As I told you guys a while ago, my call center has a bonus program that adds $2 per hour to your check as long as you make your audits and make your hours.
For your audits, it used to be 90% for the corporate audit (where the retail store honchos listen in) and 85% the in-house audit (which was done by just the call center). For the hours, it used to be 36 actual hours after lunches and "aux" time (for those that don't work in call centers, "aux" is a term used when you set your phone to not take calls, ie like when you're going to the bathroom).
Well it seems like too many people were getting their bonuses as they raised the requirements to a 100% pass-or-fail for the corporate audit, 90% for the in-house audit and 37 actual hour afters lunches and aux. While one extra hour may not seem like much, that means if you have a crappy aux day you may miss your bonus. As for the audit, if a retail store honcho lowers your score a point or two (usually over something stupid), there goes your bonus too.
It's already taken it's toll on a couple of people in my row. One had an issue with his databases crashing so he had to spend time on aux documenting his calls, he had 3 other days where his aux was great (read: really low) and because of one crappy day he missed the actual hours by .07% (and the supervisors refused to put in a "time-lost" request). Another co-worker has missed her bonus since the new requirements because the retail store honchos think her empathy statements don't sound sincere, even though she passes the empathy requirements on the in-house audit.
For me, it's led my co-workers to call me "policy boy" because I am so afraid of failing an audit so I act pretty much like a kiss-ass to the auditors (say things to the client and put things in the case notes purely to look good to them) and limit my aux to a crazy minimum.
For your audits, it used to be 90% for the corporate audit (where the retail store honchos listen in) and 85% the in-house audit (which was done by just the call center). For the hours, it used to be 36 actual hours after lunches and "aux" time (for those that don't work in call centers, "aux" is a term used when you set your phone to not take calls, ie like when you're going to the bathroom).
Well it seems like too many people were getting their bonuses as they raised the requirements to a 100% pass-or-fail for the corporate audit, 90% for the in-house audit and 37 actual hour afters lunches and aux. While one extra hour may not seem like much, that means if you have a crappy aux day you may miss your bonus. As for the audit, if a retail store honcho lowers your score a point or two (usually over something stupid), there goes your bonus too.
It's already taken it's toll on a couple of people in my row. One had an issue with his databases crashing so he had to spend time on aux documenting his calls, he had 3 other days where his aux was great (read: really low) and because of one crappy day he missed the actual hours by .07% (and the supervisors refused to put in a "time-lost" request). Another co-worker has missed her bonus since the new requirements because the retail store honchos think her empathy statements don't sound sincere, even though she passes the empathy requirements on the in-house audit.
For me, it's led my co-workers to call me "policy boy" because I am so afraid of failing an audit so I act pretty much like a kiss-ass to the auditors (say things to the client and put things in the case notes purely to look good to them) and limit my aux to a crazy minimum.
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