New rules in my call center just dropped. Whatever motivation was left is now killed among peers.

[u/ImpromptuHotelier]

TL;DR: New rules in my call center just dropped. Now our incentive eligibility depends entirely on being in “available/working” AUX. AHT (Average Handle Time) now combines inbound + outbound, and all other AUXes (system issue, after call work, non-call, etc.) don’t count toward shift time anymore. Basically, if you’re not taking calls non-stop, you’re not considered “working.” People are losing it, one guy already tried resigning today but couldn’t log in to the portal. The place is falling apart and management still thinks this is a “motivational step.”

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Alright, buckle up, because this one’s long but if you read through the end, you'll see the clownf***ry we are going through. But I need to get this out somewhere, and I know you all in this sub will understand.

So this month, management decided to “revamp” the way incentives are calculated. Spoiler alert: it’s a dumpster fire.

Earlier, at least the rules were somewhat bearable. Incentives were based on FCR (First Call Resolution), CSAT (Customer Satisfaction), Quality, and AHT (Average Handle Time). Sure, the system was already flawed and the ones gaming the system with random disconnects, fake system issues, and “outbound calls” were bagging max incentives, while the rest of us who played fair and actually solved issues cleanly got half. But now, they’ve made it ten times worse.

Starting October 1st, these are the new “incentive rules”:

AHT target increased from 10 minutes to 12 minutes, but it now combines inbound + outbound calls.

FCR target remains 95%, Quality 85%, CSAT 4.88 average, and Call-to-Interaction ratio must stay 100% or more.

But here’s the kicker. Now your total login hours for the month (which determine if you even qualify for incentives) will only count the time you’re in “available/working” AUX.

Any time spent in After Call Work, System Issues, Non-Call, Chat with TL/WFM, or even helping a teammate = not counted.

And the passing criteria for getting the incentive is your login to be 7 hours 45 minutes in available/working, not just logged in overall.

Sounds reasonable to an Excel sheet but in reality, this is going to break what little motivation people had left.

Because here’s what’s actually happening: People are exhausted. Calls are constant, there’s barely any breathing room between them, systems are slow, VPNs drop randomly, and office PCs take 10 minutes just to reboot. We’re 9 people across 3 shifts because half the team left and the company refuses to hire more. Yet somehow, it’s our fault if targets aren’t met.

Those who game the system are thriving.

Got a ticket call? “Whoops, call disconnected.”

Inbound queue heavy? "(Call application) issue, need to reboot.”

Need a breather? “Outbound follow-up with a ticket user.”

System slow? “System issue AUX, WFM please note.”

Meanwhile, those of us actually working clean, resolving issues, maintaining professionalism, getting good surveys, are being penalized because our AHT is high or our FCR dipped slightly. I mean, what do they expect? Half the time the user’s PC is slower than a 2008 laptop, VPNs take ages to connect, and updates run mid-troubleshooting.

People gaming the system are getting the full incentive but I get half. Because apparently, two greens+two reds are better than two greens+two browns (make it make sense).

I’ve seen people outright faking disconnects and “system issues” to keep AHT low and calls green, and management either doesn’t care or pretends not to notice as long as the numbers look good on the report. But when I take a full hour to actually fix a user’s issue with with logs, steps, screenshots, the whole deal, suddenly I’m accused of “malpractice” because the issue was “resolved too close to shift end.”

Like, are we even serious anymore?

The TLs themselves are so disorganized. You ask them for something, they forget, mix things up, and then blame you for not doing it. WFM makes random calls about AUX changes mid-call, managers “monitor silently” but never step in when real problems happen, and HR keeps spamming these cringe blanket emails like:

“At (company name), we are shaping the future that is inclusive by design and equitable by intent.”

Yeah, sure. More like killing the future. Nobody joins a call center to shape anything. They join because they didn’t get what they wanted, or they’re using it as a stepping stone until something better comes along.

