Been working in the industry since 2009, and while I really did my best to do my job efficiently and professionally as possible, it's still not enough for the bosses of bosses. It is so hard to please and assure people, yet alone assuring them for something you're not even have any idea what it is or how.
The only advantage I have during my years of a call center agent or as a customer service representative (technical support reps is also customer service reps), is by applying human touch. I helped them the way I helped my friends when they need help, however I am not perfect the lack of pay, the limited time I spend for my family, the time that I need for myself is no longer available because I am forced to work my ass off.
This is one of the biggest influence of why call center agents, sometimes do not do their job the way it should be, this is why there's absent-ism (absentism isn't even a word), late to work is common to all BPO reps.
For instance, I was once had a hearing with our HR because of my lates, then the HR representative said that there's a person who was awarded during our party because he doesn't have any lates or absents (except for filed leaves) in the entire 2010. HR then goes on and said that if he can do that, I can do it as well. I responded that there might be something wrong with that person or how boring his life outside of work must be, you see, there's only one person awarded for not incurring lates and absences however the rest of us do so, even the HR representative.
Then the HR says that, the reason why he doesn't have any attendance issues is that he loves his job, nobody forced me to apply, I volunteered to walk in. I then responded, that this is not the case, the reason I am working my ass off is that the community, or the world that we live in force me to work my ass off, and to the point that I disregard my own humanity, or my family for that matter. Think about it, you're required to submit a med-cert to validate that you're really sick when you "called-in". Acquiring med-cert requires you to exert effort to go to a nearest hospital or clinic and have yourself checked, if you can do this, then why not go to work when it's productive. My company then have another policy that if you called-in 2 hours before your shift, you're no longer required to submit a med-cert. This is insane, now you cannot have any illness under 2 hours before your shift? What if my diarrhea struck me on my way to work? What if I shit in my pants? Why would they require med-certs anyway? What if the reason for the absence is not a health-issue? Then it is subject for approval, yes I understand that then there's this "Critical Work Days" where you cannot be absent unless you're rushed to E.R. ABSURD!
I have a lot of things to say but this is not the appropriate forum/thread.
Anyway my point is, why not try to create a company where your applicants will create their own contracts, and based on the contracts that they created, the company will decide how much they will compensate for the applicant. I can guarantee that it will minimize some of the issues of employee-employer relations that we are experiencing today.
-RFQ
Let me know what you think guys, and I highly encourage you to criticize me to the bone.