Middle Managers in a call center. . . or the untold story
Sheeple, as people who do not think for themselves are often called, typically work everywhere. Unfortunately, many sheeple are involved in the day to day operation of many businesses. The folks that can cause the most damage to an organization are the ones in middle management. This is because they typically do not have the best interests of the customer or the business at heart. Understand that this is a generality and may not be accurate for each individual. That said, consider the call center environment. Upper management demands more productivity, middle management, waning to keep their jobs try to deliver by pushing more work through the call center. This in turn lower morale, people quit, new people need hired, the newly hired then needs trained and will take weeks and sometimes months to get up to the same speed as the people who quit because they were expected to push even harder. The question that never seems to be asked is at what cost is management willing to pay for the added efficiency?
Faster work usually equals a worse customer experience. Is management willing to have customer satisfaction impacted?
Faster work means more unhappy employees? Is this ok?
The issue is why doesn’t middle management push back and let management know the consequences of their decision? The answer is fear of losing their jobs. So the fallacy that things can continue to get better, faster or cheaper without a trade off continues. Pity really.
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