this post was submitted on 06 Jan 2025
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Often the stupid shit we see at work is legitimate for reasons above our pay grade, don't need to know. A manager that will openly and honestly explain those things is a treasure.
Indeed, but sometimes those reasons are legitimately stupid.
Case in point, any call center that wants to optimize handle time. The reason they pick it is because it's a very easy and straightforward metric to improve.
You just hang up on people. You can make the number go down super easily. Tell them to call back, so they spend two or even three times as long cycling through a new agent each time. Then it's 3 short 5 to 10 minute calls + time on hold which looks better than one 20 minute call.
Are drive thru restaurants still doing basically the same thing by telling people to pull forward to a parking lot stall, to make it look like their time to complete an order is faster than it actually is?
I've only seen that happen when one particular order is waiting on something. It's a good move because it gets that person out of line so other orders can be filled while they wait instead of holding up the whole line. If they did that to every order they'd just be wasting time making an employee run out to the parking lot every single order and trust me they don't want to do that.