after doing a moment’s worth of floor walk yesterday, i caught a glimpse of how newbies were managing their calls and thus their AHTs.
i also caught a glimpse of my personna which wishes to share all knowledge and skill known to me to improve their performance.
quite similar to the training session we used to have, and i used to conduct in my previous job.
i guess i’ll make a good team lead. but then again that will take time before that actually happens.
for now, i am content to know that i have managed to learn how to manage my AHT. that the reason for a long call is no longer due to the way i give out instructions or issue resolutions but so much more due to uncontrollable factors like the cust’s technical knowledge or the computer’s actual capacity to perform tasks.
and i guess this is the reason why i’ve plateaued in this work. why, i am suffering from brain damage. hehe. that’s too much.
oh well. gotta manage my breaks as well. so i’m off for now!
Nice blog by the way.
Also work in the BPO industry. I gave up on hoping for a promotion, I am too stubborn, most of those who do get promoted are those who are good at socially interacting with people. Something that I do not have. I give up. Don’t wanna end up bitter.
Thank you! I really, really appreciate your dropping by and taking time to comment. This means a lot (if you can read the entry entitled: angst and pangs of the writer, you’ll see where I’m coming from).
I want to be promoted because I am already bored being just a mere agent, and that is after 4 months from officially starting on the floor. But then again a co-agent said that the life of the agent is by far the easiest and most “stress-free” job in this industry. Apparently moving up the ladder is also synonymous to adding more stress to one’s job.