Another Day...

What's happening!?

Everyday it seems that it's getting tougher. What the hell happened to our queue?! It should be avail because it'll be the 4th of July. Damn, it has been queuing since 8pm until 12am. We were surprised because we were told as well that we have a low call volume. What the heck happened with that low call volume. Is it all of sudden customers realize that it'll be a holiday and they need to call us because we'll be close by then? I hope not! As what I always say to our customer, "You can always give us a call anytime that you need assistance. We are open 24/7 ready to assist you." Note to those customer's that does not listen, 24/7 means that we give service 24 hours a day, 7 days a week.

Due to this unexpected incident, I went on VGH earlier than what I should have. My VGH was 12:57am. This is not good for my pay. I really need to do better next time. I should have taken my break then went on VGH. That should have let me earn more money. But never mind, I've already done it. Lesson learned and I'll just do that next time.

In addition to the crazy queue is our new template. It's adding up to my ACW which means longer AHT. They said this is to quantify the compliance of the agents to process flow. But, compliance to the process is not part of our metrics. What's part of it is AHT. Sacrifices should be made for this. It'll either be, longer AHT but better compliance or shorter AHT but not compliant to the process.

Later, it'll be the Fourth of July. Fifty six agents were given split off due to expected low call volume. Again, I hope that they've not judged wrongly on this. We expect that it'll not be queuing but then again to experience is to know. I'll just inform you guys what happened. 'Till next post.