The ironies in life are sweet!!

Wow, today was unexpected... and very grounding!




Fact 1 : I have been consistently rated amongst the top three staff for call evaluations. Every year.
This means that (i) the information I give callers is consistently correct and appropriate to the situation (ii) the tone of voice, soft skills and audio presentation of the details are consistently pleasing, professional, and portray the company in the best possible light. And this is every year, mind.




Fact 2 : I have been working for this company since Dec2004
By call centre standards, with the constant turnover, I'm a bloody old hand.




Fact 3 : I am not interested in my performance at work.
I have been unhappy with their management style for the longest time. As a result of which, since 2008, I ALSO consistently ignored my other 3 KPI requirements i.e. lead generation, general productivity, customer satisfaction ratings. The only thing I currently care about are my callers; if I can genuinely help those in need. Fortunately for me, this company also hires the most inept managers I've ever come across, thus making it easy for a select cohort (including me) to regularly run rings around them. Fun! And also one of the reasons I've stayed with them this long. (The other is that the job is easy peasy, but that's another story lol)





Fact 4 : Only today have I been nominated for something.
s'called the "Spirit of Service" award. Don't know when they started submitting nominations, but I gather it's some online thingie where you can submit your call centre agents and, if you win, you get some cheap ass book they post you, plus online course credits. Good, eh?




Fact : Received an email about a pay rise at the end of work day.
Got an email from the big boss this evening that I've gotten a pay rise. It is extremely modest, coming in at only 9%; but when you only do 1 out of 4, you don't expect ANY pay rise at all. Could it be coming on the heels of the largest batch of resignations I've seen here in a while?




TRUTH : My managers are scrapping the barrel.
Heh, I used to BE a manager, hello? I know what it's like to have employees ignore your requests? It is not to be tolerated? But here? Ho ho ho.... Yes, I will greet you courteously when I see you, but if that report you want is crap and serves absolutely no purpose besides kissing ass to the big boss, I am going to ignore you. HAVE ignored you/them/he/she/it and gotten away with it, mind you.


Oh, and the icing on the cake? That pay rise? I'll take what's owed me, thanks! For all the times I've helped out; for dealing with the shitty customers because the damned team leaders on duty couldn't handle them his/herself; for doing training on new staff because they were assigned jobs they weren't equipped to handle (you do not send your staff out to fail!!); for providing feedback that should have been detected at UAT level; for giving suggestions on manpower workflow; for... oh god... so many other things....


And the grounding part?




For having the insight about all this : keeps my head screwed on right! woo!



UPDATE:
Had a private conversation with my TL: apparently, last year so many of us did so badly that the performance curve for 2009 work appraisals were adjusted. Which explains the pay rise. Oh well.