My biggest frustration with the customer experience team is that 10 percent of the people here do 90 percent of the work. The lack of measurable success, in the form of metrics teams are meeting or exceeding.
We have great visability into each others workflows, number of calls, number of tickets completed etc.. we use tools like twillio, front, and help scout to manage contact.
We have no metrics in place no KPIs, nothing to recognize those who exceed from those who fall short.
It is painfully obvious that many people here get away with doing 5-10 tickets or 5-10 calls in a 8 hour shift. Some even less than that!!
For perspective an above average employee ought to be able to do 50 tickets a day 100 calls a week. These are not hard they are emails, texts, and chats replies through various SW tools mentioned above.
What does management do? Nothing really instead of coaching up the bottom and middle they demand more from the few people that want to work. Instead of establishing minimum metrics, and holding people accoutable, they find ways to reduce our visibility into how LAZY 90 percent of the team is.
Managers are constantly brought in from the outside, they dont do calls dont help out with tickets, some of them couldn't if their jobs depended on it, lack of knowledge, into products, services general real estate etc..
They do call coachings with us weekly where we pick apart difficult calls based on a "conversation framework". The end result or how well you helped that customer is not part of the framework.
We go back to office on June 1st, have been remote since march 2020, I can tell you that I and many others have no intent of commuting to Tempe for Opendoor.
