(no subject)
Ugh. Okay, warning: venting ahead.
I am wound tight with anger and tension and stress, so much so that it's not even funny.
It is now going on four months that myself and the other folks in the Resolution Support Desk have been back on the phones. When we were put on the phones we were told that it was going to be temporary, probably two weeks tops. That stretched into October, when we were told 'any day now', before we hit November and our TMs set the expectation that it was probably going to be all month. At that point most of us went 'yeah right, probably Christmas.'
Now it is early January. We are in a new quarter, typically pretty slow when we come off the Christmas rush. The last update? 'Resources have been allocated to analyse when and how RSD can come back'.
What utter BS, in my opinion. Twenty-four hours notice to put us on the phones, but it takes resources and ~analysis~ to decide when and how we go back? The only good thing is that they're not saying IF, though tbh, even that I'm suspicious of. I honestly would not be surprised if they said 'gee, guys, sorry, but we think you should stay on the phones' and shut RSD down.
I get it, allocating about 60~ people just to helping reps takes up a lot of resources. But imo? It was WORTH it. We handled roughly 40 questions a day. That's 2400 questions over the whole department. Do they really think that TMS and other support can handle that much or are handling that much? No. They're not. Instead reps are doing what they do when the support isn't good, and that's making shit up as they go along.
On top of that bullshit, there's an issue with our commission. I noticed on the November paycheque that no commission was on there, and when I asked around it seemed like nobody else had received theirs, either. So I've been pushing for it to be looked into ever since then.
So the latest update is that they can track down our voice activations, but since they 'didn't know' we were back on the phones, it makes it difficult for them to track our other sales. IE; 'Tough luck, we can't pay you for those.'
I am so pissed off about this. First of all, this is the company that can track when I add too many credits, when I adjust too much, when I cancel products and how much I spend in general. But it's ~too difficult~ to find my sales and pay me my fucking commission? Not to mention the other 34 people on my team.
So I talked to one of the TMs about it, and he's looking into it. We'll see what I hear by Friday, but this is one time I'm going to push for something to be done. It's just not right, and I think it's bullshit. First of all, our codes shouldn't have been turned off in the second place, second, nobody told us about it so that we could at least track our sales ourselves, third, NONE of this is our goddamn fault. I'm not exactly inclined to let the company just keep all that money because someone above me or in a different department screwed up. At the very least I think we should get call centre average or *something*. That would be the right goddamn thing to do, since they've been jerking us around for four months.
Ugh. So that's the state of me at work right now.
Sigh. I feel better for writing about it, at least. Crossing my fingers for some news of change soon, before I lose my mind.
There are
comments at Dreamwidth. http://kerri.dreamwidth.org/714875.html#comments
I am wound tight with anger and tension and stress, so much so that it's not even funny.
It is now going on four months that myself and the other folks in the Resolution Support Desk have been back on the phones. When we were put on the phones we were told that it was going to be temporary, probably two weeks tops. That stretched into October, when we were told 'any day now', before we hit November and our TMs set the expectation that it was probably going to be all month. At that point most of us went 'yeah right, probably Christmas.'
Now it is early January. We are in a new quarter, typically pretty slow when we come off the Christmas rush. The last update? 'Resources have been allocated to analyse when and how RSD can come back'.
What utter BS, in my opinion. Twenty-four hours notice to put us on the phones, but it takes resources and ~analysis~ to decide when and how we go back? The only good thing is that they're not saying IF, though tbh, even that I'm suspicious of. I honestly would not be surprised if they said 'gee, guys, sorry, but we think you should stay on the phones' and shut RSD down.
I get it, allocating about 60~ people just to helping reps takes up a lot of resources. But imo? It was WORTH it. We handled roughly 40 questions a day. That's 2400 questions over the whole department. Do they really think that TMS and other support can handle that much or are handling that much? No. They're not. Instead reps are doing what they do when the support isn't good, and that's making shit up as they go along.
On top of that bullshit, there's an issue with our commission. I noticed on the November paycheque that no commission was on there, and when I asked around it seemed like nobody else had received theirs, either. So I've been pushing for it to be looked into ever since then.
So the latest update is that they can track down our voice activations, but since they 'didn't know' we were back on the phones, it makes it difficult for them to track our other sales. IE; 'Tough luck, we can't pay you for those.'
I am so pissed off about this. First of all, this is the company that can track when I add too many credits, when I adjust too much, when I cancel products and how much I spend in general. But it's ~too difficult~ to find my sales and pay me my fucking commission? Not to mention the other 34 people on my team.
So I talked to one of the TMs about it, and he's looking into it. We'll see what I hear by Friday, but this is one time I'm going to push for something to be done. It's just not right, and I think it's bullshit. First of all, our codes shouldn't have been turned off in the second place, second, nobody told us about it so that we could at least track our sales ourselves, third, NONE of this is our goddamn fault. I'm not exactly inclined to let the company just keep all that money because someone above me or in a different department screwed up. At the very least I think we should get call centre average or *something*. That would be the right goddamn thing to do, since they've been jerking us around for four months.
Ugh. So that's the state of me at work right now.
Sigh. I feel better for writing about it, at least. Crossing my fingers for some news of change soon, before I lose my mind.
There are
comments at Dreamwidth. http://kerri.dreamwidth.org/714875.html#comments