With all the world improving and focussing on new and creative ways to create an efficient and satisfying workflow, it seems as if time has been standing still for T-systems.
People are seen as numbers and their performance judged by cold meaningless statistics. I see no problem in, and understand that large organisations as such need to rely on certain numbers to measure their targets and performance. The problem being is that the standard for "performing well" are completely lacking any form of logic and humane approach.
A handful of problems that I encounter as a customer service agent:
> Quantity over quality:
The clients or their problem/request are NEVER the priority, the amount of tickets (meaning that we are getting paid well) IS the standard though. In many cases I was even forced to drop a call in order to reach time targets, even though the client´s request could have easily been solved during the call.
> Blindly following protocol:
Inspite of efficiently combining certain tasks and looking for creative ways to resolve issues and inform customers, you are informed to follow the rules without raising too many questions. Proposals for improvement are not taken into consideration.
> The working tools and environment are just abominable. Systems, software, hardware and servers that do not function regularly, making it seemingly impossible to provide a quick and professional service.
> Very few incentives are given to keep you motivated; Forget about a paid Christmas dinner, company trip or any sort of friendly gesture to remind you that your efforts are appreciated.
> No professional training is given to new employees, who are simply put on duty without any proper practice or explanation. No additional training is available during employment despite being uninformed about many relevant topics.
> Worst of all; team meetings are a rarity, which would be such a good way for everyone to clear the air and improve as a team.
Kindly save yourself the trouble of getting acquainted with T-systems, be it as a future employee or potential customer
