AHT

I have some concerns that don't appear to be getting addressed when I direct them to my superior.

In response to Mr. Kings email: Maybe we have a high AHT today because of incomplete installs where the tech just left the customer with the modem and told them they were good to go and to call in to us to get everything set up. Not only is this (and it happens way too often) causing distrust and annoyances with our customers, it's also doing the same to that field tech, or contactors, internal customers as well. Is it any wonder many customers all but refuse to upgrade if they have to have a tech out? Maybe also, there are some people working today, who for various reasons, really need to be off but can't afford to because they're either loose their job or they'll be out on much needed cash? Maybe someone has a family member in the hospital dying, but God forbid if they want to spend time with them, selling more products is more important to a company with a stock that reached less 90 cents the past week, and has remained under a dollar for the better part of a year?

We are staffed just fine if everyone works together, but where should our focus be? Amy telling her team to ignore AHT and do anything we can to get an RGU, corporate saying to lower AHT most importantly today, and get some RGU's while we're at it. Constant flip-flopping from one side to the next. Should I ignore who I directly report to and go with corporate and face insubordination and termination as Amy has stated such actions would be, by not following her words exactly?

This is the same supervisor who told me that working 12 hours didn't give me a 3rd break because it'd have to be 4 overtime hours, not a 10 hour shift with 2 hours overtime. Sorry bitch, but the law's the law, 4 hours=1 break, doesn't matter what format it's done in, just so long as it's straight hours.

Fuck this, I'm moving to Utah.

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From: King, Thomas
Sent: Saturday, March 22, 2008 1:24 PM
To: DL Louisville VAS Team
Subject: AHT on Weekends


Hello.



We understand there are staffing challenges on weekend. We also understand that customers sometimes wait to call us until the weekend. And in theory, we understand that this is a business with business needs.



Today I am being informed by Workforce that a very high ranking executive wants us to know that they are very unhappy about the high AHT today. I do not have an answer that they will find satisfactory. So please be efficient and give the customer your FULL attention. If I see anyone surfing, shopping or otherwise goofing off while they are on call, then I will have an answer for the Vice President.



“Well, our AHT is high because people cannot seem to stop playing games while talking to our customers.”



“AHT is high on Saturday because EBAY is much cooler than the customers and their problems”



“The WoW forums are just so lively on Saturday that I must participate! The customer still gets helped, but after I post about my Raid Group”



What sort of reaction do you think that will get? We have to start living up to the expectations. I cannot stress how much visibility we have on us RIGHT NOW



While you are here, BE HERE.