Question about being told I was 'too efficient' at my call center job

My supervisor sat me down after 6 months of great numbers and said I was making other agents look bad by finishing calls too fast, so now I have to stretch every interaction to 8 minutes minimum. Has anyone else been told to slow down at work even when you're just doing your job well?

2 comments

2 Comments

drew96518d ago

Read an article about this actually. It said some managers enforce "minimum handle times" because it makes their metrics look better to higher-ups even if it hurts customer experience. Basically they'd rather have slower fake productivity than let you stand out and mess with their averages. Have you checked if this is a written policy or just your boss making stuff up?

mary77618d ago

Honestly, I used to think minimum handle times were just good practice for keeping things running smooth. But reading that part about managers doing it to boost their own metrics really changed my mind, @drew965. My old job had a boss who would get on us for being too fast, now it clicks that it was probably about their numbers looking bad, not our work being wrong. It's crazy how much of this stuff is just made up on the spot to cover for something else.