God of Thunder and Rock'n'Roll (archmage) wrote,
God of Thunder and Rock'n'Roll

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Corporate Nazi-ism

So we are all called down about procedure yesterday, and how we need to be following it in order to make call handling better. This procedure involves escalating any issues or what have you that are gonna take more than a few minutes to fix to one of the specialists or supe-helpers that are supposed to be around. Now, keep in mind that they are already overloaded with their own work, and FINDING one to help you, much less explaining everything to them and then nailing them down to actually HELP usually takes longer than just fixing the prob yourself. Add to this the fact that BECAUSE they are bogged down, they tend to try and get you to go do it yourself anyway, in the form of condescending to you about what you should try (even if you have already done it) and the internal resources you should check (even if you have already done THAT too), and it becomes a chinese fire drill. But goddess forbid you just ask for an extra few minutes to just do it your damn self, and then the sparks fly about how you aren't following procedures.

Long and short of it: we are here to handle the calls. They want you to do it a certain way to increase efficiency and decrease call times. If you do it in a way that is even FASTER and MORE efficient, you are penalized, but if you follow their procedure, you are actually SLOWER and LESS efficient.

I love Korporate Amerika. I also love the position i am in the kompany. Being a former member of the now-defunct weekend team, I learned a long time ago how to handle most things myself (since we had little to no support on the weekends), so when problems arise, I can handle them quickly, before anyone knows I'm doing it. My customers are satisfied, the calls are handled quickly, and my work reports are highly rated.

Damn The Man.

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