If you give honest feedback “there is an overload of calls/calls to staff availability ratio was unbalanced due to all staff on active calls” and nothing is done, then I’d be looking for something else. Chances are he’s getting pressured by others, which can flow down. Yes, it’s his job, but it seems fair that he’s also be seeking input from the team actually doing taking the calls. The email is worded badly, but maybe try reading it in a different voice?
True, I know what he is getting at and why he is asking. I just don’t appreciate the tone, and as he purports that he has 30+ years exp in call centres and management, I would have thought that he would be less tone-deaf
I have a nice email I wrote, explaining the issue, and it was sent to us all (not just me). So I’ll see how it goes lol
If you give honest feedback “there is an overload of calls/calls to staff availability ratio was unbalanced due to all staff on active calls” and nothing is done, then I’d be looking for something else. Chances are he’s getting pressured by others, which can flow down. Yes, it’s his job, but it seems fair that he’s also be seeking input from the team actually doing taking the calls. The email is worded badly, but maybe try reading it in a different voice?
True, I know what he is getting at and why he is asking. I just don’t appreciate the tone, and as he purports that he has 30+ years exp in call centres and management, I would have thought that he would be less tone-deaf
I have a nice email I wrote, explaining the issue, and it was sent to us all (not just me). So I’ll see how it goes lol