So I work in customer support for an American telecommunication company and for a few months I had work from home, but today I got a text from my manager that you and 4 other agent will have to report for office from tomorrow.
Covid cases are increasing and there is even night curfew on weekends, which don't always coincide with my week offs. My shift starts at 1:30 AM and it ends at 11 in the afternoon.
The reason that my manager gave for calling me to office was that my score for this month is not good enough.
I work in chat support and our score is calculated by a survey form that customer fills after a chat.
The survey form is from 0-10 where only 9 and 10 are promoters while 7-8 are neutrals and 0-6 are detractors.
The formula that they use to calculate the NPS (Net promoter score) is (total number of promoters – total number of detractor) ÷ total number of surveys.
And our target is to have 70% or above NPS
So for 1 negative survey I must get 6 positives and for a neutral I need 3 promoters.
Also the question that is asked on the survey form is “How likely are you to recommend COMPANY NAME to friends and family?”
There is also another question on 0-10 scale asking for “How satisfied were you with the representative that you communicated with?”
But this score is not has no impact on the NPS.
There is also an option to write any additional comments as well, but no matter what the customer writes, no matter how good it is for the agent, it has no value.
I have no clue as to how me working from office is going to improve the NPS
Like seriously?
I have to work 10 hours shift the work environment at the office is very toxic.
I was happy when I was told that you can work from home now.
Now I'll have to wake up at least 1 hour before my shift so that I can reach office on time, any more than three instances of being late in a month, even if it's by a second will result in salary deduction.
To top it all, I am paid about 1/12 of what the client pays my employer.
Any thoughts on what should I do?