OT: Newbie in need of some info.
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Posts: 46,084
I knew there was a reason why I don't like telemarketing phone spam.
Actually what bothers me the most is when it's obvious they are reading
from a script. "...Would Monday or Tuesday work better for you?..."
"...Which is best for you, 5:00pm or 7:00pm ?...". This type of setup
is geared for a "no-way-out" situation that traps the gullible or naive
customer...
...or employee. Much like the "trap" which this thread implies.
>Umm... I hate to tell you this, but this kind of measurement is still used
>in the customer service / telemarketing realm. They know down to the second
>how long each call is, how long the caller was placed on hold, how long it
>took you to pee, and how long you spent waiting for a call. Reviews (and
>firings) are based on this.
>
>
Original Message
>
> > >Better yet -- install a key switch on each machine, and attach the key to
> > >the employee's belt with a yoyo. Log the key activity with a PC. If they
>are
> > >at the machine, the key is in, if they need to leave, the key is out. If
> > >they get caught not being attached to the key, fire them.
> >
> > As management styles go this went out in the 50s. It is adversarial from
> > the outset. It restricts movement. It establishes a false standard. If
> > key-in time is established as the measure of performance, why shouldn't an
> > employee stand in front of his machine all day, doing nothing, as long as
> > the key is in? Tell the employees their standard of performance is to log
> > at least 7.2 hours of key-in time per 8-hr shift and then fire one for
> > producing little or nothing when he's logging that time, and the courts
> > will laugh at you while they reinstate the employee with back pay.
Beau Schwabe IC Mask Designer
National Semiconductor Wired Communications Division
500 Pinnacle Court, Suite 525 Mail Stop GA1 Norcross, GA 30071
Actually what bothers me the most is when it's obvious they are reading
from a script. "...Would Monday or Tuesday work better for you?..."
"...Which is best for you, 5:00pm or 7:00pm ?...". This type of setup
is geared for a "no-way-out" situation that traps the gullible or naive
customer...
...or employee. Much like the "trap" which this thread implies.
>Umm... I hate to tell you this, but this kind of measurement is still used
>in the customer service / telemarketing realm. They know down to the second
>how long each call is, how long the caller was placed on hold, how long it
>took you to pee, and how long you spent waiting for a call. Reviews (and
>firings) are based on this.
>
>
Original Message
>
> > >Better yet -- install a key switch on each machine, and attach the key to
> > >the employee's belt with a yoyo. Log the key activity with a PC. If they
>are
> > >at the machine, the key is in, if they need to leave, the key is out. If
> > >they get caught not being attached to the key, fire them.
> >
> > As management styles go this went out in the 50s. It is adversarial from
> > the outset. It restricts movement. It establishes a false standard. If
> > key-in time is established as the measure of performance, why shouldn't an
> > employee stand in front of his machine all day, doing nothing, as long as
> > the key is in? Tell the employees their standard of performance is to log
> > at least 7.2 hours of key-in time per 8-hr shift and then fire one for
> > producing little or nothing when he's logging that time, and the courts
> > will laugh at you while they reinstate the employee with back pay.
Beau Schwabe IC Mask Designer
National Semiconductor Wired Communications Division
500 Pinnacle Court, Suite 525 Mail Stop GA1 Norcross, GA 30071
Comments
them think they are being watched, regardless if anyone is actually watching
the tv screen or not.
Original Message
From: "Beau Schwabe" <bschwabe@a...>
To: <basicstamps@yahoogroups.com>
Sent: Wednesday, June 27, 2001 8:46 AM
Subject: Re: [noparse][[/noparse]basicstamps] OT: Newbie in need of some info.
> I knew there was a reason why I don't like telemarketing phone spam.
>
> Actually what bothers me the most is when it's obvious they are reading
> from a script. "...Would Monday or Tuesday work better for you?..."
> "...Which is best for you, 5:00pm or 7:00pm ?...". This type of setup
> is geared for a "no-way-out" situation that traps the gullible or naive
> customer...
>
> ...or employee. Much like the "trap" which this thread implies.
>
> >Umm... I hate to tell you this, but this kind of measurement is still
used
> >in the customer service / telemarketing realm. They know down to the
second
> >how long each call is, how long the caller was placed on hold, how long
it
> >took you to pee, and how long you spent waiting for a call. Reviews (and
> >firings) are based on this.
> >
> >
Original Message
> >
> > > >Better yet -- install a key switch on each machine, and attach the
key to
> > > >the employee's belt with a yoyo. Log the key activity with a PC. If
they
> >are
> > > >at the machine, the key is in, if they need to leave, the key is out.
If
> > > >they get caught not being attached to the key, fire them.
> > >
> > > As management styles go this went out in the 50s. It is adversarial
from
> > > the outset. It restricts movement. It establishes a false standard.
If
> > > key-in time is established as the measure of performance, why
shouldn't an
> > > employee stand in front of his machine all day, doing nothing, as long
as
> > > the key is in? Tell the employees their standard of performance is to
log
> > > at least 7.2 hours of key-in time per 8-hr shift and then fire one for
> > > producing little or nothing when he's logging that time, and the
courts
> > > will laugh at you while they reinstate the employee with back pay.
>
>
> Beau Schwabe IC Mask Designer
> National Semiconductor Wired Communications Division
> 500 Pinnacle Court, Suite 525 Mail Stop GA1 Norcross, GA 30071
>
>
>
>
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