https://www.facebook.com/cxsecret/posts/870596806351894
#2914
真心覺得，顧客投訴，理所當然
所以公司用錢去解決，要求OT同事，但每小時最少6個calls，會有3倍OT!
要達到重量不重質，承接所有來電！
每日返工9.5鐘-1個鐘lunch x 6calls x 22工作日x 全埸300人=336600 calls/每月
要知我地尊貴會員超過700k，等就變成理所當然。
另外零晨時份，又將員工減少至10%= 33660calls/每月
講真人手唔夠係事實，因為好似通脹率，係永遠追唔到。
Translated: Not surprising customers are complaining
The company is throwing money at the problem - those agents working overtime and taking 6 calls or more every hour will get three times overtime pay
Quantity over quality strategy to answer all calls
We should be able to take 9.5 hours (less 1 hour lunch) x 6 calls/hour x 22 working days/month x 300 agents in the call centre = 336,600 calls per month
But we know there are more than 700,000 members out there, so some of them will have to wait
After midnight there's 10% less staffing so take away 33,660 calls/month
There's serious agent staffing shortage - it's like inflation, [our pay will] never catch up