today i am very proud of me.. which does not happen often! got my OPS for November and I hit 200% for the very first time as a level 3 CSR at CE (level 3 deals with the mess and BS no one else can figure out or wants to deal with) . What does this mean? My average call handle time (i took care of the customers needs in the time frame the company thought it should take ) exceeded company standards, as did my sales quota (we have to meet a dollar figure in sales each month) , compliance ( i was on the phone when i was suppose to be ), and the customers surveys ( customers are called after they speak with me and are asked how i did in handling their concerns ).. My calls are usually long because I am a strong believer in taking care of EVERY issue no matter how great or small, and making sure no one has an issue in the future that prompts another call into the call center ( just wish we could get our system together and stop tech issues that F up our customer billing and cause call ins ).. But.. it is what it is, and we will deal with it. Just SO very proud of me right now.. I have hit below 100% a couple of months ( which is a trip to the NO NO room and a verbal spanking ).. SO hopeful that this is a sign of good things to come.. but cannot shake the words of a customer who wished death upon us all today. I know people get scared and desperate.. and are often irrational in the face of that fear.. but to verbally wish harm upon a mother of a small child.. I can respect the fact that people are scared and stressed.. i understand we lash out when in those situations.. but at the same time, I worry what will become of my children if someone acts on those threats? a person sent flowers to a call center rep, and shot her in the parking lot as she exited the building because they knew that was the person that told them NO... that thought haunts me everyday.. but i still give everyone who needs my extension and location all that info.. never give my last name, but i am the only Barbara in the call center in Saginaw.. irrational fear that a desperate person will decide to be a sniper waiting for my exit from the building to take me out.. i find ANY angle I can to work with a person.. but there are times when i HAVE to say NO! i KNOW desperation.. and I fear it.. CE does a good job at keeping us safe, and I put my life and loyalty in their hands.. But the fear still lives.. Still SO very proud of ME right now!
Posted on: Thu, 05 Dec 2013 02:47:22 +0000