I really loved being a CSR for Verizon Wireless, in their online chat service, which was the project Conduit Global had us working on. I had 4 weeks of training, not really that good but paid so it was OK from that point of view. We had no hands-on training before we were tossed out on the floor and told to Go Fish for answers when questions came up from customers. Fortunately, I have a good grasp of billing and soon learned to help customers with their bills, with activating phones from my computer, with promos and other "deals" that customers saw advertised. Verizon tends to not include all the fees that will eventually be charged in its advertising and I had a lot of discontented customers feeling they were lied to. Others were trying to scam us into reducing their bills. The thing I resented the most was the way CSR's were evaluated. We were evaluated by how many customers we were able to cram into each hour and what the customer scores for us were on the surveys. Not how truthful or how helpful we were. Just the survey scores. So if a customer wanted something impossible that I could not provide, I got a zero and if I gave a customer a refund or a rebate or some little money back, I would get a 9 or 10. Our software was always stalling out or was so slow that it took up time from the online chat. My supervisors pretended to be nice but as soon as the metrics did not fit the ridiculous parameters set by Verizon, I went on second notice and then on final notice, although I was still getting more 10 survey scores than lower scores.We were supposed to have an average survey score of 9.3 which is really not possible if random customers were angry at their Verizon Service and there was no real fix for it or if they thought their bill should be lower and it could not be lowered. We had to multi-task, taking two customers at a time and never really being able to concentrate properly for either customer. We were supposed to serve at least 40 to 50 customers a day. Most of the CSR's there did not do even 40 customers a day. Scores tended to fluctuate up and down and up again, as is expected when scores rely on the opinion of the customer. Some people never give a 10 to anyone. Others want a reason to rant over some perceived unfair treatment by Verizon.
Finally, I was I was given a personal observation by the "boss" of the center while I worked. He told me that he did not see anything wrong with the way I was doing the job. That I was taking customers at a good rate, but my surveys were not plentiful enough and I would need to convince customers to take the surveys. He said my scores were within allowed parameters. The next week, I was kicked to the curb. They call is "separated from the job". I had been at this job for 6 months, including the month of training.