Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume I, Issue 16

Date: December 1, 2000 - Mixed Message Mania, Part V

Welcome back to mixed messages. This is the last in a series of five (for this year). If you missed any, check the newslettet archives. However, please don't stop sending your favorites. Next year we'll probably do another series.

TEAM VS. CHOSEN (SPECIAL) ONES

How many of you are told you are part of a team? And the team is solid! That your jobs are easier because you are a united front. That the only way the center works is if you all work together as a team. And so on. Well that's on the one hand.

On the other hand, why do the 'chosen (special) ones' get assigned special projects, get off the phone more often (without your knowing what they are doing), have exceptions made around days off, holidays off, shift work, weekend work?

Have you ever seen your teammates walking around when there are 20 calls in queue and you think they are not working? Maybe they're on special assignment, maybe not, but how would you know?

And don't leave out the secrets. In many centers there are the 'chosen (special) ones' who get to hear secrets. Sometimes the secrets are merely rumors that are confirmed or denied but only one by one, so that you are the last to know. Other times the secrets concern important changes such as where the center is going in the future, what new configuration, equipment, software, procedures, etc. are coming.

If you answer yes to any of the above, the good and bad news is that you are not alone! And you are not crazy. These mixed messages are crazy making!

Are you a team or aren't you a team! I hope you are, because:

T ogether
E veryone
A chieves
M ore

Quote of the month:

A problem is a chance for you to do your best. Duke Ellington

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