They've just introduced a new 'coaching' system at work. Where we are given statistics on our previous weeks performance and then work out a couple of 'goals' to work on to improve our call handle times. I'm lucky enough to be apart of a pilot group, that'll be extended if it's a success. (Early signs are pretty positive) The aim of this is to obviously find ways to help us improve our call handling times. Stated benefits of this system include:
- Over the weeks being able to see improvements in our performance & therefore being better at our job.
- Better motivation to work as we can see that our improvements are helping.
- Better working conditions as improvements slowly mean that things will get less hectic & so everyone is less stressed and happier.
Non-stated benefits of this new system include:
- Better employee productivity/ more efficient labour.
- Lower wage expenses/ better use of wage expenses.
- Revenue growth due to better overall performance.
Apart from the aesthetic positives listed above, there are no benefits for the individual. I don't get paid any more for doing my job more efficiently. Yet the system works, after only just over 1 week on the new system, I've already shown strong improvements in some areas. Therefore, I'm doing quite a good job at helping an American multi-national corporation boost it's profits.
Yep. I'm a good little cog in the machine of capitalism. Doing my bit to maintain the socio-economic status quo. That is, the divide between rich and poor, and those in between like myself.
