A new approach
Wednesday, August 17th, 2005 02:15 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
basildestinyWell several things today, but the main idea is a new approach. We'll get to that in minute.
Yesterday, I decided that the hideous squirrel my sister had picked out for Riker had suffered long enough. The tail had been amputated and he had pulled half of the stuffing out of the thing. It barely squeaked anymore. So being tired of stuffed animals which had long passed the time of retirement littering the house, I went out and got new ones. The pretty little squirrel that I had bought for him is long gone. I haven't seen the shell of that thing in a while. So new toys! He got a hedgehog and a new hideous squirrel. The new hideous squirrel has lovely pop icon hair--for now. And the hedgehog makes this growl-squeak which he thinks is teh awesome!
My matron of honor sent me about seven emails today and one of them is a list of things members in the wedding are to be doing. So everyone in the wedding start checking your email for the official list of duties and then my annotated list of things. ;)
I was talking to a friend last night about work. I told him I didn't know how he did it. We're both bored of this job. I'm sick of the hours and stressed from whatever else. I'm sure at least 50% of it has been brought on by me, but that doesn't make me any less stressed. He suggested that I was too focused. I think that's correct. I've been obsessing over the new company ideal of the ICE Storm. ICE being the Ideal Customer Experience. I've been obsessing on this and trying to make sure that every customer has the greatest experience ever. My supervisor doesn't even care about talk times. There's no happy medium with him. Every call needs to be 110% the best call you can possibly ever do. Does anyone see the problem here? It has taken me months and months with still no reason why this stresses me. Every customer deserves the best. It took another friend pointing out the obvious. I'm sure Matt might have tried to tell me, but he's too close to the situation for me to take seriously it appears. Who knows why I didn't listen. But here's the crux: if every call is 110% ideal, when do I get to recover? When do I get to rest? Especially with the lack of staffing lately and therefore a queue all day every day. So I'm going to stop focusing on every call just like my friend said I was doing. That may be how my boss wants it, but I can't stay sane and do things that way. I am burned out from trying to figure out what each customer needs before he says he needs it just so I can score a 110% on my Quality scores instead of a 100%. Let's not forget the part where he's stated that even on 100% calls he wants to find something that can be improved. How tiring is that? You get a 100%, but you still could have done better. Oh there's a way to be constructive about it, right? You could say "Wow! That call was great. There was one thing, I think you could improve on though..." and insert said thing. Instead I get this "Well I'm not going to deduct for this, but..." insert said thing and then show score of 100 and ask if there are any questions about this call. He doesn't even praise for the 100. I think he's rather not capable of it. I honestly have no idea how he became a coach because he doesn't really enjoy moulding people. And he focuses too much on individual customers and less on the big picture. There needs to be a balance between making sure everyone has your vision of ICE and the customer's vision of ICE. Customers have different needs. And there's a fine line before ICE and taking an hour for one customer and running a call center. He's lost the focus of this is still a call center and we still need to answer a certain number of calls in a day. So, a new focus and a new approach. I'm focusing on helping people and making it to 11. I'm finished trying to use my ESP to ascertain the customer's needs before they are voiced. I'm not settling for 100, I am settling for being sane.
I haven't eaten my cheeseburger yet! *lesigh*
~Bas
Yesterday, I decided that the hideous squirrel my sister had picked out for Riker had suffered long enough. The tail had been amputated and he had pulled half of the stuffing out of the thing. It barely squeaked anymore. So being tired of stuffed animals which had long passed the time of retirement littering the house, I went out and got new ones. The pretty little squirrel that I had bought for him is long gone. I haven't seen the shell of that thing in a while. So new toys! He got a hedgehog and a new hideous squirrel. The new hideous squirrel has lovely pop icon hair--for now. And the hedgehog makes this growl-squeak which he thinks is teh awesome!
My matron of honor sent me about seven emails today and one of them is a list of things members in the wedding are to be doing. So everyone in the wedding start checking your email for the official list of duties and then my annotated list of things. ;)
I was talking to a friend last night about work. I told him I didn't know how he did it. We're both bored of this job. I'm sick of the hours and stressed from whatever else. I'm sure at least 50% of it has been brought on by me, but that doesn't make me any less stressed. He suggested that I was too focused. I think that's correct. I've been obsessing over the new company ideal of the ICE Storm. ICE being the Ideal Customer Experience. I've been obsessing on this and trying to make sure that every customer has the greatest experience ever. My supervisor doesn't even care about talk times. There's no happy medium with him. Every call needs to be 110% the best call you can possibly ever do. Does anyone see the problem here? It has taken me months and months with still no reason why this stresses me. Every customer deserves the best. It took another friend pointing out the obvious. I'm sure Matt might have tried to tell me, but he's too close to the situation for me to take seriously it appears. Who knows why I didn't listen. But here's the crux: if every call is 110% ideal, when do I get to recover? When do I get to rest? Especially with the lack of staffing lately and therefore a queue all day every day. So I'm going to stop focusing on every call just like my friend said I was doing. That may be how my boss wants it, but I can't stay sane and do things that way. I am burned out from trying to figure out what each customer needs before he says he needs it just so I can score a 110% on my Quality scores instead of a 100%. Let's not forget the part where he's stated that even on 100% calls he wants to find something that can be improved. How tiring is that? You get a 100%, but you still could have done better. Oh there's a way to be constructive about it, right? You could say "Wow! That call was great. There was one thing, I think you could improve on though..." and insert said thing. Instead I get this "Well I'm not going to deduct for this, but..." insert said thing and then show score of 100 and ask if there are any questions about this call. He doesn't even praise for the 100. I think he's rather not capable of it. I honestly have no idea how he became a coach because he doesn't really enjoy moulding people. And he focuses too much on individual customers and less on the big picture. There needs to be a balance between making sure everyone has your vision of ICE and the customer's vision of ICE. Customers have different needs. And there's a fine line before ICE and taking an hour for one customer and running a call center. He's lost the focus of this is still a call center and we still need to answer a certain number of calls in a day. So, a new focus and a new approach. I'm focusing on helping people and making it to 11. I'm finished trying to use my ESP to ascertain the customer's needs before they are voiced. I'm not settling for 100, I am settling for being sane.
I haven't eaten my cheeseburger yet! *lesigh*
~Bas
