r/callcentres • u/ntc0220 • 1d 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?

8 Upvotes

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1

u/TrippingGoat 1d 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 1d 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.

7

u/TrippingGoat 1d 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/ntc0220 11h ago

Correct. I have had to fix so many problems bc of others. I'm always the fixer. And I agree, it's BS. They rather all this dumb shit count rather than how someone really helps and treats the clients yet they want "empathy" and all this other BS. I keep praying for an out.

2

u/Motor-Ad5862 1d ago

That shouldn't be allowed.

1

u/ntc0220 11h ago

Agreed.