by .Vellichor. » Sat Apr 20, 2024 10:57 am
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Really having a rough go of things, mostly at work.
I do customer service work (from home, but it's basically standard call center and office work). Naturally, this comes with a lot of red tape, goals, and metrics you have to meet. Among them, I'm scored on my calls and evaluated; I get an evaluation report which highlights some things they found notable - this can be a couple praises, but also criticisms. Normal stuff for this kind of work, and usually it's mostly okay.
The trouble is that the criticisms I do keep getting don't make any sense. We're encouraged to dispute things we think are inaccurate and I do this when I think it's needed, but I never get responses to my disputes. For a while I was getting docked points for "not offering assistance after the greeting" in calls. Except, I was. I always have. I have an identical script I use every time: "Thanks for calling [place]! My name is [name], how can I help you today?" Correct me if I'm wrong but that sounds like I am offering my assistance after my greeting. I've been getting this critique every evaluation for 2 years now and I have asked about it so many times with no guidance as to why what I'm saying doesn't count. So I began to think maybe my evaluator just had it out for me, for reasons I don't understand.
My evaluator appears to have gotten bored with trying to score me poorly for that but now I'm being docked points because I "didn't follow up with the managers via email about a request I submitted when I did not hear back from them after a few days."
Except I did follow up. I first sent the request Friday, and we are open weekends with managers on duty. I sent a reminder email on Monday because it still had not been done. And I even sent another today, because guess what? A week has passed, and it still wasn't done!
I confirmed that my follow-ups did go through, so I sent my evaluator a screenshot proving that I did in fact follow up and when. I have no idea if my scores will be adjusted accordingly but I am willing to bet I won't get a response about it either way.
I get stuff falls through the cracks but I just don't see how someone else's failure to communicate or finish their task should result in ME getting poor scores. Exactly how many times do I have to remind someone else to do their job before you realize it isn't me that's the problem? Why am I being negatively scored when I'm not the one failing to do my job?
Repeatedly instructing management on their duties was not in my job description when I started this job and it's certainly not reflected in my paycheck. I am so tired, y'all. So, so tired.