Saturday, March 16, 2013

I'm Still Here...

I am only enjoying my job most of the time. It's relatively easy, low stress, and I have a set schedule where, if I go over, they actually pay me for my time. Of course, there are some drawbacks as well. There seems to be this push to sell shit, and while I understand it, I fucking loathe having to sell anything. We also get one call a week recorded and scored at random by a department that uses "metrics" to give us some bullshit percentage to decide whether or not we get a bonus each month. Now, so far, I'm doing well with that piece of my "metrics". However, there is this one area that seems to count way too much when you don't have any kind of control over it: call backs. The way it works is that, if you were the last agent to speak to this person, and they call back for ANY reason within 7 days, then somehow that gets counted against you. It doesn't matter if it is a call for something completely different than when you solved their problem. It doesn't matter if they are on a stupid ass cell phone that drops the call  in the middle of the conversation requiring them to call back to get a resolution. You still get dinged. This really seems quite unfair, considering it's 40% of your overall score. The goal percentage is somewhere around 11.5%. Sassy is at 13%. Now technically, I'm still training. However, every time I am scheduled for "developmental coaching," metrics are always discussed. Generally, I'm receiving positive feedback and constructive criticism. I'm not averse to criticism at all. It's the only way to gauge progress and to improve. Plus, I'm grown. Some of the other idiot sacs that are in the group get pissed off every time they get any feedback they disagree with. As it is, I'm looking for a second job because this one really doesn't pay me enough right now to meet my financial obligations long term. My savings is taking a hit. There is the opportunity for OT, which I have scheduled for a couple of days this week. However, I'm not sure I want to work OT all the time. I guess I will if I have to, right? 

As for my classes, they are getting a little better. I'm doing well, so I can't complain...much. I have also made some pretty good new friends. Here's hoping a second job I can work part time comes along. I don't want to worry about aggravates my insomnia. 


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