Hello to everyone - I've been sitting back reading the posts, but after this week that was, need to get stuff of my chest...

Having relatively recently, (approx 6 months ago), been promoted to call centre manager, running a relatively simple outbound CSM campaign. We were tasked with assiting a sister centre with the outbound and inbound overflow for their sales campaign. This we did, very well I might add, so much so that we actually performed more profitably than the original site.

Now the point is, this sales campaign, which was running in addition to the original outbound work and which gave employment to approx 100 advisors, all temps, was pulled on Thursday, end of shift at 21:00, it was no more, given back to the original site.

Two things then had to happen, telling staff and agencies, (with whom we had built up an enviable rapport), that they were surplus to requirements - a particularly jolly conversation - and convincing team leaders and all connected people that there was no particular reason, "it's just the way these things happen", to quote Operations director....hmmmm

I'm now left feeling unmotivated, out of the loop, and pretty disinterested in the whole thing. We've still got the original campaign whichI will ensure we continue to run smoothly and over target. I just can't help feeling I/we have been stiffed by certain people...Has anyone else had similar experiences or am I being overly paranoid.

Right, that's better, off to do the projected for next month..

Cheers.

Firstly Ian, “Well done.” I don’t know ‘how’ you achieved what you did, but what really matters is that you did it at all.

Secondly, welcome to the ‘world of management’. Unfortunately it probably contains the same amount of down-sides as it does ups and some of these are very difficult to live with if you care – as you obviously do.

With regard to coming to terms with this lot, as a wizened old fool, I can assure you that the people you had to praise one moment and sack the next would rather have heard it from you, with your caring attitude, than from someone who couldn’t give a toss.

Unfortunately, your Ops director’s comment simply showed that he hasn’t a clue about what makes people tick. IMHO he should have explained the reasoning behind it so you could have at least passed that on.

Please don’t be demotivated. More importantly learn that whatever you do, you will be positively impacting peoples lives. Let me give you some examples. The people who you’ve just gotten rid of will at least be able to say (because of your influence) that they were part of a successful team in their last role. Those people will also have enjoyed the experience and time they were with you. Also, as temps, they were at least given the opportunity to work - maybe they had non previously.

Whilst I appreciate that these are not huge, the only way you will survive and positively influence the lives of others is to look at your actions is a positive light – what’s achieved rather than what’s ‘not’ achieved.

By doing what you have done consistently, maybe, just maybe, someone higher will notice and you will get your chance. By all means make your feeling known but do not do it in a manner that jeopardises what you can already do for people – that would be daft!

Good luck. You’ll be great.

David

Hi Ian, sorry to hear about that. Sounds to me like a bad decision by the senior managers at your company. Probably they should have left things as they are and closed the other centre.

I don't think youre being paranoid- it does look as if senior management have "stuffed" your lot. My experience is that there's usually more to it than there first seems. Probably politics between directors or something like that.

I think you have to learn from this but it puts your senior management in a bad light and when you mess with peoples livelihoods like that it just goes to demonstrate how much they give a damn.

Bob

Ian, did the management give any firm reasons behind their decision ?

Maybe there is more to it than meets the eye ?

WW