Pregnant T-Mobile Employee had to Clock Out to Use Toilet

[Bearcat]

One guy gets stoned at work, while everyone else is baffled at why corporations have strict rules to keep workers productive.


Seriously though, if not for treating workers like human beings, I'd thing a company like T-Mobile would consider the bad publicity in a situation like this... and like the person said, she loved the job until a few idiots playing by the book screwed it up.

In general though, not including the stupidity in the article, I understood why there were call center metrics/rankings only a few months after working at one... people wasted all kinds of time on calls and between calls, and it wasn't even that busy of a call center. People would bitch about the metrics without even being able to take a few calls in a row without wasting 10 minutes cackling about the weather or some crap.

[KC native]

Originally Posted by Bearcat

One guy gets stoned at work, while everyone else is baffled at why corporations have strict rules to keep workers productive.


Seriously though, if not for treating workers like human beings, I'd thing a company like T-Mobile would consider the bad publicity in a situation like this... and like the person said, she loved the job until a few idiots playing by the book screwed it up.

In general though, not including the stupidity in the article, I understood why there were call center metrics/rankings only a few months after working at one... people wasted all kinds of time on calls and between calls, and it wasn't even that busy of a call center. People would bitch about the metrics without even being able to take a few calls in a row without wasting 10 minutes cackling about the weather or some crap.

There's a difference between reasonable metrics and the extreme micromanagement that happens in today's call centers. The one I worked in had a variance for "after call" work that was ridiculously small IIRC it was 3 minutes for the entire day. That was for a discount broker where we had to enter notes about every phone call and possibly call other departments after a client had disconnected the call.

[Bearcat]

Originally Posted by KC native

There's a difference between reasonable metrics and the extreme micromanagement that happens in today's call centers. The one I worked in had a variance for "after call" work that was ridiculously small IIRC it was 3 minutes for the entire day. That was for a discount broker where we had to enter notes about every phone call and possibly call other departments after a client had disconnected the call.

Depended on who you asked on whether they were reasonable... some people were baffled at the top performers' numbers. As far as 3 minutes/day of after call work... did anyone ever hit that? Seems pretty insane, but the top performers should set that bar... in a situation like that, if the best anyone ever does is 20 minutes in a day, then the metrics are useless and those in charge of setting them are idiots if they don't adjust.

[KC native]

Originally Posted by Bearcat

Depended on who you asked on whether they were reasonable... some people were baffled at the top performers' numbers. As far as 3 minutes/day of after call work... did anyone ever hit that? Seems pretty insane, but the top performers should set that bar... in a situation like that, if the best anyone ever does is 20 minutes in a day, then the metrics are useless and those in charge of setting them are idiots if they don't adjust.

The metrics there were designed so that no one ever hit all of them so they could limit bonus payouts. I was a stand out in every position I had there and could never hit all of the metrics. It was ****ed.

[Bump]

Originally Posted by KC native

There's a difference between reasonable metrics and the extreme micromanagement that happens in today's call centers. The one I worked in had a variance for "after call" work that was ridiculously small IIRC it was 3 minutes for the entire day. That was for a discount broker where we had to enter notes about every phone call and possibly call other departments after a client had disconnected the call.

I made it a week and a half at a call center a long time ago. Some place in Lawrence KS when I first moved there for college. Most boring job ever, I couldn't stand it at all. They weren't micro managing the shit out of us or anything, but it was just too ****ing boring sitting there for 8 hours on a phone. God, I couldn't stand that job at all.

[RockChalk]

Originally Posted by Bump

I made it a week and a half at a call center a long time ago. Some place in Lawrence KS when I first moved there for college. Most boring job ever, I couldn't stand it at all. They weren't micro managing the shit out of us or anything, but it was just too ****ing boring sitting there for 8 hours on a phone. God, I couldn't stand that job at all.

Affinitas?

[Bump]

Originally Posted by RockChalk

Affinitas?

yup, that's the name of it.