vB Easy Archive - Fun in the call center

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Fun in the call center
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Posted by: holaDude

First, I know that the higher ups read here and I do want thank them for trying to make things more pleasant in the call center that I work at the very least.

I just find it a bit fun that our managers handout to us special tokens that we have to keep at our desk for meeting stats or sells for x amount features that we add on. I just think that it's a bit silly that at the end of the day they take them back up, and then hand them back out the next for again meeting the goals.

I also did like the snacks that we got last week for adding features. It was fun to send my manager an email asking for the token or a snack to be placed at my desk until the end of the day. We got to keep the snacks and eat them as I am sure they didn't want to have those back.

So, are any of the other call centers doing anything that is silly or maybe annoying to you?

And Nuku, we work in the same center, so no fair about answering about our special tokens.

Posted by: NukuCamui

I dont get any of that mess!

Not cause we don't try, just cause, well, we're not special enough to be included. I will agree that our new director is a lot more motivational directed than the last.

Posted by: privax

special tokens and snacks? lol.

while i still don't get the "special tokens" I wouldn't mind a free snack now and then for meeting and or exceeding the daily and monthly goals.

they give us computer print out certificate honoring you for certain things such as having perfect attendance for the month, a perfect quality score and things like that.

It really doesn't mean much but atleast its a proof that somebody is aknowledging what you do.

Posted by: cac67

Quote:

Originally Posted by privax

special tokens and snacks? lol.

while i still don't get the "special tokens" I wouldn't mind a free snack now and then for meeting and or exceeding the daily and monthly goals.

they give us computer print out certificate honoring you for certain things such as having perfect attendance for the month, a perfect quality score and things like that.

It really doesn't mean much but atleast its a proof that somebody is aknowledging what you do.

I've got a drawer full of that crap. No value to me, just another damn interruption while I'm trying to talk to a customer on the phone. As a motivational tool I think it's worthless, although I do understand that there are people out there that need constant reassurances and attaboys. I just need to be left alone, and if you want to give me something make it something useful or valuable, like paid time off or cash or something.

Posted by: privax

Last year I got a few certificates

2 $25 Best Buy
1 $Footlocker

and a few free movie tickets

That I actually enjoyed.

one supervisor I work with she's basically as fake as you can get. One day she'll act like she likes you, the next she will ignore you and on top of that she'll tell you one thing and do the other AND as she's basically one of those people that only thinks of 3-4 people when it comes to special assignments as she looks out for her own. she's so damn annoying but i like when she has to give me things like certificates and what not because i know i'm doing my thing no matter how much she doesn't like me.

Posted by: dannajarrard

are you guys in a customer care call center or telesales call center?

Posted by: JustJoe

When I was in my call center there was no fun to be had. I was too busy being in my own little world doing crazy things.... like... flying completely under the radar.

Back in the days before the "Great Integration" of Blue and Orange systems:

*beep*
Me: Business End User Care, this is Joe (before we gave last names out), how may we help you today?
Other end: This is "so-and-so" with Customer Care, can you assist me with a Blue-Orange migration?
Me: I'm sorry, I'm in a Blue only center, I can bridge you into migrations if you would like.
OE: Uh.... I thought I called migrations.
Me: Nope. BEUC. If you don't mind me asking, what center are you in?
OE: Erie. You?
Me: Erie. Do me a favor and wave.. (I was in the back corner and could see across the floor) Ok, I see you... let me get the right center on the line. I can warm transfer you or cold transfer... which one?
OE: I guess cold..

Or a call into BEUC from home (Automatically routed to BEUC with FAN on acct)

Kim: Thank you for calling Business End User Care, this is Kim, how can I help you?
(Voice sounds eerily familiar)
Me: Is this Kim from the Erie center?
Kim: Uh, yeah...
Me: It's Joe from your training class.
Kim: Oh hi!!! We never work together anymore....
Me: Anyway.. I don't want to lead you through how to do this so can you put me back in queue?
Kim: Uh, ok? Why?
Me: Let's just say QA is using this call for review, if a customer is telling the rep what to do looks like a social engineering call. Just cold transfer me to 21.
Kim: Ok. Thanks for calling...

