Disciplinary at work for not hitting target!

[smadge]

Hey, I really need some help.

Someone I know works in a call centre and they are hitting him with a disciplinary at work for not hitting his call average handling time target after a month or so of trying to improve it. Are they able to do this to you? His employer have said that if it doesn't improve then he can get warnings over this if it doesn't improve.
I don't see this as fair, he is fantastic at his job and this is the only sector of his job role that he has struggled with, everything else he is on target for. I didn't think you could get this sort of punishment for not hitting what they class as the target handling time.
Please if someone can give me advise on if they can do this then it would be much apprecaited.

Thanks

[leclerc]

Re: Disciplinary at work for not hitting target!

Yes they can hit him with disciplinary over called average handling. To be blunt, and I really need to be clear with this: there are a few tricks of the trade that might help but they are not strictly speaking a good idea.
1) take a few calls towards the end of the day and "accidentally" hang up on the customer.
2) if the customer is rambling then stop the rambling and simply try to get the basic details confirmed or palm them off to another department to deal with.

The first one does work, btw. I would add that if they are offline to complete paperwork then it will go against them for the number of calls that they handle so do the paperwork whilst still on the line.

[miliitant]

Re: Disciplinary at work for not hitting target!

performance management again

i hate it

their was a case a while ago by a german leading global engineering and technology services company

they brought in a policy where you were only allowed to be away from your call centre desk for 5 minutes to use the loo

women who were mensturating were made to ware arm bands for added time away from the desks

you can imagine the flack that follwed

german-arm band=labeling people as different

why we allow such practice is beyond me, join a trade union