Originally Posted By NikkiLOVESMickey Greetings, my fellow Disney-philes- Can anyone give me an e-mail address to which I can send a complimentary letter in regards to a cast member? When I finally got through to make my dining reservations today I worked with one of the most polite, helpful, and enthusiastic cast members I've ever encountered. She definitely deserves a pat on the back at the very least.
Originally Posted By vbdad55 nice to do that --- as far as additional discounts -- check with Spirit - he is leading that parade -- LOL !!
Originally Posted By mousermerf In all likelihood, the CM wont be working for the company by the time your compliment gets to the area, printed on colorful paper, mounted to the side a of a cubical amid a dozen other recent compliments, and possibly mentioned to the CM his/herself if the manager on their team has the time or is still working for the company once that whole printing/posting process has been completed. The call centers have the highest turnover rate in the company.
Originally Posted By vbdad55 call center turnover in general is in the 25-30% range for those who use tracking SW for such things-- high burnout btw - that rate is even higher off shore
Originally Posted By Labuda ^^^ Wow. I find that rather interesting. Must mean that Dell is doing something right. On the occasions I visit the Mothership up in Round Rock, I see LAODS of people that I worked with up to a decade ago... and 90% of them are still doing telephone technical support. Sure, they may be supporting a different line of business, but tech support call center people at Dell last. Heck, there's one guy I saw yesterday when I was there who I remember giving a 10-year award to back when I was in my 4th year of employment at Dell. Oh, and yes, he's still on the phones doing support.
Originally Posted By vbdad55 Ann - there are lots of reasons besides burnout for that high turnover rate - the most prevalent is the fact that most 'models' for call centers revolve around a very low number of levels in hierachy in call centers. Typically 3 levels max -- a mid leel manager responsible for performance measures ( yes they report to a higher level mgr and eventuallt to an exec- but mainly dotted line - that mid level mgr owns it. -- then a group of 'supervisors/ expeditors' - low level managers usually without hr responsibilities - and call center personnel. Most companies do not want to pay but a hand full of people deently to runa call center. maybe your model is different- if so it would explain better retention.
Originally Posted By Labuda Yeah, our model is a bit different, Dave. At least, if most places do things the way ICMI (Incoming Call Management Institute) does, that is. When I did a couple of training things with them back in '00 or '01, I recall thinking we were wasting Dell's money as they were SO not teaching the right way to manage a queue.
