Flying_Monkey
Recyclist
- Location
- Odawa
Fab Foodie said:
That's a winner, I think. Brasiia does at least have hot women. But to be honest, every other women in Brazil is hot and I have just stopped noticing.
bored bored bored
- Thread starter User
- Start date
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That's a winner, I think. Brasiia does at least have hot women. But to be honest, every other women in Brazil is hot and I have just stopped noticing.
Keith Oates
Janner
- Location
- Penarth, Wales
See a Doctor!!!!!!!!!!!!!!!!!!!!!!!!!Flying_Monkey said:
Kirstie
Über Member
Alright then, I'll raise you a table. I have to draw up a table of all the variables which moderate call centre employee attitudes towards electronic monitoring. Gawd.
Kirstie
Über Member
Keith Oates said:
FM that is most unlike you. Is there something in the water there (like bromine)?
Kirstie
Über Member
_Ben_ said:
Really? Shame on you.
paid the bills, where's the harm in it? And don't even think about suggesting that it might be possible that call centres one day won't collate call handling statistics, etc., there is absolutely no chance they will forego the use of statistics, because performance analysis leads them to be able to improve their bottom line. All call centres do it, every single one, for financial reasons.Kirstie said:
NOT doing a job like that on principle would be tantamount to pretending that I hold out a vague hope of thinking that such abstinence will have some effect!
Asking them not to would be like asking them to contribute money to something totally unbeneficial to them.
I used to block manager's attempts to artificially 'up' the figures for their department to make them look better.
In that job, furthering my own skill set and getting the most advanced tools/software possible to claim experience in them was of higher priority than serving the companies reporting requirements anyway.
If I hadn't done it, somebody else would have, and probably worse.
Kirstie
Über Member
_Ben_ said:
Yes I know all about how call centres are run, thankyou. I have been researching them for 15 years and have a PhD on the subject of employee monitoring.
My understanding of your last post was that you altered the parameters of the feedback that employees were getting, so that what they were told they did actually wasn't what they did? It is not the first time I have come across this practice.
Does that not strike you as wrong?
Kirstie
Über Member
snorri
Legendary Member
- Location
- East coast, up a bit.
Uncle Mort said:
Are you two related?
http://www.cyclechat.co.uk/forums/showthread.php?p=593603#post593603
ah but have you ever worked in one?Kirstie said:
it's like these oh-so-clever professors that pompositize about the dangers of taking exstasy and cannabis claimingit causes mental illness etc, but how do they actually know if they've never taken it themselves? how DO they know?
it's all very well 'researching' the socio-economic trends and making fancy theoretical models of the call centre as a civilization like ant colonies, and applying academia to the micro-politics that this thoery and that theory predicts, but hve you ever been on the wrong end of an irate Mrs Walker who's been wrongly sold an aftersales warranty? eh?
Kirstie
Über Member
_Ben_ said:ah but have you ever worked in one?
it's like these oh-so-clever professors that pompositize about the dangers of taking exstasy and cannabis claimingit causes mental illness etc, but how do they actually know if they've never taken it themselves? how DO they know?
it's all very well 'researching' the socio-economic trends and making fancy theoretical models of the call centre as a civilization like ant colonies, and applying academia to the micro-politics that this thoery and that theory predicts, but hve you ever been on the wrong end of an irate Mrs Walker who's been wrongly sold an aftersales warranty? eh?
Err, yes, actually i have. And I don't look at socio-economic trends. I do work with call centre workers on their experiences of being monitored, so it's occupational psychology/micro sociology.
But I am oh-so-clever.
a) no, I didn't falsely alter the feedback - others tried to , but i stopped them!Kirstie said:
the employees themselves didn't usually get to see the feedback directly, their supervisors did. They would only get to see it if evidence of them slacking was required, which it often was.
Kirstie
Über Member
_Ben_ said:a) no, I didn't falsely alter the feedback - others tried to , but i stopped them!
Ok then you are off the hook. Pity you left.