^^this, 1000%
People making decisions higher up who have never actually taken a call in their lives, asking the workforce to aim towards what they want you to do while not actually understanding the ramifications of their decision.

And then when the bog standard lacky tries implementing this decision into their routine and fails, the lacky is held responcible and dished out bollockings, disciplinaries and eventually a P45.

I'm sure I've oversimplified this, but essentially this is quite an accurate and repeating occurance.
( Jeccius Steam Borderlands 2 junkie, Tue 13 Jul 2010, 17:10, 1 reply)

Alas
I have worked in a call centre. British Gas Electric Prepayment Meter Customer services, this was exactly how it worked.

Poeple would ring up complaining - yet we would HAVE to ask them if they would like to take out GAS with us aswell.

If we didnt ask those questions, or push for a sale on each call, it was a disaplinary. Even though we werent sales. We werent paid commision.
(Dan dan dan They tik urh jerbs!!!, Tue 13 Jul 2010, 17:59, closed)