Tuesday, October 19, 2004
I swear if I hear one more life story , when I ask for someone's zip code or the hours of operation for their company I'm going to pop my top. Our biggest thing that we need to strive for is a really low average handle time. That's the time it takes for us to help our callers and get them off the phone. For the project I work on our handle time must be lower than 148 seconds. Just under 2 and a half minutes. My handle time has been above 200 seconds, but I've been working on getting it down, and I've been doing it fairly well. Then I have days like today where it took me 10 minutes to get a man to tell me what he wants me to do. In the mean time I found out that his ex wife is crazy and on medication, he doesn't trust her and that he's memorized the address of three of fedex's locations in his town. Or it took me another 10 minutes (and these are not exaggerations because we time these calls our selves on our digital phones) to get a contact name and phone number out of a woman for called me rude and other various unpleasant names because I had to interrupt her from giving me a whole ton of information that I couldn't use! By the end of that call I was so frustrated that I was in tears. One of the team leaders who knew the situation, told me to get off the phone for a few minutes and relax.
I've decided what I can do to get out of this thing, and John's said it's okay. I'm going back to school to get my Clinical Pharmacy Technician. I have to wait a few days to find out when I'll start. For example if I get pregnant this month (because I'm "super ovulator on fertility drugs" it could happen) then I'll stay at work until I go on mat leave then I'll go to school part time and keep my medical and dental through Convergys. However if it doesn't happen then have a few other options also available. Like work part time and school part time. Or school full time and student loan it again. But considering we've seen it where tech's start a 20.00 an hour and go up from there...when I'm graduated we might even move back down to the coast, or to Edmonton, either direction I'll have a job waiting for me, I've already been told that.
posted by Turnoc's Lady @ 3:52 AM,
