Post # 1
Oh my gosh I am so stressed!
I work in customer service. Our managers listen to our calls and grade us on our quality. We have to do certain things and use certain phrases (we have to say “thanks for using Company Name!” we can’t just say “thanks for calling.”
I have been there 2 years and I am pretty good at my job. They gave me a raise, I have good numbers and so forth.
But recently they added some new managers to make the teams smaller. I got a new manager who is literally a NEW manager, as in, two weeks ago she was a peon like me.
I have had 4 call reviews from my new manager in the last 2 weeks and these are the scores: 92, 94, 100, and 92.
96 is minimum for passing! 96 USED to be low for me!
I looked at the call sheets and my new manager dinged me on things the old manager never brought up to me. I guess there is room for interpretation and the new manager interprets everything the strictist way possible!
The worst part is that the call sheets don’t tell you anything about the call. The last 92 one, I was dinged for “accuracy” but of course it doesn’t say what that means.
We can listen to the calls ourselves and I emailed her to ask if I could listen to that one.
I am just so freaked out right now. Has anyone ever had something similar happen? I went from feeling great about my job to feeling totally depressed and anxious in 10 days. Lord above.
Post # 3
Customer Service field is a really tough gig….I worked in that field for over 10 yrs and I don’t miss it….I used to work for a cellular company that I loved, but then it was bought out and I hated it! ….I went from rep to a manager, so I know she is probably overdoing it, you know being too strict or overly cautious….I started out like that, was too by the book as they say….but then I leveled out and found a happy medium….I know this doesn’t help you right now, but it might give you a perspective as to why she is the way she is, she is overcompensating sounds like to me.
Is there any way that you can change shifts and/or manager? We used to have shift changes depending on the needs of the call center every 3, 6 or 9 mths.
Also those call stats/scores seem to be a little too stringent….when I was grading and listening to my teams calls a low score was 70….seems like this company is very strict as it is….
What you did was great….asking to listen to the calls was the right move, also is there a Quality Team that can review the calls and score or grade them? I don’t know if you have a good relationship with your old manager but if you do, you might want to ask that they listen to the calls and grade them or even reach out to the new manager and see what they come up with….
Good Luck to you!….I once had a manager try to fire me for something she said we could do in a team meeting…worse experience of my life and I ended up becoming a manager 3 yrs later….and she hated it!