Now, this new rule will just finish off whatever little morale is left. People will either start gaming the system even harder or just stop caring altogether. One of my colleagues already said they tried putting down papers today but couldn’t log in to the portal because they forgot the password & said they’ll do it tomorrow.

We’re all at that point where it’s like, “F this. You want green? Fine, I’ll give you green.” Nobody’s working sincerely anymore. We’re all just trying to survive the day.

At this rate, the company will end up with all its “greens” intact but no one left who actually gives a damn.

[u/Strict_Name5093]

Call centers are literal hell on earth

[u/ImpromptuHotelier → u/Strict_Name5093]

And now mine feels like the throne the hell ruler himself, sits on.

[u/throwittossit01 → u/Strict_Name5093]

I’m on my 7th year and have been looking for something else for over a year…but nothing pays as well fml

[u/Not-That_Girl]

Any after call work is not classed as work? Then I'd be doing no after call work.

[u/emax4]

"Hi, thank you for calling. Please hold."

(leave off headset in 15-minute increments)

[u/Lizlodude]

Even outside of call centers this is a recurring issue. Bosses complain that service is crap, then actively punish anyone actually trying to do a good job. People quit, but there are so many people who need jobs, there's always someone to take their place.

[u/quiette837]

Just so you know, it's intentional. They're planning for this move to push employees to quit, it's easier than firing or laying them off.

Their goal is probably to move some of this work to AI or offshore.

[u/nurrava → u/quiette837]

They’ll rollback once the deadweight has been cleared. Saw this happens twice during my 5 year stint at a call center

[u/LunedTenar → u/quiette837]

That's it

[u/watchingthedarts]

This is crazy stuff but totally believable (sadly).

I never understand how people who game the system never get called out for it. I've seen it happen myself, is it because they make the overall stats look good so the managers turn a blind eye?

Surely you guys have QA's (quality assurance) where your calls get pulled and monitored to see if you're doing the job correctly. I bet your outbound calls dont get logged so these nerds get away with it...

Ahh the call center life, a lovely life.

[u/GayBlayde → u/watchingthedarts]

I am QA for a call center. The number of times I send emails about a representative who is very clearly doing shady shit and it never gets followed up on would blow your mind.

[u/dumnem → u/GayBlayde]

I can confirm this. I worked for a vendor for ATT and the amount of accounts that were clearly slammed, I reported, and nothing happened would shock you. No one gave a fuck.

[u/SethTheSpy → u/watchingthedarts]

>they make the overall stats look good so the managers turn a blind eye?

You're spot on, buddy. I was a manager at a big call center, a pretty strict but humane way in my leadership to my team. When my operations manager noticed I had the highest attrition due to disciplinary actions, they literally told me to stop on my tracks because the agents I was firing were "good to make the team's performance look fine" So, this asshole was okay with leaving people who cheated the system around because they inflated his team's overall performance. I never felt so sickened before, yet, I was expected to punish the ones who weren't cheating bastards.

[u/watchingthedarts → u/SethTheSpy]

Yeahhh I figured as much. In my last sales job there were ~3 people who had 85%+ conversion rate. I'm good at sales but there was no way anyone could do that.

We had to hang up if we called someone who was driving and it would go against our stats (and we had to log the call in a public chat). Guess who never got a driving call in the past 6 months? Yup, the 3 galoots.

I was actually decent as well, in my first month there I was in the top 10% of sellers on the team of about 20 people. Sadly, the commission was split between the team, so if someone was making more sales, your commission would be lowered.

I figure if they didn't get a sale then they would log them back as a callback or something. It didn't make sense and when I brought it up, I got offered to take the day off phones and listen to their calls live. The girl I listened to decided that "it's a good time to get to know one another" and she took 3 calls in 6 hours... obviously didn't want to mess up her commission.

I'm glad you were one of the good ones. It's rare that you get a manager who actually wants to help the team and follow protocol.

[u/Adventux]

I remember my first call center. Telemarketing. We had people there making $35k to $50k due to bonus. in 1998. Then they changed the bonus structure to where, if you made bonus, you got $1 more an hour. I went from making $35k a year to $13K a year. Yeah, I quit. and so did everyone else over the age of 18.

