All call center workers are graded on calls. Many customers are not aware of this and unintentionally sabotoge the call, resulting in a low score on the call, as well as putting the call center worker's job in jeopardy. I try very hard to always score high, even though some customers make it very difficult.
On one recent call I recieved a score of 100%, the highest score possible. However, the status of the grade was "needs improvement", and in the section where it would normally list the areas in which I "need improvement", the area was blank. Call centers typically don't ever want the agent to ever meet the 100% mark. That would mean to them that the agent stops trying.in my case, I still try. But, to put "needs improvement" on a scoring of 100% and then not give the agent any feedback on the areas in which they need improvement is simply unprofessional. If I achieved 100%, then there would be no need for me to improve. And, if I need improvement, then tell me how I can improve and I will.
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