Re: Today I have...
Today I have had solid confirmation that the people who make decisions here really don't anything about anything.
A couple months ago, they instated mandatory overtime and took away the requirement of offering products on 52% (minimum) of calls to handle the overwhelming call volume. They took the offers away first, before we had to start mandatory OT, by about 5 ish days. As soon as that started, the call volumes dropped to incredibly manageable levels. Make a note of this.
So since then, they dropped the mandatory OT requirement from 4 hours to 2-3 hours (depending on your department). Call volume was still manageable. About 2 weeks ago, they put the offer % numbers back on our scorecards, but they still weren't going to be "counted" since we didn't have to offer still. When they posted this up again, people started offering because they don't want their numbers to look bad, even when it's not required. Call volumes spiked and have been stupid busy ever since.
So now, starting next week, they are bringing back the offer scoring and expectations (minimum 52%). Almost halfway through the month. After some of us (people who understand the scores weren't being counted before) weren't offering to try and curb the increased call volume. They average the offer % numbers together each month. So a FULL WEEK of offers not being offered (causing low stats), and now it'll be averaged with the rest of the month, and we're expected to meet goal still. THAT MAKES SENSE.
Let's see. Ditched offers? CALL VOLUME FIXED. OT didn't fix it, it wasn't even active when the volumes got fixed. But now it's a GREAT idea to bring mandatory offers back when the call volumes are STUPID BUSY AGAIN. And we still have mandatory OT.
SENSE WAS MADE.
