Devoted to the call center industry, the agents on the phones, and their managers

I remember when I was an agent, when most of my colleagues were all worried to lose their jobs, if our metrics were not met.  There were limited incentives (sometimes none) back then and we were just paid for doing the job.

We now have a new breed of agents.  Are they better? I am sad to say but there are only a handful of great agents, who would do their job because they just plainly had the passion.

Most are now dependent on incentives to get their metrics to an expected level.  It’s just all about the money.  Everyone is in a hurry to get to the next level, sometimes too arrogant and will sell themselves too much and once hired, they give up because they never expected the long hours and how huge the responsibility was.  They would complain about the littlest of things and sometimes go to court, just to get what they want.

Ok, it’s not the “age” reason, though I would think it could be true.  I’ve met a lot of young people who are now successful because of their maturity level, so let’s not go there.  Due to the pace of the ramps and demand, training is now compromised, and I’m not talking about product specifics here.  Skills are not enhanced, career plans are not established, and even if there was a plan at all, everyone was just too busy.

It’s frustrating.  I miss the days when agents cared about their careers and how they moved up in this industry – the right way.