It was just going to be another day of grinding at the call center. Or so I thought. If only I knew that this day was going to be special then I would’ve risen to the occasion and probably would’ve worn snazzier threads. Then again, it wouldn’t be a special day if there wouldn’t be a surprise. An unpleasant surprise. Still, a surprise is a surprise, and it’s a rather liberating one and a cause for a bittersweet celebration.
I just sat there at my station, doing whatever I have to do, when Boss Joy told me that she’ll talk to me. I was just thinking that it’s gonna be that regular “I’m not doing good enough” talk. Apparently, I was wrong, because it’s our final talk which consisted of that “you have been weighed, you have been measured, and you have been found wanting” kind of talk sprinkled by pseudo-inspirational crap, and after that she told me to log out and that I no longer have to report to work tomorrow. Which only meant one thing - I’M FREE! It’s not how or when I wanted it or it’s supposed to be, but nonetheless I’m free. After my autograph signing (“
indecent incident report” and end-of-contract agreement and all other pretentious formalities crap), it was over. Now all I need is to surrender my ID and policy guidebook, then I’m set for my final pay. Well, it’s good that I get to have my life back and have no life again and all, but still I couldn’t help but resent what they’ve done to me.
The reason why I “graduated” was because I didn’t hit my metrics. Let me break it down for you civilians how my agent performance was measured:
-Net Representative Satisfaction (How much of a doorstep you are to your customers):
- Goal: 70%
- My score: 36.75%
-24-Hour Resolution (How good you are in stopping a customer from calling again within the day):
- Goal: 87.8%
- My score: 81.69% (because there’s a big difference between 1.22/10 people no longer calling back and 1.831/10 people calling back)
-7-Day Repeat (How good you are in stopping a customer from calling again within the week):
- Goal: 22.5%
- My score: 32.28% (because you’re a bad customer service representative when 3/10 people call back within a week)
-Average Handle Time (How much time I waste in crap I couldn’t stand):
- Goal: 471 seconds
- My score: 544 seconds (because about ten minutes to help someone out is way too long)
At the end of the day and the contract, we’re just hired pieces of machinery that they fuel with a little bit of dough so that we’d do our bottom-rung work of solving the problems of their
customers money cows that they mislead with false advertising, while the customers money cows prey on us by asking ridiculously opportunistic requests, so we’re left with no choice but to give way, all in the hopes of getting a good survey. And it’s not enough that we do our job right - we have to do it according to how they want it, which happens to be impossible.
Because desperate times call for desperate measures, many agents resorted to the manipulation of the metrics through the different tricks they pick up to make them seem that they’re hitting the target. It’s pretty dirty, but if you don’t do this you won’t last long. After all, the company prefers being fooled rather than seeing a clean and honest work, because it’s the tricks that rake in the money for the agents, and if the agents rake in money then so do the supervisors, and if the supervisors do so then the account managers do so as well. It’s a cycle of filth and greed, and I refused to be a part of it, that is why I lost my job. Totally worth it.
The six months “newbie immunity” is there to make us work, while the impossible metrics are there to filter and discard us after six months worth of honest work or an indefinite period of stealthy dirty work. Essentially, it’s the perfect setup to prevent anyone from lasting too long. And because they keep hiring week after week, they never really dry out of workforce. Hire, train, work, terminate - it’s a never-ending cycle, until the client pulls out. As I’ve said a thousand times already, we’re just parts expected to comply to their ridiculous standards, and failure to do so means being thrown away and replaced by someone else which they’ll now treat as something.
I was asked to report another week after the payout (which meant futilely spending money on a job that you won’t get to keep in the end) and not get the July 21-Aug 5 payout because I’ll be missing five days, made me do calls during queuing (when calls come one after another), was asked to submit a medical certificate because I was absent on Monday, terminated me when it was written on my contract that my performance appraisal is six months after hiring, which should be August 13 - all of this done in the midst of my teammates, all of this I was kept in the dark about.
It wasn’t fair really, and I felt truly hurt and betrayed by how they let dirty players get away with it just because they’re performing, how I wasn’t forewarned of all this so that I could do an immediate resignation while my trickster of a teammate who dropped calls and cheated his way up was given a 30-day leeway so that he could work for Convergys, how they didn’t let me emotionally prepare to bid farewell to what my life had been and the friends I’ve made for five months, and how I was made to do what seemed like a walk of shame and weakness to HR department. All this from a company that I spent my time and effort for five months. I guess they probably thought they could treat me like crap just because they paid me for my services. Well, if that’s the kind of company they are, then I guess that’s a reason why they’re not the top outsourcing company in our country.
As for me, now that a door has been closed, many others have been opened. Yeah, I’ll be drifting back to the hikikomori lifestyle for awhile, but hey, it’s much better now because I have the last of my money, plus the final pay. I’ll probably enjoy the unemployed life once again, and get back once I start to get bored…again.
You probably thought you can just throw me away like that after all that I’ve done. Well, maybe you can, but that’s alright because I was already leaving anyway, you just expedited the process. Yes, you may treat us like we’re expendable, but look at how the careers of those you’ve thrown away have progressed. Yeah, maybe I didn’t fare so well under your roof, but that’s alright because you really can’t make a star out of a genius if you put him in a monkey circus. And I do admit that the pay was good, well, that, aside from the friends I’ve made and the times I’ve spent with them, are the only good things that came from you. And honestly, if I could make the money come out of my other end, I would, so that I could smear it on your walls and windows so that everyone will see what you truly are and how you treat your employees - like crap. And just like crap that you leave on the toilet, I won’t back.