We (in Compliance) were recently told that our bonuses are not "participation trophies" and that it is completely up to us how much money we make if we just work harder. While our bonuses are largely in our control it is condescending and ignoring reality to pretend that tiers and handle times are not constantly moving goalposts and that the expectations for handle times are compounding on those who are struggling.
"Participation trophies" is expecting something for nothing. None of us are doing that. When you apply all the tips and tricks and shadow the great ones and do everything you can and improve your PPH month over month just to find out that the tiers have moved again and your much improved handle times still aren't good enough for the tier you were aiming, that is not expecting something for nothing. And in the last three months, knowing I have done everything I can to improve, my managers advice has boiled down to essentially "Maybe just try to work faster."
Improvement and growth is important for employees, the team and the customers. But ignoring the frustration that comes when we are working towards that goal and ACHIEVING improvement every month is wrong.
Especially when the base wage hasn't changed to keep up with the times.
To add to all that, it's very rare to go a month without some kind of system issue that becomes our responsibility to work around while maintaining and improving handle times.
And lastly there's always a a issue with reporting and some report that is inaccurate and being worked on yet these inaccurate stats are still sent out. How am I to trust that the rest of my stats are accurate? Compliance hasn't had a working dashboard in what I think is two years now (working as far as showing accurate bonus tiers).
Yes as a shareholder I'd still be interested in all of this.
For the inevitable "talk to your manager" response, I've tried. Two managers now have brushed off my concerns and a third just dressed us down for expecting participation trophies.
