The office work has really gotten the best of me. Always after my shift I do feel exhausted. Why on earth did they give me a team with handful of problems hayyyyy!!! Yes I am complaining but do I have the choice to refuse the challenge. I once posted on my FB status that I am an obedient soldier. Do as told then result discussion will follow.

Late week of March when I handled the team, we focus first on lowering the AHT (ave handling time). I will not take credit for the down ward treading of the team. It is a combine effort on their TL and floorwalkers. Then after two weeks of AHT and dealing with individual personalities of the agent we’re task to improve CTS (customer t satisfaction). I know from the very start what I need to hit. Turn out my guess is the guess of my co floor walker. Communication skills. Waaahhh are we not working on a call center where communication is very important? Sad to say the team has hard time relying information, choosing the right words to use, and how to empathize with callers.

At the moment, we’re trying to correct this communication skill problem. We need to work double time to meet our set goals. Admin works and call listening. Hopefully we can deliver results asap!

This team is really pushing me to new possibilities.

Just this week we learned (my co floor walker) that 6 agent will be terminated. Personally I am saddened. I felt that I was not effective in my effort to improve the team’s performance. However new developments are just surfacing. The upward movements on team’s stats happen when I move in. it is actually a consolation on my part.

One of terminated agents said her last goodbye to me after her shift. I hid my tears. I cant help but cry, so I put on my hood. I was planning today to leave the office early coz I know what will happen. The decision was sudden. Personally I cant do anything to save her. Nothing.

After my shift I decided to cool down by watching a movie at libis. I wished I didn’t take my own advice. It turned out to be a complete failure. I miss the movie so I need to wait for over 2 hours. So I just decided to go home since I don’t know the place and I don’t feel the ambiance. My ride back home took me about an hour. Shooting! That is way I don’t like travelling.

Battle ship as I expected was a good movie. 4 of 5 stars. Im please coz i made a right choice this time.

Sakit na mata ko. Next time ko lang correct grammar ko hehehe.. tulog na ako. Night!