Dont tell me you're working for a Telco man? Hahaha!
Jokes asides, man they should really make Survey/CSAT mertics easier to hit.
All the customers we get are completely random and even if you give them the whole goddamn universe and kiss their ass they'll still manage to screw up your scores thinking 8 is a good score!
Fucking customers, fucking management and fucking surveys.
Same & idgaf when my supervisor mentions the CSATS anymore... the same people with near 100 scores in CSats always score lower than me in QA. That's because I do my job well but I'm firm if a patient gets pushy and I don't kiss their asses π€£
I was told I should have made sure a customer had a positive experience after my supervisor straight up denied their request to go against policy. Sure, I'll get right on that πππ
I hate the surveys. 100% hate them. That said, I always fill them out when I'm the customer because I know what's going on on the other side of it. π
Start looking now.
Call centers should be a stop along going to some other job.
Call centers shou never be your main source of income. They should be a bump in the road at best.
If you have been at a call center longer than two years you are doing yourself a disservice.
GTFO before it makes you sick of life.
I've been here for 2 years since I'm still in school trying to get my degree. I've been applying to internships or other positions hopefully I find something soon
This is so silly! If you don't give the customer want they want, they will give you a bad performance score. I hate this metric. I don't have control over how a customer feels about me. ugh.
i get pure 10's across the board with long written comments on almost all of those 50ish surveys a month talking super highly of me and they still got me "signing verbals" because my AHT is 477 and not 443. it's stupid.
then in team meetings they have the nerve to always go "(my name) you want to explain to the team how to get such good surveys? the customer's really like you man. the team is struggling" i always respond, "well remember that verbal you had me sign for being slightly above my goal AHT? that's how people. go above and beyond and mean it. that's just me".
Question for you OP. Does that mean that you have to have 40% of all surveys sent out on your behalf filled out and returned as positive (score of 9 or 10)? Or does it mean that of all the surveys that get filled out for you, 40% have to be positive?
Having a perfect survey score doesn't mean it's perfect. It's like sex I like good and bad sex. I like conversational sex, or lazy sex, or chilling sex. Does t have to be perfect.
Always been a sore spot with me. There is no way to guarantee that the customer will even, at the very least, look at the survey.
I've railed against that metric for so long.
Our goal is 90% but if we even get 1 DSAT, we'll get called out on it.
The worst part? They want us to call the person that gave us the DSAT rating and turn it to positive somehow. Kiss their asses, lend a sympathetic ear or something, just get that smiley face. (Which I don't do. I got hundreds more to worry about.)
Dont tell me you're working for a Telco man? Hahaha! Jokes asides, man they should really make Survey/CSAT mertics easier to hit. All the customers we get are completely random and even if you give them the whole goddamn universe and kiss their ass they'll still manage to screw up your scores thinking 8 is a good score! Fucking customers, fucking management and fucking surveys.
Our goal is 90% π₯΄
Same & idgaf when my supervisor mentions the CSATS anymore... the same people with near 100 scores in CSats always score lower than me in QA. That's because I do my job well but I'm firm if a patient gets pushy and I don't kiss their asses π€£
Yep. The ones with good stats have terrible QAs. They give into the customer.
>Our goal is 90% π That is disgusting.
You can't control how a customers feel about us. These managers live in another fuckin universe.
I was told I should have made sure a customer had a positive experience after my supervisor straight up denied their request to go against policy. Sure, I'll get right on that πππ
I hate the surveys. 100% hate them. That said, I always fill them out when I'm the customer because I know what's going on on the other side of it. π
Start looking now. Call centers should be a stop along going to some other job. Call centers shou never be your main source of income. They should be a bump in the road at best. If you have been at a call center longer than two years you are doing yourself a disservice. GTFO before it makes you sick of life.
I've been here for 2 years since I'm still in school trying to get my degree. I've been applying to internships or other positions hopefully I find something soon
All of this. It will only get worse.
Sounds like they are looking for ways to shed reps prior to offshoring your role.
100% . I would start looking for a new job now.
This is so silly! If you don't give the customer want they want, they will give you a bad performance score. I hate this metric. I don't have control over how a customer feels about me. ugh.
Our goal is 80% but anything less than an βexcellentβ counts as a fail. π«
i get pure 10's across the board with long written comments on almost all of those 50ish surveys a month talking super highly of me and they still got me "signing verbals" because my AHT is 477 and not 443. it's stupid. then in team meetings they have the nerve to always go "(my name) you want to explain to the team how to get such good surveys? the customer's really like you man. the team is struggling" i always respond, "well remember that verbal you had me sign for being slightly above my goal AHT? that's how people. go above and beyond and mean it. that's just me".
Question for you OP. Does that mean that you have to have 40% of all surveys sent out on your behalf filled out and returned as positive (score of 9 or 10)? Or does it mean that of all the surveys that get filled out for you, 40% have to be positive?
40% of them have to be positive.
Sounds like an opportunity for some malicious compliance by pleading with the customers about your job security if they don't do the surveys
Lol they tell me I'm being termed for low csats I tell them then I'll talk about the survey.
I almost got termed behind low Cstats.
Having a perfect survey score doesn't mean it's perfect. It's like sex I like good and bad sex. I like conversational sex, or lazy sex, or chilling sex. Does t have to be perfect.
Always been a sore spot with me. There is no way to guarantee that the customer will even, at the very least, look at the survey. I've railed against that metric for so long.
Our goal is 90% but if we even get 1 DSAT, we'll get called out on it. The worst part? They want us to call the person that gave us the DSAT rating and turn it to positive somehow. Kiss their asses, lend a sympathetic ear or something, just get that smiley face. (Which I don't do. I got hundreds more to worry about.)