I’d guess he works at a certain Dallas-area company that begins with a “NOR” and ends with a “EL" Guess the "”.
I’ve had a couple of buddies that worked in their internal IT call centers, and they’re way screwed up. Their whole performance metric system was based on volume of calls answered, not quality of solution. In other words, it was advantageous to the IT guys to continue to band-aid problems repeatedly instead of fix it once and for all, because if they fixed it for good, the customers quit calling back.
In my mind, call center employees are pretty much like 21st century galley slaves. Let the Indians have those jobs! They’re not really fit for man or beast.
To all saying “Get another job”, if Badtz] likes working in a call-center, this sort of clock watching is a necessity and is typical of most call-center environments I’ve worked in (although most figure a weekly or monthly average of wrap-up time, rather than pouncing on every call)
That said, Badtz, I agree with the posters who are saying to ask to switch seats or have another phone put in. Switching out the phones should take the telephony folks less than 5 minutes and it has to be the acutal instrument, not the line.
What Phone System are you using anyway? Aspect? Meridian?
If your boss/the telephoney people won’t cooperate, do go to HR and explain the situation and your proposed solution.
FWIW, I can vouch that phones can be broken such that the wrap button only works intermittently.
I actually like the job, perhaps because I had so many truly wretched jobs before getting into tech support. I make enough money to pay the bills, and the work is not hard at all. I’ve been doing tech support for most of the last eight years, I’m pretty comfortable with it. It’s damn hard to find a good job in this economy when you have no degrees or certifications.
Telephone system is Aspect. No, I do not work for Nortel. I do support for an extended warranty company, which means I t/s a wide range of computer and electronics equipment…in some cases, I even ‘troubleshoot’ office furniture (basically determine if the damage described is covered).
I’m not too concerned about it now. I talked to one of my co-workers whose supervisor had noticed her surfing at the end of the call recording. He didn’t care about it as long as she was doing her job, but when she told him she knew she wasn’t doing that, he mentioned that the screen capture system sometimes does continue to record after you have left Wrap - and then I talked to someone who used to be in IT for another company that used the same system who said that it always records a full minute after you get off the call, no matter how much time you spend in Wrap. Apparently the people doing the call monitorings did not know this. When I have this meeting with HR I’m going to bring this up, and ask that my previous write-ups for this are removed from the record.
