I had the same thing happen to me, but I managed off a solution. Where I work, for a time, I was the help line. We simply did not have competent staff save me and a few others. Meanwhile, I watched as the laziest, most idiotic suck up their way to raises and promotions while I got stuck in the dregs. One time, during a server failure, I had 4 dropped calls on my line and was told this was unacceptable and I had 3 weeks to correct it. On top of that, we had hired new staff that had trouble understanding that there was a difference between ip and ipx that was getting hired at $5/hr more than I. That snapped the camel's back, so to speak. My solution was to punch in better numbers, and reduce the quality of service by taking any and every shortcut possible and making myself act so incompetent that my managers lowered their expectations of quality from me and raised their expectations of quantity, which is all that matters to them. Instead of walking a user through setting up their tcp/ip settings, I simply told them that instruction were in the manual on whatever page my supervisor said they were on and wished them luck. Instead of helping someone edit a document or perform some action, I'd look on our list of supported apps. If it wasn't on there, they got the "I'm sorry, we don't support that, I'll have to transfer you to xxx". Whenever my supervisor would ask why I had changed my handling style, I simply explained that if I took time to handle actions that we didn't specifically support, I was wasting time that could have been spent supporting apps and actions that we did support. That was proof that all my managers cared about was the numbers they turned in. So, by performing the bare minimum of my job duties, I snagged myself a raise, a management position, and I did less work than ever. I know it's a sad sad sad state when that is the recourse you have to endure because of stupid management, but I could ill afford to be unemployed and could see no other choice in the matter.
PS - Update: Since the changing of my call handling style and the style of the other competent workers, the line/op technicians had become overwhelmed and management ended up reforming the help line a bit since the help line had become virtually useless and I was given leeway in handling my own team as far as numbers were concerned.
PS - Update: Since the changing of my call handling style and the style of the other competent workers, the line/op technicians had become overwhelmed and management ended up reforming the help line a bit since the help line had become virtually useless and I was given leeway in handling my own team as far as numbers were concerned.
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