“LJ!!!!!”

My boss shouted. He sounded like a dad about the apprehend his son when he’s up to no good. He rarely shouts that way. My agents heard it. I already knew why.

“I know. I’m at 40%.”

Our Quality Collections team just sent the team scores for this month to date.

“What’s going on?”

“I’ll give you an answer soon.”

Never had to before, I never had just 40%.

I’d like to quote Tom Vander Well of QAQnA:

There are QA teams who require CSRs to tag the call, thank the caller by name and offer to help with other needs - EVEN IF THE CUSTOMER HAS ALREADY HUNG UP! Say all the required elements to a dead line or you don’t get the points on your QA form (yeah, talking to a dead line - THAT really helps the ol’ ACT metric!).

IT’S NOT HELPING!!! This is this reason why call center professionals are called robots who just reads a script. If QA will use a common sense approach in doing things then it will be easier to have a conversation with the customers.

Now I have to come in early tonight to listen to all of them and see what the hell is wrong.