Another stressor for call center staff: many places track the time a rep takes to handle each customer call. And if average time per call exceeds some arbitrary limit - for example, if the rep spends extra minutes making sure a caller’s problem is solved and they are happy - the rep gets written up for ignoring the desired call handling time.
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The post said they got 237 seconds. And they got zero backup from management. The job is hard enough, add management not having your back…
How can you predict how long a customer call will take? That’s ridiculous. Maybe at 4 minutes escalate to a level 2 agent or something but dinging someone arbitrarily as you say? It has to be subjective at some point.
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Not only did my ex-employer’s call center set a per call time target: they also posted weekly rankings showing who handled the most and least calls in the shortest or longest amount of time. The idea was to shame the “slowpokes” into upping their call handling stats. It was terribly unfair and demonstrated that management was more interested in call “efficiency” than in solving customer problems and increasing customer satisfaction. Quantity over quality.
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I would be fired immediately.
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I almost always use the chat feature as well.
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Hey, I received a survey from QVC today! I did not give them many positive marks, and when possible, told them many of the things we complain about here. The only host I mentioned by name was Shawn — twice — citing her rudeness to her guests, walking off the set, her glasses, bragging about not showering.
AND NOW WHY IS SHE ON MY TV AT 5 pm CENTRAL TIME???
Click!
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I got the survey, as well. One question I thought was very odd.
“ When it comes to meeting your expectations, sometimes a retailer may miss the mark. How likely are you to forgive QVC for a lapse in performance? ”
I responded highly unlikely.
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“A” lapse?! It’s a never-ending series of lapses! Every day Killinger and Treacy are still employed is a lapse in and of itself.
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Q so lazy with lame, thoughtless products. As others have said….enough with the cropped wide leg pants and horizontal stripes. Not flattering for most. Remember Laurie Felt? Kind of snobby but jeans were stylish., or at least offered some fashion inspiration. Flipped on and there was annoying Susan G, honestly I have to give it to Pat for her patience and politeness with her. I don’t even have the patience to stay on the channel when she’s on.
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I passed by QVC the other night and it was the much older Jane and a MUCH older man selling ‘‘Denim’’. I laughed myself silly. Do they have a new policy of only hiring hosts over 50? lol.
So true and the prices they’re charging are insane! Never used to be that way. Notice how they have to have big sales days to unload the overpriced stuff that isn’t selling? People are on to them.
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I was chatting with someone who works in a business somewhat adjacent to QVC. Apparently they have an incredibly poor reputation behind the scenes, to the point where companies would rather not work with them to avoid the current mess and eventual downfall. Supposedly, the situation is much worse than even we think and they’ve burned a lot of bridges they’re now scrambling to rebuild.
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interesting
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So they even screw over their suppliers. Really, really stupid business sense!
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some of you may remember a vendor selling Skinny Jeans
she was on a few times then disappeared
next thing you know Q is selling a copy of her product
I think she sued them
Serves them right if that’s indeed what happened.
Had to look it up … Bethany Frankel, for some reason, came to mind. Indeed it was … “Bethany Frankel’s SkinnyGirl Jeans.”
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If that’s the case, I would almost guess that Bethany Frankel would be the problem. I am sure she felt very superior and would not agree to their terms. I always thought that if I ever had a product to sell on Shark Tank, and she wanted to be the sponsor, I would turn her down. She is so rude and condescending that it would be difficult to work with her. I don’t know about stealing her product, but DG2 has been selling skinny jeans for ages. I think she has the Skinny Girl trademark, but not skinny jeans. I also wouldn’t be surprised if she did sue them.
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this was way before Bethany Frankel
this was way before Bethany