To start: I don't think that being late is something that should be overlooked, you're late that's your fault, however, they will write you up for being literally 1 second late logging into your phone from break. Literally a second. And you have to run across, basically a football field, to get from the lunch room to your desk sometimes.
My coach was probably the worst manager I have ever had. I am a coach at another call center and I still look back and think "how did he think that was effective" Honestly, I never had a call come in that I could not turn around and make more positive. Which is impressive considering 99% of the people I spoke to were pissed off. This was also my first call center so I think that combined with the fact that my windshield wiper blade sales were at 98% it was above goal but I don't remember what goal was 80%? I dunno but I made up my sales pitch because it was the only metric they said they cared about and their scripted pitch never worked. They liked my sales numbers so no complaints from ten on that. HERE IS THE PROBLEM. Every week I would get pulled and told that my call was listened to (never heard it) and that I had good tone BUT. If I don't fix ACW I am fired because I was .7% above the goal never explained to me. Also didn't even know what ACW was so I had to have him explain.
Now I worked USAA/lib mutual, which was back to back every day until the day I quit. The only time I used ACW was to update notes and call shops, per my training. But it wasn't a "hey why is this high how can I advise you so we can work together" literally "if this isn't fixed next week I will fire you" like that's cool.
And every coaching was like that. Arbitrary things too, for instance the script asked for a member number instead of a policy number. I never took a call where I asked for that member number an the insured DIDN'T get annoyed aND confused because they didn't know what that was. It was their policy number. So I started just calling it policy number. 2 or 3 weeks later, suddenly it's a problem because my manager takes me to actually hear a call for once and told me that if I didn't say member number I am fired.
Finally I decide, you know what, I can be told all my stats are great and that I will be fired in the same 10 minutes only so many times. So I find another job and put in my two weeks notice. Totalled my car that evening. I came into work early the next day and asked if I could rescind the two week notice, they wouldn't even consider it. Honestly, with the way my stats were and how effeciently u was working, and my attendance, there really isn't a reason I wouldn't be elligable for rehire and they needed agents as they were still hiring.
OK so I come back to work that day and start taking calls. I am still shaken from the accident and I threw up on the call floor twice from a panic attack. I let them know I wasn't making it through the calls because I just totalled a car the night before, and they told me that if I didn't stay I wouldn't be eligible for rehire.
Like there was really NOTHING you could do? They weren't an RTA or Wfm. They didn't even try.
