Accountable
There has been a great deal of discussion lately at work about accountability. Many agents feel that there should be some change in the way the company holds them accountable. On the other hand, the leadership feels that the agents should be held in greater accountability. It is a major discussion.
I have been caught in the middle. I represent the agents. I also work very closely with leadership. As I talk with both groups the perspectives are widely varied. I work in a department that stands in the middle. We are agents, but we have different rules about accountability. I feel that I should account for all of my time. If I am not being productive, then I should do something about it. My supervisor has responsibility over my group and a group that he holds very accountable.
The agents that are plugged into the phones are tracked minute for minute. Agents like myself are not. Someone has suggested that my group needs to be tracked more closely. I don't have a problem, but my supervisor does. He would have to figure out a way to keep track of me. He would have to then compile a report to justify why I do what I do. That in turn would hold him more accountable.
No one seems to want to take the responsibility, but the need is there. Some hold themselves accountable and there is no problem. In the end, we will be the only ones who hold ourselves accountable. Are you preparing for it now?
I have been caught in the middle. I represent the agents. I also work very closely with leadership. As I talk with both groups the perspectives are widely varied. I work in a department that stands in the middle. We are agents, but we have different rules about accountability. I feel that I should account for all of my time. If I am not being productive, then I should do something about it. My supervisor has responsibility over my group and a group that he holds very accountable.
The agents that are plugged into the phones are tracked minute for minute. Agents like myself are not. Someone has suggested that my group needs to be tracked more closely. I don't have a problem, but my supervisor does. He would have to figure out a way to keep track of me. He would have to then compile a report to justify why I do what I do. That in turn would hold him more accountable.
No one seems to want to take the responsibility, but the need is there. Some hold themselves accountable and there is no problem. In the end, we will be the only ones who hold ourselves accountable. Are you preparing for it now?
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