Suddenly, I was lucky making sales… this after I decided I won’t have sales my focus stats… convinced that I don’t have to… this after I computed my score card for October and finding out that I pass despite failing sales flat… As in, we have 1-2-3 point system, 1 as the lowest, 2 as passing, and 3 as the highest score… Both sales metrics—there are two—with 20% each were scored 1… but being my attendance at 2.5, I had one late—damn alarm clock, a.k.a. my cellphone… I scored 2 with my handle time, and 3 with my customer experience… when I computed it using a ready formula on excel we have, I scored 2.1 which may not be great but nonetheless passing… and that I should be happy considering two of my metric got 1 for a score… right?
So even before I tried to confirm this with my TL, that I don’t have to pass both sale metric, I was resolute not to focus on them… rather I will focus on my other remaining metrics, and scoring 3… in addition, I argued, that if I continue focusing on the sales metric, pushing for sales, it may affect my handle time and my customer experience score negatively… I should just maintain them or better them rather than gamble them to pass my area of improvements—the two sale metrics… It makes perfect sense, right?
So, I went back to work complacent about sales… I don’t have to… not that I don’t plan to make any attempts… I still plan to as… I get a certain high whenever I make a sale… there is something about it that makes me feel so empowered, feeling so good about myself… as if I am one damn good agent! So, I will still attempt to make sales, offering things to customer, even if for QA purposes only… if the customer says no, re-battle is out of the question… That is the mindset… that is my strategy to pass…
Of course, it was squashed by my TL… mainly because, she explains, customer experience or CE score is unpredictable… this is customer satisfaction survey, and it is, as almost every call center worker knows, is a luck game, thus very tricky… specially that most of the customers thinks that the survey is about the company not the agent… I can’t expect to maintain a 3 score… and if I don’t, I barely passed October with 2.1, so one false move, it would fail… then later that day, she said she computed it, it won’t work if it is calculated per quarter…
But despite this, I was resolute… thinking, it is impossible to pass the sale metric, at least for me, someone who got fired from his first call center job because of sales… I am just to offer, if the customer says no, that’s it… so I offered, the customer said yes… making my first sale after 4 weeks… then the next day, I offered again, and one of the customer said yes again… I went on a 1 day off… then got back, offered, and the customer agreed to order…
Yes, like wow…!
Now, I am worried about my CE, with me expecting to maintain 3… I think it cuts both ways, the least I expect the higher the chances it would come, the more I expect, the least chance it won’t… Like today, it got in to me, I would make a sale for 4 consecutive work days… of course, I didn’t…
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