Too Busy

It’s too busy at work at the moment. Don’t even have time to breathe never mind think about what I’m doing. As usual they’ve sent the mailings out all at once instead of staggering them. At the same time they’ve put out media advertisements. Now we are inundated. It would be good for the company if they had enough staff to cope! Trouble is that people are so pressurised there are many off sick – stress to be exact. They do it all the time. They never learn.

Financial Year End

We’re now coming up to the end of this financial year at work. This month has not been as busy as it normally is this time of year. I reckon it’s the calm before the storm though. There are mailings going out and they’re pushing certain types of cover this next week, so I’m expecting it to get mega busy. After all, the company wants to get as much in as possible before the end of the financial year.

We’re normally run off our feet and ripping our hair out until the end of April, then it begins to get a bit quieter.

There have been many changes in the company over this year, including the levelling out of the salaries and a bit of restructuring in the higher levels. It will be interesting to see what happens next year, although those of us who are long time employees are not looking forward to the new salary bands that have been put in place. It’s made many of us feel that the work we have put in is disregarded. So I hope that they put something in place to show us that our experience and knowledge is actually appreciated for a change.

Yes, it will be interesting.

Tricks of the Call Centre

We’ve been very busy of late in the call centre. Almost at the end of the financial year so the company is trying to make as much money as possible. Trouble is there are not enough agents to handle the call volume. We are frequently getting call queues of double figures. The company gets fined if there are any abandoned calls, which there frequently are as customers do not want to wait 20 minutes or more to speak to someone. So what does the company do? Simple. They get all the other departments to answer the calls as well. As long as the call is answered it won’t be abandoned. So customers are going through to the wrong people and are then being transferred internally. The customer then has wait in another queue. But it stops the amount of abandoned calls and prevents the company getting fined. Simple.

It’s annoying for the customer and it’s sheer hell for those of taking the calls. We get extremely annoyed answering call after call that should be for another department. Of course the customers have a go at us. They’ve been waiting in a queue and then they’re told they’re being transferred. It’s not good for anyone, but it saves the company getting fined.

So next time you’re in a call queue, just bear in mind that no matter what options you have pressed, you may well get transferred when the call is answered. Don’t take it out on the agent. The agent has had their share of having to transfer calls and they’re as annoyed, if not more so, than you.

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