I hate the modern "Squeeze every microlitre of blood out of the stone" mentality that these call centres have nowadays.
This is the reason I will be avoiding call centres when I look for work after the trip (Emphasis mine, of course, my comments in brackets):
Quote:
Originally Posted by The article
Ms. Vargas seems unfazed by her job, even though it involves being subjected to constant electronic scrutiny. Software tracks her productivity and speed, and every so often a red box pops up on her screen to test whether she is paying attention. She is expected to click on it within 1.75 seconds. In the break room, a computer screen [ie: Big Brother] lets employees know just how many minutes have elapsed since they left their workstations [just the relaxing atmosphere you need on a break - watching a clock tick down the time - and seeing how late back your fellow workers are] .
Efficiency is certainly the mantra at the Bronco call center, which has grown from 15 workers six months ago to 125 today. Its workers are experts in the McDonald's menu [and they will be suitably chastised if they hesitate of forget anything]; they are trained to be polite, to urge customers to add items to their order [againg being chastised if they neglect to upsell] and, above all, to be fast. Each worker takes up to 95 orders an hour during peak times.
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The remote order-takers at Bronco earn the minimum wage ($6.75 an hour in California), do not get health benefits and do not wear uniforms [ie: wear & tear on their own clothes, having to buy more clothes for themselves].
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The call-center system allows employees to be monitored and tracked much more closely than would be possible if they were in restaurants. Mr. King's computer screen gives him constant updates as to which workers are not meeting standards. "You've got to measure everything," he said. "When fractions of seconds count, the environment needs to be controlled."
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Ms. Aleman said that, over all, the system had improved accuracy and helped her cut costs. She said that now she did not need an employee dedicated to taking orders or, during the lunch rush, an assistant for the order-taker to handle cash when things backed up. "We've cut [Jobs] labor," she said.
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Bastards. And of course, without health benefits, you're screwed when the KPI pressure of the call centrre leaves you needing stress leave or so ill you can't work.
My 2c