Tuesday, September 05, 2006

Mandatory overtime

Users have a hard time remembering their passwords over the weekend. And another day for a holiday and it's even worse. And, since we are still sorely understaffed even though management seems to be hiring new analysts on a b-weekly basis, they needed to come up with a way to take care of the increased workload. Thus, the brilliant idea of having everyone come in an hour earlier.

In the end, I don't think it made much of a difference. I took 70-some calls, a rate I would call typical for a Tuesday after a holiday weekend with no other drastic surprises. The extra hour I spent on the phone in the morning fielded 5 additional calls which really didn't affect the overall numbers. We had queues at the times we typically have queues. The wait times were pretty much what they've been recently.

Hey, I've got an idea. Instead of overworking your already overworked and underpaid employees, how about paying the people you've got and the new hires what they're worth and give them proper training. That way, they'll stick around for more than a few weeks and you'll be able to get the Help Desk up to the proper staffing levels.

Or, you can continue to cut corners. Cut costs. And produce a crappy product so that when the contract comes up for renewal, The Bank decides they aren't getting what they were promised and dump your sorry asses. Oh wait. That's not going to happen for another three years.

No comments: