It’s so busy at work at the moment we all feel like a bunch of packhorses. Do this, do that, jump, jump again, stay in your seat. Their favourite one is ‘get on available’.
Everything we do that is not on the phone is questioned. Where are you going? What are you doing? Why are you not available?
There’s not enough staff to answer the calls and yet again our marketing department has sent all the mailings out at the same time. Fantastic wisdom. The norm at the moment is 20 calls waiting in the queue. It has gone higher than this at times.
We’re just waiting for them to ban toilet visits. I reckon they’ll be supplying us all with buckets soon.
A Packhorse Called Rachel
Gibsons Packhorse Bridge Jigsaw Puzzle (2000 Pieces)
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.