If you give people good metrics to hit, they’ll hit them. If you don’t have good metrics then you rely on seeing asses in seats to know if people are working.
By the same token, if you give them stupid-ass metrics you create your own turnover.
I worked for a call center that had metrics based on prior month performance. If you didn’t match, you were out. Okay, fine, except this was retail. Oh, you didn’t take as many calls in January as you did in December? You’re out.
Welcome to corporate reality. It’s all run by idiots.
I work for a corporate retail store, I always tell new workers who start asking questions why we do things this way not that way that there’s no point, there is no logic or thought put behind every decision this company makes.
Actually this makes sense from a corporate asshole perspective: the need for call center employees is seasonal. So you hire call center employees before the holiday season, and then the system auto-fires all the excess employees for missing their quota after the end of the season.
The problem with that is it applies throughout the year. Those weren’t the only unattainable metrics.
To give you an idea of what this place was like, I was shitcanned because I spent too much time in “UNAVAILABLE” status. For two whole days I was “UNAVAILABLE.” It was on the last day of one month and the first day of the following month. When the next review came up I was auto-termed because I missed my “AVAILABLE” numbers two months in a row.
I was “UNAVAILABLE” because I had been promoted and was in training for two days. My trainer told me to be “UNAVAILABLE.”
Apparently that wasn’t a good enough reason for being “UNAVAILABLE.” Rather than correcting it or even trying to stick up for me my manager gave me a “Sorry, nothing I can do.”
Nordstrom, by the way. Garbage company. Do not work for them.
By the same token, if you give them stupid-ass metrics you create your own turnover.
I worked for a call center that had metrics based on prior month performance. If you didn’t match, you were out. Okay, fine, except this was retail. Oh, you didn’t take as many calls in January as you did in December? You’re out.
Welcome to corporate reality. It’s all run by idiots.
I work for a corporate retail store, I always tell new workers who start asking questions why we do things this way not that way that there’s no point, there is no logic or thought put behind every decision this company makes.
Actually this makes sense from a corporate asshole perspective: the need for call center employees is seasonal. So you hire call center employees before the holiday season, and then the system auto-fires all the excess employees for missing their quota after the end of the season.
The problem with that is it applies throughout the year. Those weren’t the only unattainable metrics.
To give you an idea of what this place was like, I was shitcanned because I spent too much time in “UNAVAILABLE” status. For two whole days I was “UNAVAILABLE.” It was on the last day of one month and the first day of the following month. When the next review came up I was auto-termed because I missed my “AVAILABLE” numbers two months in a row.
I was “UNAVAILABLE” because I had been promoted and was in training for two days. My trainer told me to be “UNAVAILABLE.”
Apparently that wasn’t a good enough reason for being “UNAVAILABLE.” Rather than correcting it or even trying to stick up for me my manager gave me a “Sorry, nothing I can do.”
Nordstrom, by the way. Garbage company. Do not work for them.
MBA’s are a plague
I bet they had a huge amount of turnover in March because they couldn’t hit February’s numbers in January