Basically beside my university studies, I'm currently working as a call center agent (service Desk). So basically my company does what I'd call 'IT HelpDesk Outsourcing' because 'our' clients aren't from the country where this company is located.
So anyway, I was told I have to:
- Take calls within 30 seconds
- Respond to incoming chat requests within 6 seconds
- Even if I'm currently already working on a ticket or am literally on the phone (SoftwarePhone) with a given client and trying to troubleshoot their issues, I have to respond to incoming chat requests within 6 sec
I haven't yet asked my supervisor(s) as to how tf it's rational to expect this massive workload from an employee, especially when he's already working with someone on the phone…
I don't think this is rational, but isn't something like this illegal too? So say someone gets fired because he couldn't handle 3-4 task-intensive things all at the same time
Add to this the fact during a given shift I'm only allowed in total 90 minutes of break, which is divided like this: 1 lunch break that's 30 minutes, and 6 x 10 short breaks
Sorry if the wording is weird or confusing, hopefully you'll be able to make out what I'm driving at