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Shannon and Chad,
I know that I was under the 75% mark the last time it was figured and I know that I probably will be again this time. I have tried to fix this, and obviously since I received your email asking for a response it did not help. The way I see it there are many contributing factors to this.
I'll start with the most obvious one and the one you will accept....it's my fault. I realize that there are times throughout the day that I do put myself in working status or away status just to get away from the phones. I know this is what the 15 minute breaks that the company so graciously provides for us are for, but hot calls don't wait until right before your break time to call in. The point being I am human when I get yelled at by back to back callers I get frustrated, and need to take a few minutes off the phone to calm down and get away from the situation so that I can help the next caller to the best of my ability. I know not to take it personally, but it does wear one down. Maybe this is because I don't take lunch breaks so it gets to me faster, I'm not sure. I am not the only problem though, as I have said before when I've been called in because of this, I do not agree with how the non-eligible time sheets are being handled or with some of the new regulations.
When I first was written up for occupancy rates, I spoke with Nicole on how to fix this. She had noticed that I spend a lot of time helping different people, and recommended that I start writing down every time I was away from my phone due to helping others. When I did this and submitted this on my non eligible time sheet I started meeting the occupancy rate requirements. Then not long after I had started writing these times down, and submitting them an email came out saying that we are only allowed to include breaks and meetings on the non eligible time sheets. Well all of a sudden I'm getting written up again. Not because I quit working as hard and decided to put myself in work status more often, but because I help my coworkers when they have a question. When I asked why we weren't allowed to write these things down I was told by Chad that it was because "...they think people are lying about how much time they spend helping". Now not only am I lazy according to the occupancy rate, but I'm a liar too. This being said I haven't submitted a non elgible time sheet since.
I have mentioned this before but was told that I should tell anyone who comes to me that I can't help them and they need to see a supervisor or teamleader. I have tried this, and this leads me to the third issue, there are never any team leaders to be found. All the new regulations for forwarding calls to the lenders and emailing a lender admin say that you have to have a supervisors approval first, but when you need to email a lender admin and it takes ten minutes to find a supervisor or team leader who isn't helping someone else, and that brings your occupancy rates down.
Today alone I have had 5 people ask me what they should do because they have a call that needs to go to a lender or an email that needs to be sent to a lender admin and they can't find a supervisor and I've only been here for a few hours so far. This is not all from one person, it is from multiple people. Should I turn them all away? There were signs put up in our windows to indicate that we can help others if they need it, but then we're told that if we do we may get penalized for it. When I was promoted to a CSR II, I thought it was so that I could help others. But when I asked about it I was told that it was just a title and a pay raise.
I know that part of this is that I need to work harder at not letting the calls get to me and at staying occupied, and I do agree that customer service and efficiency should be a priority but not at the cost of the employees. Maybe I'm wrong, I guess that is something for management to decide.
Thank you both and have a great day.
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Posted by foreverlove0120 on 2008-03-31 19:25:00 | Rating: | Views: 32
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