Call center agents live and die by the numbers. You got Average Handling Time, Customer Satisfaction Ratings, Calibrations, Abandon Rates and a hundred other numbers. There's even an allowance provided by your account (if humane enough), we call Bio-break or Bathroom break.
Sure talking on the phone is easy work, but dealing with the stress and rigid schedule is not. I mean it's not the first time we've heard of people having a heart attack with on the operations floor, or getting married with the love of your life in the morning then taking calls instead of going to your honeymoon. I even heard of someone literally peeing in their pants cause workforce's forecast went bonkers.
But since we're on the topic of numbers, the writer thought it might be discuss about this site's Matrices as revealed by Google Analytics.
I thank who ever may gave the time to read an old memoir of my experiences when I was still a Pinoy Odesk Newbie.
I am speaking my truth if Gary Swart finds it distasteful then please, acknowledge the mistake, set things straight and restore my old profile. I had sacrificed far too much blood, sweat and tears for the five star reputation worthy of note only to be white washed by your customer care agents in the Philippines.
