Friday, September 24, 2004

Average Speed of Stupid

As the end of the month approaches at the Help Desk, it turns out that our ASA (Average Speed of Answer) statistics are down. We are contractually obligated to answer all calls in an average time of 35 seconds. Typically, one can answer within a few seconds but if things get busy, those waiting in the queue can wait for several minutes. It has to average out to under 35 seconds.

However, our numbers this month are over 40 seconds. So, for the past week we have been getting regular messages from The Powers That Be that we need to keep out talk times down and stay available.

Coworker A** was off sick yesterday and was still sick today when he came in so already he wasn't doing well. As noontime approached I noticed that he was gone and another coworker told me that he was sent home in a huff for taking 3 minutes too long on a scheduled break.

I can't be sure until Monday but I figure what happened is that D****, a team lead and the kind of person how counts every bean, made a stink. Art responded in an insubbordinate manner because he was not only physically sick but also tired of D****'s behavior. And D**** sent him home. Art didn't care because he didn't want to be there in the first place.

So, with it being vitally important that calls be answered quickly, D**** has sent home one of the more efficient and productive workers at the Help Desk. How does that help our end-of-month metrics?

I saw the Project Manager talking to D**** and might guess that he was going over the same problem with D****'s math. It's happened before. D**** and I have come to words on numerous occasions.

Half an hour later I was to leave early to go pick up my daughter at college. That would bring the Help Desk down another highly productive worker. I wonder if D**** was reminded of that as well.

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