[Jobs] Agents on the Move (Part 1)

Tuesday, February 09, 2010

They say in the call center industry, people get bored with their jobs easily. In the words of my great high school Economics teacher, it's called the Law of Diminishing Marginal Utility. You like doing something today. You get tired of it a year after. You yearn for something new and better.

The exact same thing happened to a friend of mine. I was a floorwalker (I believe the more fabulous term they use is 'Mentor') when I met Kara*. She was the most promising trainee from their batch. She was pretty. She picks up lessons quickly. She can multi-task. She speaks well. She is the perfect agent a manager can wish for.

There's only one problem: the praises got to her head so quickly that she expected to be rewarded even though they have not reached their live date. She demanded for tasks that was usually given to tenured agents. She always talks about her 'capability' and how people seem to 'underestimate' her when she is 'clearly more deserving that the other supervisors on the floor'. Typical, eh?

But I told one of my co-mentors that she's probably right. I admired her guts for not selling herself to the management team. Unfortunately, the egg needs some time to hatch. An organization so young must invest on people with more experience. She asked for special tasks which were never given to her. She was very disappointed and furious. Her eye was definitely on the prize and she's going to do whatever it takes to get it.

That's when she was approached by another friend who gave her the most incredible news she's been waiting for her entire life.

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