communicate properly you should learn to do so. Chain of command is important, and it's put in place for a reason.

Just my .02 cents from someone that has been in your shoes before.

 

[Stark]

Originally posted by: fooshkee
ohhh man... i remember those "wonderful" call center days... sucks sucks. I used to do microsoft xp product activation..... for only 7.50 a hr.... that sucked.

so how many times did you have to reject someone's activation? Is it common?

 

[BooneRebel]

Pig bastards.
That and the manager is a prick.
IT'S NOT MY FSCKING PROBLEM!!
I've been fscked over by this goddamn company too many times
His manager, our Service Delivery Manager, ... is a FSCKING TOOL
I'm off to play UT for the remaining 20 minutes of my shift.
Move over to ATTBI, bitch.
Go fsck yourself, Gregg.
Honestly, you think I'm making this sh|t up? Go to hell.
Just because you don't mind being raped up the ass and herded along like mindless sheep doesn't mean I have to sit back and not stand up for what's right.
So, yes, every time you see me, I'm bitching.

Not to make light of your situation (well, maybe a little) - At some point you have to ask yourself if you're really cut out for customer service. I'm in agreement with John here. With the attitude that you've displayed in this thread I can't help but think that it rubs off on your work performance and dealings with customers. You've made it pretty clear that you're miserable where you are at. Cut your losses and move somewhere else. $10/hour isn't that great of pay for a helpdesk, I'm sure you can find something that you're a little more -compatible- with at the same or better rate.