Quote:
Originally Posted by oompaloompa so how do they prove they retained you, by recording the call and playing it to their manager? this guy sounded like his family would not eat this week because I cancelled!!! |
essentially, yes.
every call to every call centre is recorded.
seriously: i say every, because you're talking way over 99%.
as a call centre worker, you get what's called "quality controlled": your team leader or whatever they're called will take x number of calls to listen to per week from each worker in the team, to check they're doing ok, to grade them, pull them into line, fire them, etc.
if for whatever reason you mess up (can be as simple as not following the script provided by your company to the exact word- say you're supposed to answer the phone with "good morning, worlds best tables, how may i help you?" and you answer with "
hello, world best tables,
how can i help you?" you can- theoretically- be in the firing line) it's basically marked down against you.
also: league tables.
sometimes there will be board of names of everyone on the team, and next to their name "retains made today". the team leader/etc simply updates the blackboard as the day goes on, so everyone can constantly look up and see where they are on the blackboard and who's winning/above them/etc. it's like being a in a slow, but constantly pressurised race, against colleagues. winner at the end of the week/month/etc gets a stupid-hardly-worth-anything prize- just one example of the joys of call centres. ^^^ "this guy sounded like his family wouldnt eat this week because I cancelled" haha yeah- but like I said, this is on the open blackboard, so you're constantly aware every minute of every day of the numbers being updated on there. who's ahead/behind you, how many you'd have to get to be at the top, etc, etc, and ultimately, who are they gonna fire if they have to lose say one or two people from the team? those who 'don't try hard enough' and 'keep' their customers (even if they've already left and there's nothing they can do, like in many cases where they've simply already found a better deal and left). so basically, unless you can sell ice to the eskimos, it's luck of the draw which customers you get if you can retain them or not. again, the joy of working in call centres!!!