Facts are that at&t has front-line management running scared. The Ocean Springs Call Center is down to 25% of it's full operational manning. at&t is pushing QA to levels of stupidity forcing minutes of feel-good dialog on customers and restricting assistance to the point that calls which could be finished in a few minutes are now taking 15 to 20. Management know that the demands placed upon the call center representatives are not reasonable but the front-line management is in personal-damage control mode after 15 floor managers were laid-off and now they are playing the *yes game* in fear of their jobs.
Now the latest nail in the coffin "Availability". Forget everything we were told about just helping the customer and get your QA bullets in there. Forget the fact that only the South East Region has to assist the customer whether they are on the phone or not. Forget that they are demanding that the South East meet the same criteria for availability as all other call centers despite the point that we must call the customer on another line if they are transferred to us on the phone they are calling in about and that calling out counts against availability! Yes! Forget that when we do call the customer on another line that at&t is counting that time AGAINST availability.
The paradox... at&t demands 85% plus availability on the phones while refusing to acknowledge that policy in place in the Southeast prevents the majority of honest call center representatives from meeting that goal.
I have been wondering when they would close the call center due to the high attrition rate and lack of replacing people as they leave. When I came to this site I figured it out. In Sixty eight days the contract expires.
It is obvious that at&t is diminishing it's employee liability for a layoff by creating a hostile work atmosphere in the guise of "One Call Resolution". It is no longer a question of if they will close but instead when!
