Alok Nanda’s Demonstration of Ruthlessness
Call Center. Stats or metrics are the name of the game. Unlike in a manufacturing company where the quality of the output or of a finished product speaks for a worker’s productivity level, the set-up in a call center rely mainly on the tools it created to gauge an agent’s performance. From these tools, the management relies on the numbers it reflects. There shouldn’t be any problem if that’s just the case. The thing is, these tools always require human intervention—a human mind to interpret the digits or characters they display. They call these numbers “stats” that when they are summed up, it can either make or break your career. It is in this respect that you can doubt that at some point that biases can possibly occur. These tools—I suspect—are open for abuse. This was the case that I saw coming—but didn’t realize it could happen so soon. This manager from India who oversees our calls one night picked on me. His accusation? Poor enunciation. My calls, according to him were unpleasant....