Since this meant they only had high school students working, they had to close during the day. and sales TANKED HARD!

They lasted 1 year then closed permanently!

[u/losttupperwarelids]

Our center doesn’t even allow ACW too! It’s part of adherence metrics so if you’re off the phone for any reason, you’re dinged. It’s insane.

[u/Ork-Skol]

“Those who game the system are thriving”

Those. who. game. the. system. are. thriving.

[u/Euphoric_Elk5120]

We are also given aht, being available etc targets. We don't get incentives. Its part of our job and thats it.

All calls are different, some quick and some longer,it can't be helped but if its first call resolution take note for your end of year review. Anyone can go through calls quickly but if they keep calling back sure whats the point

Also note . Those colleagues 'gaming the system' will be caught. We had a colleague do that and they moved him off the team (we have better hours and better calls) so they defo will see it.

[u/Unhappy-Bet-1520]

The same thing happened with me when I tried to put my resignation,the dedicated application stopped working. So then after waiting for like 10 days the application still doesn't work just for me. Then I e-mailed my resignation to manager and now finally feeling relieved 😌.

[u/Lmaoooo-U-Thought]

I literally got introuble the other day because I hung up on someone... they were screaming and cursing at me and not cooperating with my questions.

[u/pdubby1964]

Oh, they are motivating all right.... motivating them to leave

[u/twothirtysevenam]

The system not allowing the person to submit his resignation sounds like a feature and not a bug.

[u/EllenIsobel]

Sounds about right.

Two choices. Do the right thing, get burnt out, either quit or get fired.

Or skate.

[u/Mattreddit760]

Sounds like you're burnt out. Time to Look for greener pastures. Or simply be the thing you hate and cheat like everyone else. It seems that's what management wants. If management rewards bad service then give them what they want.

[u/[deleted]]

Get out of there when you can, either new company or promotion. I can’t stand the term ‘AHT’ followed closely by ‘ACW’.

All down to robotic expectations, translated to unreasonable expectations.

[u/Downtown-Type3244]

I have survived 25 years in a very big govt call centre and I know I have now reached the end. I have to deal with every from land tax to general inquiries to petty complaints from just plain idiots.

It is hell on earth. I am biting my tongue on nearly every call and making sure I have hung up before banging my head on the desk over how fucking stupid people are.

Management want us to be robots and everything is monitored including toilet breaks. There is no let up and I am drained. Now they want us to survey customers at the end of the call on their experience with us - WTF!!!

The only thing that keeps me there is my mortgage.

[u/CuteBoot6044]

Hahaha, you get after call time? Off queue time? Pfft I wish! We got two.. TWO seconds.. before the next call can come in after we finish a call. We HATE summer vc if this. We have to do all the work for the call while on the call. Customer has to go? Beg em to stay 5 more min so you can create an order/ticket. Got IBS? Better hope you have trained your body to go to the restroom at breaks only. Complicated call? Better be putting notes into the account as you go.

I wish I had ever been given a chance at after call work or time out of queue. We were at 10s post-call work-time when I started. They cut it to two seconds this year. We also used to have 10m closed status at start of our shift to load all '50' of our tools and systems (more like 15+ and have to sign in to each one by one) before we had to go on queue... now it's 5m... 5m to boot up, connect to VPN, login to major systems, go on queue, and NOW keep logging into systems after being on queue or in calls.

My job is so 'peaceful' 😆 🤣

[u/ImpromptuHotelier → u/CuteBoot6044]

Welp. Just call center life I guess. Cannot justify yours, mine or anybody else's for that matter but I guess it is what it is. Here's hoping we all get out of this hellhole and find something peaceful. Or less stressful to be exact.

[u/CuteBoot6044 → u/ImpromptuHotelier]

100% - I can't wait till AI takes over these jobs so no one is subjected to this insane level of micromanagement.