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Yesterday was the first day at work without a help desk (my job), and we were supposed to walk the call center floor, answer questions, and generally help out. Any supervisor calls we had were supposed to be taken at the agents desk on their phones. We're also supposed to take calls when we start having them sit in our queue, but we were 20 people short all day, so it became pointless to even try to fix that. So management in all their wisdom had us up MIMing (Management in Motion, another new buzzword they all seem to like to use, even though the buzzword itself is not new).
It really, really sucked. But then we had our revenge. Before I went home last night, I looked at the stats for the day. They are the worst stats I've ever seen. Our average handle time per call went up over a minute compared to the average handle time per call so far this month.
We had only 19.2% of our employees meet mandatory goals for handle time. Normally we're around 85% or so.
Our service level (% or calls answered withing 30 seconds of being in our queue) was 17% for the day. We're contractually obligated to be above 70%. True, part of that was because we were unbelievably short staffed all day, but it is also because handle times sucked so bad.
Handle time went up as a direct result of us not being there to instantly answer questions and to take the sup calls out of the queue to free up agents to handle more calls. If we can have handle time suck this badly all week (and I've been telling agents that if anyone asks why their call time sucks, to tell management its because of no help desk) then hopefully they'll have no choice but to reinstate our position. And then we can demand a raise.
Also, our management really fucked up huge again. We have to have a work order integrity report done every day, and one of the members on help desk would do it. She knew what she was doing, and could usually have it done in an hour, maybe a little more. This had to be emailed to New York management.
Well, when they told us we were going to be dissolved, she put in her two week notice, and actually found a job in a museum doing archeology. After she turned in her notice, they removed her from help desk immediately, and were going to make her take agent calls all the time, so she just quit that day.
No one knows how to do the work order integrity report. It was well over 5 hours late yesterday, and New York was screaming at our corporate, who was screaming at our upper management, to get the shit done. I actually chuckled about it right in front of them, I was so giddy at the unbelievably stupid turn of events.
Although my job really sucks now, there is nothing like seeing everything at work go to shit because you aren't there to make things work. Crash and Burn, baby!!
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Is life so dear, or peace so sweet, as to be purchased at the price of chains and slavery? Forbid it, Almighty God!
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