How are the CM's who take PS "rated"??

[Uncleromulus]

Every now and then I'll read a post about someone who had a bad experience making PS. In my two cases it was CM's who could hardly speak English. But most often it's seems to be about CM's who are curt, abrupt, unhelpful, hang up after a few minutes, etc.

Which makes me wonder about how their job performance is handled. Could it be that they are rated just on the # of calls they handle each day??
CM "A" goes out of the way to help someone with alternate times, alternate restaurants, etc. CM "B" is quick, abrupt, not interested in any "small talk" won't look on the computer any further than necessary. At then end of the day, CM "A" has taken 40 calls and CM "B" has taken 55. Management deems CM "B" to be a top gun and an excellent performer, while CM "A" is obviously slow, sluggish and in need of assistance in job performance.

Could this be the case? I know from personal experience it's the way things are done in some outfits, so maybe at Disney also. Keep in mind--I don't KNOW if it's true. I'm just asking if anyone else does. If I am CM "A" , it wouldn't take long to convert to CM "B"

(THis post might be read in conjunction with the "Testy CM" thread on the Theme Parks board)

 

[Fromeurope]

Maybe some CMs are just more talkative than other CMs ?

 

[Cindy B]

My Dh works as a lead in a phone computer service company. He's been in this business for a LONG time.

In his company there is a rubric (matrix) for type of calls. There is a set time for calls but there is also a set of criteria that needs to be accomplished with each call, as well as the customer feeling great. Plus calls are timed, and monitored.

There is a lot of pressure to perform. However, once you know what you are supposed to do there is more "wiggle" room to be yourself. My DH gives his customers very good vibes while working on complex issues.

While the one may have gotten more calls in, it is the quality of the call as well. If his techs pass off calls that they could handle these techs are called in for "padding thier stats".

 

[Uncleromulus]

Of course the "timed" call could work in favor of CM "B"--gets things done timely, serves more customers than "A". Long time per call ="NO GOOD"!!!

I keep thinking of a friend who used to work at a SEARS repair center. The wise ,veteran mechanics would go through the repair orders looking for easy marks. My friend (new on the job) would just take what came up next. Sometimes it was a repair that needed lots of parts, and lots of time to complete. The supervisors could care less-every week my friend was told he was "behind" in the # of repairs he completed. He wound up quitting.

 

[BCV23]

Someone who works in Disney's Reservation Center replied to a post about dress codes. I think we should keep bumping this until she hopefully sees this and helps. I think it is a great question.

It is just a guess on my part but I don't think WDW is as rigid as some other call centers. I've had CMs who read me the "must have park admission, no smoking, arrive 5 minutes ahead" spiel for each and every reservation even as I make 15-20 of them. Others go through that once or twice and then we zip through after that.

I guess I'm just lucky because in all of my many calls for dining and rooms, I had one CM member who was on the verge of being rude and another (whom I've had twice) who is just a little snippy. Everyone else has been friendly and helpful. Even the ones I've had who I could tell didn''t know much about the restaurants have been delightful anyway.

Anyway, here's a bump!

 

[RedNeckChik13]

We are rated with a quality monitering type grid. There are certain standards that we must follow (greetings, understanding, personalizing the calls) and they listen to our calls and if we don't follow then then our ratings are dropped. If our ratings are too low for too long then we are coached and if that doesn't work than we are done.

 

[BCV23]

Hi Kali, so you are just rated by quality not quantity? How refreshing! Perhaps that is why making those calls to DRC is a pleasure unlike those to phone companies, computer service, etc.

Thanks for your response.

 

[2kidsnutsfordisney]

My MIL used to work for their call center and I know that on several occasions she talked about how they were rated or evaluated. I know that each of their calls is timed. The length of their calls is very important in their evaluations. My MIL mentioned on more than one occasion that those calls can become very difficult to end when the other person is very talkative. Disney highly encouraged them to be polite and courteous but not overly chatty. She also mentioned that they are not supposed to give any additional information but rather to answer the question in the most direct manner possible. I also know that when a customer sends a comment to Disney regarding service (good or bad) that really plays a large part in a person's evaluation. She received many positive comments and I know that she got little perks, etc. from those comments. Hope this info. helps. I know that when I have called I have usually gotten very helpful and nice CM's but try to remember that even when I get a short or snippy CM that perhaps they are just having a bad day - not acceptable but it happens

 

[DianeV]

I just had a guy the other day when making Fantasmic PS who was very short and to the point..and talked very loud! As soon as the "business" was over we were done!

 

[erikthewise]

Seeing that Disney wrote the book on customer service, one would think they would do better than Sears. If the system rewarded number of calls only, then our experiences would be a lot worse than they are.

But it is quite possible that some of the CMs THINK they are being judged only on number of calls, and others who just don't "get" the Disney way.