Reply to thread

Message

<blockquote data-quote="ncrtscisme" data-source="post: 80988" data-attributes="member: 4721">TSCgal,Speaking of SMS tests, our TSC went a long time without getting any of them...until a few days ago, when we were given 2 tests to do. Guess what the tests were about? The Electronic Communications Policy!!As far as the nitpicking goes, the main BSC concern is our SLA (calls answered in 40sec or less). But calls are coming in big waves now...one moment it&#039;s slow and the next moment we are overloaded with calls from all over the country. So naturally, some calls are not answered immediately during the busy &quot;waves&quot;. Now we are constantly watched as far as being &quot;autoed-in&quot; on our phones. Just try and take that 2-minute after-call time without being asked &quot;why aren&#039;t you autoed in?&quot; or &quot;what are you doing? are you taking calls?&quot;. Some techs have been written up for taking breaks that don&#039;t even add up to the 30 minutes, just because someone else decides to play &quot;tattle-tale liar&quot; with the manager and telling him that they are on longer breaks than they really are. When I first decided to take the SAP, I had some feelings of regret...but as each day goes by, I&#039;m reminded again and again that it was the right desicion. Heck, I&#039;ve been told by a few techs who are staying that they wish they had taken the SAP because they no longer feel comfortable any more just coming to work.</blockquote>

[QUOTE="ncrtscisme, post: 80988, member: 4721"] TSCgal, Speaking of SMS tests, our TSC went a long time without getting any of them...until a few days ago, when we were given 2 tests to do. Guess what the tests were about? The Electronic Communications Policy!! As far as the nitpicking goes, the main BSC concern is our SLA (calls answered in 40sec or less). But calls are coming in big waves now...one moment it's slow and the next moment we are overloaded with calls from all over the country. So naturally, some calls are not answered immediately during the busy "waves". Now we are constantly watched as far as being "autoed-in" on our phones. Just try and take that 2-minute after-call time without being asked "why aren't you autoed in?" or "what are you doing? are you taking calls?". Some techs have been written up for taking breaks that don't even add up to the 30 minutes, just because someone else decides to play "tattle-tale liar" with the manager and telling him that they are on longer breaks than they really are. When I first decided to take the SAP, I had some feelings of regret...but as each day goes by, I'm reminded again and again that it was the right desicion. Heck, I've been told by a few techs who are staying that they wish they had taken the SAP because they no longer feel comfortable any more just coming to work. [/QUOTE]

Verification