OK. To be quite frank, this has gone far enough!!
Commenting on Debra’s ham-fisted, obvious endeavours to lie her way out of bother this week, Suralan observed, “Thinking on your feet is good, but sometimes you’ve got to tell the truth!”
To my mind that’s tantamount to saying “Lying is usually best…”
To use a phrase coined in the same episode by the eloquent James, that’s cods**t!
If senior business leaders like Suralan are giving out that message, is it any wonder that call centre workers tell the occasional fib (or even bare faced lie) in order to meet their performance standards …
Call centre managers set targets and keep watch over agents’ performance against them. If the target is high and therefore difficult to achieve, agents may only be able to achieve it by telling the odd porkie (after all Suralan says that’s OK….)
And they do – I’m sure you’ll have experienced it as a customer… agents will do everything they can to avoid missing work targets or standards.
These aren’t bad people, they’re just managed using a bad system…. a system that is perpetuated by the likes of Sir Alan Sugar.
Come on, Suralan! Don’t you think it’s time you set a better example?
This blogger does…
