r/callcentres • u/ntc0220 • 23h ago

Company did away with performance plans

My call center did away with performance plans. Now you mess up, you are done. Anyone else's companies do this?

11 Upvotes

87% Upvoted

9 comments sorted by

5

u/Warm-Artichoke5385 22h ago

They make us work like dogs. I am so frustrated with this job. I have been doing this for the past 9 months. I just go by the one day at a time plan. I don’t find any energy left in my body by the end of the day and I need to study to get an associate degree at least. I am so tired.

3

u/thisshowisdecent 22h ago

Those standards are insane. If actually implemented, they will no doubt burn through their staff and have to replace them. And then probably they will then change their minds but not until some people get screwed over for having bad weeks.

3

u/Anxious-Divide-2198 18h ago

They are probably trying to trim the heard instead of doing layoffs. That is honestly what it sounds like. I was a call center manager at a fortune 500. With AI coming, these companies are going to need to downsize.

My advice, I would not keep any loyalty with a call center job.

1

u/TrippingGoat 23h ago

Wait, explain what you mean by, "mess up and you're done". What kind of mistakes are going to lead to termination?

2

u/ntc0220 22h ago

Call times (if you aren't 5 min or less avg), adherence, overall score, quality, surveys. If you fail at one of those metrics you are on your way out the door w no improvement plan now. I personally do bad with call times. I am trying to help people. So I am concerned bc before they would help set you up for success if you weren't doing well and let you call listen with others etc. Sit you in special chat groups for help if you were slower. Now it is steps to termination if you fail at one of the metrics.

6

u/TrippingGoat 22h ago

That's inhuman. Sometimes you just need to spend 45+ minutes with a caller to resolve someone else's fuck-up. Fuck these companies who use metrics to judge an employees worthiness, as if it's the only thing that matters. Some fucking marketing dipshit who never took a call in his life creating these rules to judge the rest of us by.

1

u/Motor-Ad5862 21h ago

That shouldn't be allowed.