Ok I present to you the following lines
“I had to call in 2 days in a row for the same problem. The first day I spoke with a representative who could not resolve my problem and she escalated my call to another techenician who was also unable to help. the second time I called the representative, Ann was able to resolve the issue within a few minutes.”
What would you think were the writer’s feelings towards Ann? Would you say the writer disliked ann / liked ann / or was impressed+liked Ann? – Also bear in mind the person is an irate customer who bothered to note down the name of the representative and specifically mention it in her comment!!!
This is not a pop quiz, nor is some kinda test. Please think carefully and answer. Yes it’s a serious kinda question, eddie! :oP
Most contact centers in the U.S have something called point of service evaluation – POSE or customer satisfaction scores – CSAT scores, for the lay man what this means is how the customer would rate their interaction with the company in question – based on that particular representative’s skills / behaviour. The customer may not be anyone big/famous/important in their own lives..but how they rate the company is veryyy important to the company. and therefore in turn very important to the rep's score card / growth prospects.
The other parameter is the all important AHT. What in the heck is that? Average handling time. How long you spend (waste?) on a call on average. This includes the time you put the customer on hold and the time you take after the call to wrap up the call. To put it simply the total time you are “working” divided with the number of customers you have attended to.
Growth and/or incentives are linked to these two very parameters (and of-course your ass-licking / yes siring abilities!!!) as everyone knows, no one in their right mind wants to be working as a representative. That’s not anyone’s life long dream. It doesn’t take Einstein’s brains to figure out that people who work while the rest of THEIR country sleeps is doing so for the money, for that supreme thing called moolah.
This is why every representative pays a lot of importance to these damn scores. Those who want to “grow” - n thereby get more moolah, also better work, even if its at the same shitty timings.
Ann won't...no more like can't be anyone's yes man (or woman) ...office politics is something ann cannot abide by. she has zero suckin up to superiors ability (??? dunno if i should rightly call them that, they sure ain't her superiors intellect wise).
She dislikes giving her customer's the short end of the stick and sending them off with half baked solution which might lower (ok, no might there, will lower) her AHT but won't keep the customers happy in the long run... so she doesn't pay attention to how long each customer takes.
This leaves her only customer satisfaction, if she harbour any dreams of "growing". And this she achieves without any question. (Its not easy being the only person who hasn't had a single escalated call, ever. in both organisations she has worked.) One of the few to get appreciation calls, with the customer commending the way she works.
So imagine her shock and horror at being told she got a negative rating from one of her customers in front of her whole team. Down cast she accepts her bad luck, but wants to be told what the customer said so that she can improve.. she is stonewalled for over ten days. when she finally conners someone and gets to read the customer's comments, she sees the supposed negative comment “I had to call in 2 days in a row for the same problem. The first day I spoke with a representative who could not resolve my problem and she escalated my call to another techenician who was also unable to help. the second time I called the representative, Ann was able to resolve the issue within a few minutes.”
So once again i ask you, my reader, what do you think were the customer's thoughts about Ann as she penned down the comment?
stumbled onto these quizes thanks to Maeve
You Are Sleeping Beauty
You're most like Sleeping Beauty!
You don't need to even be awake to make a man fall for you.
You love a guy who will be your savior and sweep you off your feet.
You may seem innocent, but once you get comfortable with your man anything can happen.
Which Naughty Disney Character Are You?
...we are on a roll here
You are Athena
You are the goddess of knowledge and war.
You are very smart, but you have a hot temper.
Which Greek Goddess Are You?
...ok, last one
You Don't Have a Boyfriend Because You are Too Shy
When a guy gets to know you, he finds a great catch
Problem is... you're too shy for most guys to get to know.
From meeting someone to dating, you usually have your guard up.
And while you're just holding back, it makes you seem like you've got something to hide.
Don't Have a Boyfriend? Want To Know Why?? Take This Quiz :-)
dunno how accurate these quiz findings are, but they were kinda fun!
Dad's health is a little more steady now. He is not in much pain. the chemotherapy has begun. he has finished one entire cycle of it, and has to go through 2 more cycles before another CAT-Scan will be taken, n then the doctors will decide whether the growth has reduced enough to perform the operation on it. am keeping my fingers crossed. please pray for me!!
And in other news.. dad has finally begun a blog of his own!! You can catch daddy at simplypaddy, but remember, you don’t know anything much bout u know what. Keep commenting restricted to whatever he writes bout. He knows I have a blog, but he doesn’t know where it is, or what it is about... n I’d like to keep it that way.
Don’t forget to tell me what you made of the writer’s comments bout Ann.