Day 10758 (1 Step forward, Landmine explosion back...)

You know I will never understand corporate mentality. And something tells me that's a good thing.

I am THE Customer Satisfaction Analyst in our center. Anything relating to the Customer Satisfaction ratings is generally supposed to be my area or at least fall within my sphere of influence. For those who care here's a quick and dirty description of what I deal with to make the rest of my rank make more sense


A pool of random customers is surveyed based on calls made to random Tech support centers. Customers give scores on the survey based on how they feel their experience with tech support was. Did I mention this was a random survey? Now the individual surveys are attributed to the tech support center that just happened to submit the call ticket randomly pulled for the survey. Did I mention it was random? Scores are determined for each center based on the number of surveys they were assigned that is in the top 2 of 5 ratings. Did I mention the whole process is based on randomness? What this means is that there is absolutely no way for an individual agent to control whether the call he or she handles will be surveyed for CCI. Random.


Anyway, the chances of any one person on the phones interacting with a customer who will be surveyed are pretty ridiculous. Out of 400 people in this center, and the thousands of agents in the other 7 centers spread across North America, well you get the idea.

Why does the management staff at our center only, decide that to improve our satisfaction rating they will start holding the phone reps responsible on their monthly reviews (which determines their yearly pay raise among other things)? And more to the point why is it that I, the only CCI Analyst in our center, find out about this because I just so happened to want to look at the agents review sheet for the month. Keep in mind I have been drilling the fact that the bulk of the survey questions are geared towards Field technician and other categories none of the front line centers have very much control over into the management team for months.

Every time they seem to begin understanding that the agents are, for the most part, doing everything they have the ability and authority to do, shit like this gets pulled.

Then again these are the same people that refuse to understand that if your courtesy ratings stay constantly high for 2+ years while your overall rating (the one we are graded on) and the ratings for the technical categories both sit in the toilet that the courtesy section is not where we need to focus.

Our management staff just can't grasp the simple concept that people call tech support to have their technical issues fixed. No matter how many times they are told.