This call center boss is really tired of metrics. At many companies, it's clear that leadership values the numbers over their customers and employees. The numbers don't lie, after all, but just looking at the numbers in a vacuum isn't always enough.
This place is a great example of that. Some higher-ups who have probably never even talked to their employees looked at their call times. They decided that the calls were taking too long. Why that would be an issue at a call center is beyond me. I mean, long wait times for the customers aren't great---no one enjoys waiting on the phone for hours and hours. But these bosses were concerned that their employees were taking too long to address customer issues. I wonder if these bosses ever stopped to think about why that might be. Maybe their employees were taking the time to troubleshoot in numerous different ways, or were trying to find some crucial information. If you're just looking at the numbers though, the nuances won't matter in the slightest.
You can check out the story below and decide for yourself if the OP did the right thing or not. Then after that, one anonymous group of neighbors gathered together to write a note rallying against… one person's fake plant.
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