Often the stupid shit we see at work is legitimate for reasons above our pay grade, don’t need to know. A manager that will openly and honestly explain those things is a treasure.
Indeed, but sometimes those reasons are legitimately stupid.
Case in point, any call center that wants to optimize handle time. The reason they pick it is because it’s a very easy and straightforward metric to improve.
You just hang up on people. You can make the number go down super easily. Tell them to call back, so they spend two or even three times as long cycling through a new agent each time. Then it’s 3 short 5 to 10 minute calls + time on hold which looks better than one 20 minute call.
Sometimes it’s for legal reasons. Sometimes it’s for big picture reasons you aren’t privy to. Sometimes it’s because some dumbass middle manager thinks they’re a genius. And sometimes it’s because some dumbass middle manager didn’t have a team member say “Hey what about this instead.”
Having fumbled my way into a management position of sorts, I’ve seen all of these. Sometimes I get to say “oh yeah, that works way better, do that instead.” Others, “it sucks but it has to be this way because (big picture stuff)”, and of course “yeah it’s fucking retarded but the powers that be have decreed it, do what you can and enjoy the shit show.”
Often the stupid shit we see at work is legitimate for reasons above our pay grade, don’t need to know. A manager that will openly and honestly explain those things is a treasure.
Indeed, but sometimes those reasons are legitimately stupid.
Case in point, any call center that wants to optimize handle time. The reason they pick it is because it’s a very easy and straightforward metric to improve.
You just hang up on people. You can make the number go down super easily. Tell them to call back, so they spend two or even three times as long cycling through a new agent each time. Then it’s 3 short 5 to 10 minute calls + time on hold which looks better than one 20 minute call.
Sometimes it’s for legal reasons. Sometimes it’s for big picture reasons you aren’t privy to. Sometimes it’s because some dumbass middle manager thinks they’re a genius. And sometimes it’s because some dumbass middle manager didn’t have a team member say “Hey what about this instead.”
Having fumbled my way into a management position of sorts, I’ve seen all of these. Sometimes I get to say “oh yeah, that works way better, do that instead.” Others, “it sucks but it has to be this way because (big picture stuff)”, and of course “yeah it’s fucking retarded but the powers that be have decreed it, do what you can and enjoy the shit show.”