Wednesday, September 17, 2008

some companies really should change or stop operating

And I'm specifically talking about a certain appliance company that has been around for generations. I foolishly thought taking calls for this particular work at home company's client was a good idea. At every turn the devil is against me, trying to keep me in hot water with the companies. I'd love to smack the bean counter that prompted the constraints put on agents to do their jobs. This appliance company expects agents to get the customer profile, empathize with a distraught and irate (mildly stated) appliance owner who just got this hunk of poo 2 or 3 years ago, sell the repair service and get off the phone with the customer in four minutes. Yes, FOUR. Some customers can't even finish venting inside of four minutes. Between the appliance itself, the incredibly frustrating phone prompt system (I've personally attempted to navigate it), and then the lack of empowerment the agents are given, plus the high cost of the repair - customers are NOT happy. And now *I* am REALLY not happy. I checked my performance log and see that it says I missed 4 calls - kind of hard when my phone did NOT ring 6 times in that half hour. But somehow this company figures that it's acceptable to count those 4 calls that never came to my phone against me. Then I look again, and I have a "Personnel Infraction Notice" or something of the name. Because I took too long on the phone (fine, I know I do that) and because my conversion is 33% since the ghost calls counted against me. Oh I'm just livid about this and because I'm a remote agent, there is not a human resources person for me to rant to in person. I'm not signing those write ups till some attempt is made to clarify things for me, and even then I don't think I'm going to sign the write ups at all. I contacted the supervisory line to get clarification, and I get a response about pay - which wasn't what I asked. I want to know why calls I never even GOT can be counted against me.
This particular line sucks the life out of me, and I'd rather be broke than have no soul for having worked this line. I'm done. I'm so done, I'll stick the fork in myself.

3 comments:

Heather Bedether said...

Are you talking about Sears? Just curious..

MrsSoersdal said...

One more vote for Sears here!

I used to work for them, though, so I'm a bit biased. People wonder why I refuse to harass customer service types. As if YOU have the power to personally come and fix it and you're just being difficult.

Tracy Fiebranz said...

I know the feeling... Keep in mind, from a 'repair tech schedulers' POV, ALL APPLIANCE COMPANIES SUCK! What irks me as much as the fact the danged appliances don't work, they expect a skilled technician to accept LESS than $25 a call (not an hour) to fix an appliance that in some cases can take 3-4 hours to fix too! (I KNOW your pain, hon, WELL!)