Please do not hate me for this but, I really hate sup calls. I'm sure I'm not alone. More often than not, sup calls result into DSATs that ruin my team's metrics. I especially hate it when a sup call resulted from someone else's fault and I take the flak. Damn. But it is what it is and sup calls are an essential part of a typical shift.
When I was an agent, I took every sup call as a challenge. Modesty aside, I take pride being able to de-escalate sup calls and even get a few commendations handling my sup calls. And when I was made floor support, I gladly took that assignment as an even greater challenge. To me, it was management's validation of my "skill". Besides, I really loved wearing that bright orange vest floor supports wear.
When I was an agent, I took every sup call as a challenge. Modesty aside, I take pride being able to de-escalate sup calls and even get a few commendations handling my sup calls. And when I was made floor support, I gladly took that assignment as an even greater challenge. To me, it was management's validation of my "skill". Besides, I really loved wearing that bright orange vest floor supports wear.
When I became a sup, things changed a bit mainly because now, I need to manage the metrics of 20 reps on my team or I don't earn any bonus at all. Life was a lot simpler back when I only needed to take care of my own metrics. Although I still take sup calls as a supervisor, it seems I no longer enjoyed taking sup calls as I once did. And you need to understand your sup before you start talking behind your sup's back that your sup hates taking sup calls.
Let me put it this way: if your sup has 20 reps and each rep had one sup call and each sup call lasts 10 minutes, this amounts to over 3 hours your sup is not able to monitor your other calls. Over 3 hours that your sup could have spent coaching you and ensuring better metrics for the team. Metrics that amounts to bonuses for everyone. Instead, your sup is on the sup call.
So, as you can see, it's not that your sup hates taking sup calls. It's more like your sup hates the consequences being on the call instead of managing the team.
And thank heavens for floor supports! We would not know what to do without you.
Let me put it this way: if your sup has 20 reps and each rep had one sup call and each sup call lasts 10 minutes, this amounts to over 3 hours your sup is not able to monitor your other calls. Over 3 hours that your sup could have spent coaching you and ensuring better metrics for the team. Metrics that amounts to bonuses for everyone. Instead, your sup is on the sup call.
So, as you can see, it's not that your sup hates taking sup calls. It's more like your sup hates the consequences being on the call instead of managing the team.
And thank heavens for floor supports! We would not know what to do without you.
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