Posted by: gespurr

awww man! At my call center we get nuthin

Posted by: barefootmoon

I am not on the production floor yet, but from my understanding there is a lot of snack cart, weekly drawings for gift cards to somewhere (not only AT&T), Monthly awards prizes

We have a PCS train on the bulliten board... if anyone gets a 5 on a Post call survey then they get their name and date on a paper locomotive and added to the PCS train on the bulliten board, also an email goes out to the whole call center.

Mass emails go out when someone gets a 10 on the WAVE...

Also it seems I several emails daily where a customer has asked to speak with a manager about the great job he/she did helping the customer... (does this happen often at other CC's?)

Maybe we are having so much fun because we are still a new call center... I don't know...

Posted by: gespurr

Considers transferring to Moon's call center

Posted by: drewyehboi

Sounds like to me that someone was an elementary school teacher before they were a call center manager.

Posted by: NukuCamui

Quote:

Originally Posted by barefootmoon

I am not on the production floor yet, but from my understanding there is a lot of snack cart, weekly drawings for gift cards to somewhere (not only AT&T), Monthly awards prizes

We have a PCS train on the bulliten board... if anyone gets a 5 on a Post call survey then they get their name and date on a paper locomotive and added to the PCS train on the bulliten board, also an email goes out to the whole call center.

Mass emails go out when someone gets a 10 on the WAVE...

Also it seems I several emails daily where a customer has asked to speak with a manager about the great job he/she did helping the customer... (does this happen often at other CC's?)

Maybe we are having so much fun because we are still a new call center... I don't know...

You HAVE to be in the same call center holadude and I are in. Sounds exactly the same.

Posted by: holaDude

Quote:

Originally Posted by NukuCamui

You HAVE to be in the same call center holadude and I are in. Sounds exactly the same.

I don't know about that, I have received numerous 10's on the wave surveys and have yet to see my name come through on an email. I also have 5's on the survey and still haven't seen any emails with my name.

I bet they went to sam's a picked up a couple of the chip snack packs as they bags are that size. I will say that I stopped telling my manager when I hit a certain number of sales as I am finding the balloons a bit distracting now. Especially with my ADHD.

Posted by: gespurr

Quote:

Originally Posted by holaDude

You're not alone... I apparently got all 5's on EVERY PCS last month but never saw my name in an email.

I have been nominated Star Performer for May partly to to that too!

Posted by: cac67

Quote:

Originally Posted by gespurr

You're not alone... I apparently got all 5's on EVERY PCS last month but never saw my name in an email.

I have been nominated Star Performer for May partly to to that too!

And the best part is, what will that star performer be worth to you if you get to 12 pts on attendance? Nothing. They'll run you out the door as fast as a bad rep.

Posted by: gespurr

Quote:

Originally Posted by cac67

And the best part is, what will that star performer be worth to you if you get to 12 pts on attendance? Nothing. They'll run you out the door as fast as a bad rep.

... and keep your trophy.

I miss the days where you'd actually GET something for star performer.

Posted by: NukuCamui

Quote:

Originally Posted by holaDude

I, uh, don't get those emails anymore, so I wouldn't know.

Posted by: fineprint

Personally, the only prizes or incentives I like are cash (rarely/never get) or food (occassionally get) but even then it's candy bars, ice cream bars or pizza. I think half of our call center is diabetic and even more are just plain overweight. How about some fruit or other healthy snacks? We don't even have healthy snacks in the vending machines, WTF!

And enough of the paper certificates!!! Why would I feel warm and fuzzy about some manager intern getting paid more than me just so they can sit at a computer printing out stupid little awards and certificates. We're just wasting ink and killing trees. And why don't we recycle! So the whole "AT&T's going green" was just to save money by removing the detail billing?!

Before the big merger we had fundraisers like phone raffles or we'd sell lunches, maybe Taco Salad, nachos w/cheese, chili, soup for a couple of dollars. The money would go to United Way or towards our end of the year party. Now we can't do any of that and the things we do want must to be sanctioned by corporate. I don't know if it's because corporate won't approve or because of the red tape but we don't have any fundraisers or raffles anymore.

I used to love my job. I was proud to work there but now, it's just paycheck.

Phew, now that I'm done with my rant I can begin to enjoy my day off.