Not me. I've been held back.
Last week I got the "PAW" award at work. Pride, Ambition, Winner! It was the best award you can get - the last of four that had been given out during training.
I've been held back.
Today we graduated from training. I got my diploma and was the only one in my class to get another award, a Customer Service Award and a "D-Dollar" (once you get a certain amount you can take an extra day off or use it for a "jeans" day etc)
I've been held back.
So all this sounds wonderful right? Right! I agree.
But there is such a thing called "QA". Your calls get periodically recorded and they grade you based on what "QA" calls a "few" criteria. Actually what it's based on is bullshit. One little mistake and you get an F - a big fat bold letter F.
I got an F on four of my six calls for the following reasons:
1. I forgot to verify a name on a credit card.
2. I told a customer to swap receivers yet didn't tell the customer to run a test before calling us back (although I didn't even know nor did the "web" tell me to tell them this).
3. A client's account was locked for a fraud type deal and although at the end of the call they were going to have to wait until morning to call the fraud number, I was still supposed to troubleshoot, even though I couldn't access any of the appropriate screens or actually do anything for this customer. After my "coach" told me what to do and I did what they said, I still rec. an F.
4. We have a list of about 8 disclosures we have to tell the customer and I didn't read the last disclosure. I did the first 7 and got interrupted and never went back to #8 - telling them that someone 18 yrs or older had to be home for work to be performed, even though I specifically knew that the man would be home.
Regardless of how happy the customer was at the end of the conversation, an F is required, because of the above. I could have gotten a compliment and I still would have gotten an F.
So now I have to stay another week in "transition POD" (along with 5 out of 12 others) - which....
ACTUALLY IS A BLESSING IN DISGUISE
I get the holiday weekend AND the 4th off (paid), I only have to Monday.
and - I get to stay with the rest of my friends.
HA - Is all I have to say!
Posted by chrisseas-corner
at 1:38 AM EDT
Updated: Saturday, 1 July 2006 1:46 AM EDT