Upper management is not taking into account that agents with CSO are not getting tickets and still counting it against each agent. There was a day that literally CSO was told to arrange their tabs and saved links because there was no work to do and VTO was not being offered. So when it comes to metrics they are not removing that day from each agent ticket count. They are using every little thing to write up an agent nowadays it seems yet offshore seem to be thriving.
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If it's anything like STOps, they will mutter about adjusting TCPH, and then do it the next quarter, too late to make any difference. Then, next quarter when another cr-ppy decision on management's part makes it so a different metric is keeping you in the ROD zone, they will adjust for that the following quarter. You will never catch up, which appears to be deliberate.
CSO has the worst management, its no wonder the dept is in a huge mess. Its like the managers there are more interested in destroying employee moral, it seems to be their end goal.
What is CSO?
All ticket jobs are going off shore in 2025.
If you don’t have work to do, you need to be put on phones during peak at least. Give me a break.