I can’t actually go into the specifics of my job, but I work as a support agent that helps our customers.
I got promoted to take on the task of another department. Yes, it came with a raise not much though… and soon after that promotion and training all my calls were pretty much in this new department. This new department works closely with a partner bank so I often have to transfer them over to the bank.
After a few weeks of doing this, I get a coach note about my transferring being too high I mean yeah sure understandable because I was transferring almost I would say 75% of my calls.
But this is where the title comes in. I believe you don’t talk back you don’t get angry you just provide information valid information. That way if anyone takes a look at this coach report about my transfers, they clearly be on my side.
I told them simply half of the agents in the department don’t have access to transfer to the bank so they must transfer to me before hand, many customers will call for the bank use our number, and this is exponential, because instead of putting the number to the bank on the back of the card, they put my number. It was suggested that I hand out the number instead of transferring, which would make sense in terms of other agents, but not towards customers. To provide a more fluid and frankly less aggravating experience, I would have to transfer. If they don’t want me transferring as many bank calls, they shouldn’t be putting my number on the back of the card.
This is a summary of what I told them, but trust me, I wrote a full on extended book in the comment of this coach.
I don’t know if this is much of a rant but thank you for listening. I just thought it would be a good advice piece about how you shouldn’t go against your employer you should just simply give them the logic if they do end up, firing me because of a high transfer rate that’s fine , they don’t get my work and I take mine elsewhere. This is a free country after all I’m free to work where I want. I’m not enslaved to my employers.