Since the First data acquisition, First data higher ups began looking at productivity heavily on a report basis and forced change while not even consulting or understanding what the people who are supporting the products that make clients happy and fiserv money need. Being on support many of the metrics that are being recorded are the speed upon reaching a resolution as well as our productivity. the problem with this is that if while being on the front lines to support the product in many cases you may need to utilize senior resources as well as to even put a ticket in with development. development is not a client facing team and so these responses can take months to get back, in addition having a ticket/case open during this time counts against you and your teams metrics. to remedy this senior resources are even more heavily required to assist in addition to training new associates which may cause a burnout. for my team and other surrounding teams this is the case, training and case resolution revolve around this as the knowledge is carried by these people however with higher demands on top of the penny pinching that is occurring with the first data merger that is resulting in our benefits being slashed to much less than what they were in addition to revoking the ability to work remote these people with the knowledge are leaving. even more so i have had 7 people in my department leave fiserv all together, 5 of those being senior resources and app specialists out of a team that was once 15 people. not ONE of those spots has been filled with a new hire and so those of us who are sticking around or are new now have a much higher workload and greater demand (including working on call 24/7 much more frequently) to the impossible to meet metrics imposed on us by First Data.
This is not to mention the keylogging/productivity measuring tools that are being installed on our workstation. the largest margin of this that is unable to be measured is the fact that the products are very complex and thus being able to communicate via typing/IM is almost impossible, it is much easier to talk to colleges face to face and offer solutions or collaborate in this way however it sounds like leaving your workstation or even standing up to talk to someone regarding a issue you are having counts against you, i get that you don't want employees talking about non work related topics however in my experience in my department that is a luxury we do not have currently to even attempt.
