Fed up of shitty work practices!

[Silversurfer34]

I'm in a call centre role, looking to leave soon because of constant big brother monitoring.

So first they were sending out everyone's KPIs as a list for everyone to see, but that stopped so they must have got a complaint.

They've now introduced a new system where there are live updates and 'scoreboard' showing which call agents are doing the best, who's at the bottom and so on.
It also shows things like who logged on first, who was back from break/lunch first even though we're entitled to our full time?

It's supposed to 'encourage friendly and healthy competition' between staff, honestly fed up of being treated like a performing seal. I am applying for other jobs which is a shame as I've only been here 4 months, but the constant monitoring does my head in.

You get told off if you're out of adherence and go on your break late, but if your lunch is for 1pm you have to take calls until 12:59, what if the phone rings at 12:59 and it's a complex one? You can't say to the caller, right sorry I'll have to stop you there I'm late for lunch, bye.

I'm upset, you get nothing in this role, it's about £1.50 an hour over min wage which I know is more than some jobs get but it's hardly a decent salary in this day and age.
Including breaks we're here for 42.5 hours a week.

I'm fed up of just being a 'lowly' junior admin employee..hope i get something better soon.

Senior management keep getting richer and us lackeys just need to keep meeting our targets so our managers look good and get their bonuses.

I'm 'doing well in my role but it's irrelevant, I'm not interested in competition and constant notifications about whether someone is making more calls, I couldn't care less.

And to be quite honest whether I'm at the top or bottom is irrelevant.

I'm new to call centre roles wasn't aware it was like this. And calls are one thing but monitoring break times and publishing them is ridiculous.

publishing only a problem for those taking the piss

I am near the top, you know absolutely nothing. I don't need to justify myself to you. I can start a thread for any reason I like.

no, you are not

how dare you not tug your forelocks and skip your breaks and work your arse off
for the company .

I’m a bit worried that you must be stalking this woman

or are you one of those pathetic little “team leaders” at a call centre who likes a bit of power

What was your previous job op?

I’d absolutely hate it OP

yanbu

Worked in a call centre 25 years ago on summer hold as a student

THE most boring job of my life

Only interest was colleagues also uni students on holiday - we had a laugh.

I loved the score board though… injected a bit of competition in to the day! 😆

Including breaks we're here for 42.5 hours a week.

on a break now?

I understand to a point what they are doing but it could be done in a different way and absolutely you should not be in competition to come back from your break early, that's ridiculous. I don't blame you for wanting to leave, I bet their staff retention is pretty poor. As a manager you need to get the right balance between achieving results and ensuring your staff have positive wellbeing at work.

YANBU
I worked in a call centre for a couple of years and it always had that level of monitoring displayed. The worst were the incentive days, when the team leaders would put on glittery waistcoats and top hats and had a Tombola for the winners to dip into. It was so cringeworthy. Though better than the poking stick, which thankfully got taken away. (They'd use it to poke people who's call rate wasn't high enough)

What’s the big deal with publishing break times?

obviously it’s to keep an eye on those that are constantly starting out for a fag

That sounds awful. My mate does outbound calling from home, market and social research. It's pretty boring but they're not all about scoreboards and stuff. Something like that might be better? I think it says London living wage wherever you are. I think you can get more though as you progress. Not sure if they're busy as it's not guaranteed work. That's the downside.

What would happen where I was… is people would begin to head back to their desk at the end of their break times. Meaning that not actually back to work for 5/10 mins after break finished.

I was a student and knew that I was unlikely to ever see the inside of a call centre again… so I’d stroll back at the end of my break with fellow student colleagues and ignore the team leaders death stares!

You are seriously odd and frightening.

Hiw did you have time for a "bit of a laugh" if you were doing your job properly?

Yanbu, it sounds awful OP. I bet there's not a single person working there who enjoys their job.