Hello
I get paid salary and incentives in a contact center
There was a KPI to be met to get the full incentive
The KPI was met , however on the last day the CRM had an outage and we were asked to inform the customer to contact back because of which one customer filled a negative survey/
I informed my TL and was told that such negative survey will be removed and they will make an exception
Fast forward to incentive payout, its being deducted, the negative survey from the contact back period is not being removed
Well If I had got more than 5 negative surveys on the that day then they would have paid me nothing
So as this is a company CRM issue why I am being penalized
I want to be paid in full
How to go ahead and get this ?
I get paid salary and incentives in a contact center
There was a KPI to be met to get the full incentive
The KPI was met , however on the last day the CRM had an outage and we were asked to inform the customer to contact back because of which one customer filled a negative survey/
I informed my TL and was told that such negative survey will be removed and they will make an exception
Fast forward to incentive payout, its being deducted, the negative survey from the contact back period is not being removed
Well If I had got more than 5 negative surveys on the that day then they would have paid me nothing
So as this is a company CRM issue why I am being penalized
I want to be paid in full
How to go ahead and get this ?
Incentive is not part of salary. So long as you are paid salary not less than the statutory minimum fixed by the government for your role and skills, you cannot demand it as a right. If there is any clarity required, you have to ask the officer concerned like TL (Team Leader...?) and do the needful to change the system. Anyway, if all the employees get the same negative remarks from the customers, you cannot be blamed. At the same time, there can be different tones of asking the customers to 'contact back' or 'I will call you back'! If you politely ask the customer, Can I call you back after checking the status,' he may not give a negative feedback but if you say abruptly, ' I will call you back' , naturally, the feedback will be negative only. Even, myself as a customer, will give only negative feedback if you speak like that. Anyway, it is a matter of incentive and nothing to do with rights of an employee.
From India, Kannur
4249From India, Kannur
This is not about how the communication is done, and to answer the communication wad done politely informing the customers on the CRM now working and also giving alternate options if its a account related question we could not answer but any account related information
And we have a incentive plan based on KPI
Why the KPI is set if anytime the CRM can go down and we can gain negative survey.
Please do not make this about quality
This is about we are being made to work when the systems are not working and are expected to take a hit on the incentive which is based on performance, how the implementation of asking to contact back is part of our performance failiure
And we have a incentive plan based on KPI
Why the KPI is set if anytime the CRM can go down and we can gain negative survey.
Please do not make this about quality
This is about we are being made to work when the systems are not working and are expected to take a hit on the incentive which is based on performance, how the implementation of asking to contact back is part of our performance failiure
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