Hi guys so I work an 8 hour shift and in a contact centre through covid we were really quiet and not getting any calls so they are wanted us to do emails whilst we wasn’t getting calls which is fair.
Our targets are let’s say 10 calls an hour and 10 emails an hour.
Before with calls it wouldn’t matter your length of a call as you could do 9 calls in 10 minutes and you have you met your target as you were Rotad on phones all day .And it would count as an hour. Call time.
However now let’s say I do 9 calls in 9 minutes. This means I have 9 minutes of (call time) and let’s say I don’t get a call for 10 minutes within those 10 mins of non call time) you are calculated as emails so within that time you are expected to do atleast 2 emails.
In short after covid they changed how this worked so every single minute is now calculated and even if you have done 30 calls in 3 hours but (only 2 hour call time for example) the extra 1 hour which wasn’t call time you have to do 10 emails.
I think this is actually disgusting personally so now instead what I do instead of finishing calls quick and make my call time low which may increase my work load on emails. I just put customers on hold for 5 minutes despite knowing the answer and that way even if it isn’t busy after the call finishes I still have (less time to do the emails )
The quicker and better you are at your job they expect more work out of you. Utterly disgusting 🤮 so I’ll rather not
It’s shittty because things changed when management changed all because he’s actually power hungry.