It started about 6-9 months ago. I work for a call center and everything is based on stats, but it is so skewed to fail. I blame theetric that is used. Which asked if they would recommend my company. It's not even based on my service. On top of that, it is scored 1-10. 10 being they would recommend company. Goal is to get 70% in this stat.
1 thru 7 = -100 (negative 100)
8 = 0 (zero)
9 thru 10 = 100
Then 5 more a Stats
{Working with agent}
{Was agent nice}
{Did agent solve your problem}
{Was agent easy to talk to}
{Was agent helpful }
All of these are based on my service.
But all my sup and sup manager care about is the first question.
So I can get like two 100s and a 1thru 7 (-100) would erase that.
Ok well of course it happened. I failed to meet goal. So I got a PIP ( performance improvement plan). I got a pip once a week until my stat improved. I was also asked to report on site while I improve that stat for 2 weeks.
I live 1 hr away from site and it's a waste of gas and time. I challenged it and got to stay home. After that I've been getting more pips, call audits, and been pointed ( I get points deducted when I miss. If I miss enough days I'll get a verbal warning then get terminated. )
This has been going on for 6-9 months. It's starting to wear on my mind. I can't sleep. I just keep thinking about this. What can I do? I'm not quitting. I will not allow myself to be bullied like this. Of course I live in Texas, it's an at will state so I can be fired for anything.
What do you all think?