How much efficiency companies cost us?

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Define efficiency company– Toxic efficiency is achieved when companies’ interests are prioritized much too high over community and Sustainability interests.

Here is how we get our answer? This is more speculative than anything right now but I would genuinely like a number. Here is how we get it. We add up the cost of the social assistance received by the employees’ post-call center employment. We add that up for the duration they receive the assistance.

Not just talk, eventually, we are going to get reports. Conversations are going to be had. We are going to continue to be informed and this will be dealt with. You see what I think Socialists? I think this is another version of the Wal-Mart Food stamp problem in the U.S.A. I think we have jobs that worsen social wellbeing rather than improve for the sake of the utility of the community.

Still, think a Conservative is going to balance the budget & economy humanely? Give me a break!

Here is an idea:

  • Give employees time to adjust to work culture.
  • Allow for mistakes
  • Don’t fire without just cause (Not the efficiency just cause… “No no… NO!” )

Means for improvement:

 

Or fire, lay off and etc. Then you will have more people sending call center’s dirtiest secrets to Ashtonderoy@gmail.com and the community will continue to have these very real engagements on issues.

Call center confessions: 3 calls I slammed the phone on.

Ashton Deroy 3 calls I slammed

Ashton Deroy writes: This is a conversational blog. That being said I will not censor who I worked for. In compliance with privacy regulations, I will not recall customer names or any details of accounts. Here is how it is though. If I worked for you or your client I am going to write about it. The only damage I can really do is alienate myself from the telecom industry. An industry I decided to retire from as a matter of health.

That is just a fact of life. In my call center career, I have worked for StarTek, Hinduja Global Services, Concentrix, Stream, Teleperformance and AND Agency. Some of this will also be from my recollections of memories & personal storytelling as is custom with many blogs.

Windstream logo

Call Center: Teleperformance

Client: Windstream

Problem: Phone out of service, requires fixing right away.

Okay so in this call picture an afternoon, where I am already high on caffeine pills in Downtown Toronto by Eglington at Teleperformance. I talk to the lady on the phone and she is upset because her phone isn’t working. I tell her something like we will get a tech out there a month from the call. She starts screaming, “This is unacceptable! I want a manager!” I hung up… No, I will not win any Tech support of the year awards for that. Why did I hang up? Well, escalating is pointless in tech support. Managers can’t credit customers more, they don’t have magical call taking powers that make a technician available. I just thought rather than drive up my call handle time with a pointless call flow I would just hang up! SLAMMED

“Sorry, you have no phone service but there is nothing we can do as a service vendor.” 

T-Mobile for business

Call Center: StarTek

Client: T-Mobile

Problem: My bill seems too expensive. Debating the company accountant!

Okay, so this was an early morning call-in Kingston. This customer calls in and he says his bill is too high. This is a business service line I am working on. Turns out this guy is the company’s accountant and after 1 hour of examining this lunatic’s bill line by line. He is ready to go again. I am autistic and I have a learning disability related to math. So I just, go ahead and hang up! SLAMMED!

“They paid me $11 an hour. That is hardly enough to justify learning math at the accountant’s level.”

Shaw Cable logo

Call center: S&P Data

Client: Shaw Cable

Problem: I am a telemarketer!

I was telemarketing at S&P Data in Trenton. Basically, my job was to sell a home phone line to Shaw Cable customers. This was my second job after getting a certificate in Digital Marketing & I hated it! So, as usual, I call someone’s home. They let me do my full sales pitch for some sadistic reason. Then the person just starts going ape s**** on me! I mean they just let me have it. Explaining how I am such a foreign piece s**** for calling them in Alberta and they don’t even know me! Then I am asking them to buy something. I can’t say I blame them but the rant went on too long. So I hang up! SLAMMED! 

“In parts of Alberta, it is a bit of custom to gain personal relationships with Business salespeople. The anonymity of call centers has  been largely criticized as a poor way of approaching business relationships & in many places Telemarketing is an offensive practice.”

Listen I was never an employee of the month at a call center. If I was that certainly would not be as interesting to write about. I think the worst thing about these places is, me hanging up on the people I did was not that irrational. The customer at WindStream tried to abuse me with hierarchy, the T-Mobile customer abused me in relation to capacity for logic & reasoning & the Telemarketing customer simply scolded me! Phones have a hangup option for a reason. I am damn proud I pressed it.

Want to read a positive workplace story? Read about my experience working for Hawkins Cheezies. Like anybody living on the edge, there are winning points in my life where I show true character. Then there are other times where I have to bail on my responsibilities for one reason or another.