Good For the Business?

03-23-2010 Tuesday

Alright, brace yourselves for an array of complaints and curses that will be delivered to everyone through this post. This is out of frustration, hoping that someone who actually cares for employees would be able to read this post and give a damn. I know I'm holding on to a false hope but right now, it's better compared to holding on to completely nothing.

This is the situation at work: The fucking management figured out that they need to strategize to be able to hit the given goals because the entire site is going down due to recent fraudulent activities committed by those sellers who used to get all the praises for an outstanding performance. That's a middle finger aimed at the management, those people who were performers in their eyes turned out less perfect than what they thought they were. This is all their fault anyway, they've earned it, for pushing their people way too hard to sell that those people start doing frauds just to reach the goal.

With the fraud cases out, those people guilty of committing such act were terminated so that means less sales, and the effect was angry American clients asking the management what the hell happened to our site, why we couldn't keep up with the given goal and why is it that we have tons of fraud cases. I also learned that the our account has paid over 1.8M (I forgot if it's peso or dollar) to customers affected by fraud. Haha, I feel like laughing my ass off. That's the cost of their manipulation over the agents.

With all these things in mind, that will bring us to the problem we'll be dealing with for the next couple of days, or maybe weeks, or God even months if I can last that long. If you think the management is the only one affected by these screw ups, you're very wrong because they wouldn't shoulder the fucking consequences of their mistakes alone. That's what we, agents are here for, to take some part of the blame..well, not only a part of it, as much as possible, they want us to suffer the most while they sit around and pressure us even more.

Ready for the fun part? Here it is. The year's most fucked up idea goes to... Sprint Inbound Higher Management! Woopie! When we had a meeting, my team manager has set our expectations as tenured reps that we will be bombarded with calls compared to the newbies. She showed us a graph that the percentage of newbies are almost equal the percentage of tenured reps. 35%=35% with some minor point differences and right now, the management obviously can't count on the newbies to sell so they're badly needing our help to convert most calls into sales. That means, we'll be receiving 5-6 times more than the calls the newbies are receiving. That means, they'll be killing us with work. That means, we're all getting paid the same but not everyone's working as hard as our asses do. Talk about being unfair right?

I could accept taking lots of calls, if those aren't bullshit calls. Billing concerns? Technical support concerns? Fuck them, don't they know how to filter these types of fucking calls? Upsell, upsell, upsell, they always push that into your head, and what happens after that? Customers get mad at you because that's not the reason why they're calling in the first place.

If they're doing the math correctly, 35% is not a good percentage for tenure agents with more than a year experience in the company. That means, almost 65% of the agents on the floor are either new hires or has been on the account for less than a year. The awful truth is that these percentage are the employees who will most likely scam just to close a sale. But here's the real truth, if they keep this fucked up strategy until next month, they will most likely lose more of that 35% remaining tenure agents.

Instead of being valued and being given the right treatment, we feel more deprived of everything. We're always on queue, we can't take aux meetings, we can't call the customer back so if we got disconnected in the middle of closing a sale, then that's a lost sale for us, I bet if it's legal. they wouldn't even allow us to take our break anymore to be able to attend to all the trash calls being routed to us.

They want us to understand from a business' point of view, sure but what about the employees side? Especially the tenure ones who will probably be dead by the end of the shift because of endless calls. Imagine this scenario, in one particular team, the tenure ones got over 40 calls in an 8 hour shift while the others ended up with 9 calls at the most. Imagine that and imagine glancing on their payslips and seeing the same exact amount of pay. Do you see where I'm getting at? If you'll give us THAT many calls, then why not just terminate all the newbies or I have a better idea, give us INCREASE OUR SALARY!

If this continue on, they're looking at losing more tenured reps, I can guarantee that. I feel like I can no longer wait 'til May, I may start looking for another job sometime next week.

We'll be gone, bitches, if we don't get the treatment we deserved. I hope you'll all be happy, that's good for the business; keep losing employees then burn in hell.

Labels: fraudulent, management, payslips, pink crimson, salary, sprint, sucks, tenure

posted by Monica-Lynne @ 4:46 PM