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I understand the need for call reviews….in a call center. But the issue with them is the reviewer basically has to find something to take issue with. Like they need to find something to nitpick instead of saying its a good call. Feels like a constant dressing down and an unwinable endeavor.
My review mentioned authentication sounding scripted. So frustrating!! How is there an issue if it sounds standard?? Conversational authentication should happen instead, the note said. Would be awkward with the kinds of questions we have to ask…
Feels unrealistic. Ik I’m not a robot on authentication. Clients know the deal (well most do, some don’t understand why no instant access).
Other jobs have reviews or coaching moments. I have pretty good surveys for the most part and am tired of feeling like I have to agree with managers in 1:1’s. Can push back a little or refute their takes mildly. But I feel compelled to nod and say yeah i see what you’re saying, I’ll try to do better!
Managers say to ask more questions to expand the conversation also. I don’t feel like every call needs to be “expanded.” I personally feel its less scripted and more authentic to answer questions without smiley/folksky nonsense (being told to wow the client).
Call reviews are demoralizing and unwinable, it feels like. Feels like self inflicted mutilation to have to constantly validate a managers opinion in 1:1’s. I feel like I’m betraying myself (and it kinda hurts over time) by mostly agreeing to their face. Otherwise I’d be seen as …gasp..”uNcOacHabLe.”
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