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Verse two, same as verse one.
Sep. 12th, 2007 11:33 pmTired. Work is stupidly busy. I'm still not on the phones, but there are about a hundred people on hold every.single.damn.day, which means I get roped into floorwalking most every day, because there are so many questions. And what with all the gnubies on the phone, and the new rules, and the new tasks, and the backlog of e-mails and tickets and call backs, and the other new rules which contradict the first set of new rules, and the company flinging marketing schemes hither and yon*...
Well, let's just say that 'utter bedlam' doesn't begin to cover it.
To make matters worse, the experienced agents are dropping out one by one. Most of the ones that are left are now on holiday, I've not been on the phone regularly for nigh on six weeks, the third remaining member of the original crew got a job as trainer, one guy from my training group got roped in by IT (and just as quickly roped out again by the same guy who suggested him to IT in the first place), and another is not capable of being on the phones right now because of family problems.
And what really puts the icing on the cake is the pressure of getting our act together before the third week of October. If we don't get the scores they want us to get, we're out. Which means about 40 agents will be out of a job. The average handling time is through the roof, our service levels are sinking so fast they're about to implode because of the pressure and new regulations, procedures, counter-procedures are zooming back and forth so often and so fast we're all developing motion sickness and whiplash trying to keep up.
In short, it's a godforsaken mess. No one knows what the fuck is going on. The floorwalkers are just...differently ignorant. We know things the agents don't know, but the things we don't know are off the damn scale.
'When will HQ fix this problem?'
'Er...before [foo]^.'
'...'
We want to do things, we really do. We have ideas to get rid of the enormous backlog of e-mails, but they're shot down before we can even start the engine (the person in charge of the project shoots down every good idea because they're not her ideas. She's a mite insecure, I'm thinking. Or just a twit. It could go either way.).
All in all, work is not a happy fun place to be right now. I still go there with enthusiasm because I like my work, especially now I'm the unofficial extra floorwalker, but I am drained and tired when I get home. I don't have the energy to read or do other fun things, but neither do I have the calm to just relax and lounge in a bathtub until the water grows cold or to just sit and stare at the sky for a while. I need time off. Which, fortunately, is happening next weekend. On Thursday I'll lug my weekend bag to work and hop onna train down south afterwards for a lovely day of pampering on Friday with![[livejournal.com profile]](https://www.dreamwidth.org/img/external/lj-userinfo.gif)
arwen_lune and troo and a weekend filled with shiny people who will understand when I go 'ffffft' and disappear into a book for a while.
* The last two were a triple play package with an LCD TV where the TVs went missing, and a double play package with a laptop, still running**. We get the news about new marketing the same time the customers do. Sometimes after. You haven't lived until you have felt that sinking feeling when a customer enthuses about the new scheme where they can get a free laptop and oh my god squeee and your brain goes 'whu?' and your mouth goes 'Er...'.
** The scheme. Not the laptops.***
*** That is to say, the laptops are running. Or will be. Hopefully.
^ Where [foo] is that particular floorwalker's favourite expression. I confuse people with 'When pigs freeze over.'.
Well, let's just say that 'utter bedlam' doesn't begin to cover it.
To make matters worse, the experienced agents are dropping out one by one. Most of the ones that are left are now on holiday, I've not been on the phone regularly for nigh on six weeks, the third remaining member of the original crew got a job as trainer, one guy from my training group got roped in by IT (and just as quickly roped out again by the same guy who suggested him to IT in the first place), and another is not capable of being on the phones right now because of family problems.
And what really puts the icing on the cake is the pressure of getting our act together before the third week of October. If we don't get the scores they want us to get, we're out. Which means about 40 agents will be out of a job. The average handling time is through the roof, our service levels are sinking so fast they're about to implode because of the pressure and new regulations, procedures, counter-procedures are zooming back and forth so often and so fast we're all developing motion sickness and whiplash trying to keep up.
In short, it's a godforsaken mess. No one knows what the fuck is going on. The floorwalkers are just...differently ignorant. We know things the agents don't know, but the things we don't know are off the damn scale.
'When will HQ fix this problem?'
'Er...before [foo]^.'
'...'
We want to do things, we really do. We have ideas to get rid of the enormous backlog of e-mails, but they're shot down before we can even start the engine (the person in charge of the project shoots down every good idea because they're not her ideas. She's a mite insecure, I'm thinking. Or just a twit. It could go either way.).
All in all, work is not a happy fun place to be right now. I still go there with enthusiasm because I like my work, especially now I'm the unofficial extra floorwalker, but I am drained and tired when I get home. I don't have the energy to read or do other fun things, but neither do I have the calm to just relax and lounge in a bathtub until the water grows cold or to just sit and stare at the sky for a while. I need time off. Which, fortunately, is happening next weekend. On Thursday I'll lug my weekend bag to work and hop onna train down south afterwards for a lovely day of pampering on Friday with
arwen_lune and troo and a weekend filled with shiny people who will understand when I go 'ffffft' and disappear into a book for a while.* The last two were a triple play package with an LCD TV where the TVs went missing, and a double play package with a laptop, still running**. We get the news about new marketing the same time the customers do. Sometimes after. You haven't lived until you have felt that sinking feeling when a customer enthuses about the new scheme where they can get a free laptop and oh my god squeee and your brain goes 'whu?' and your mouth goes 'Er...'.
** The scheme. Not the laptops.***
*** That is to say, the laptops are running. Or will be. Hopefully.
^ Where [foo] is that particular floorwalker's favourite expression. I confuse people with 'When pigs freeze over.'.
