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| All The Hard Work For Nothing... |
| Monday, May 08, 2006 |
I hate it!
There is this new account that I'm handling and I shall call it "D." According to countless client calls, D is supposed to go live May 6 3 PM EST (May 7 3 AM MLA). So on my end, I preapared early. I made sure that my schedule file is already in place with a working break schedule and after I received the final list of agents, I did the schedule assignments and plotted their corresponding interims. The training schedule is already in place and the agents were informed of this.
Wednesday night, we received an email saying that the client wants the live date one day earlier. We were all mad about it. The agents who are supposed to take their off that night did not show up. We can't have the training on the same day as the live date. Ops jsut wouldn't want to pay for overtime. So our team decided to just conduct the training that night. That means calling up the agents and telling them to just come to work. I made a handfull of schedule adjustments so that they will not be tagged as late and be accommodated in the training. At that point I know the agents are getting pissed and they are blaming it all to on because I make their schedules.
We got through Wednesday night and hoped that everything will go well on Friday night.
When Friday night came, I was busy setting up D. I sent out an email to inform everyone that we are going live that night. I was orienting the RTA's on how to monitor the account. Two hours before the big event, an email came in saying that the client decided to go live on May 8th instead.
All of us wanted to jump out of the building because of dismay. All the hard work for nothing.
I think this account will be a pain in the ass! |
posted by Si|vErGiNn @ 2:29 AM   |
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Name: Si|vErGiNn
Home: Manila, Philippines
About Me: I'm a princess and a cowboy!
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