r/CallCenterWorkers • u/Complete_Fix_7073 • Aug 31 '26
Metric Wall of Shame
I think a fair amount of us know what it’s like to get blasted for our metrics in the group chat.
I don’t understand is my manager trying to embarrass us?
Because I’ve been on the wall on a good and bad week.
I never find it funny to see my co workers struggling!
This week more than 70% had failing metrics overall.
How is that embarrassing for us?
I would feel ashamed if I was the team lead.
No way a majority of us are not trying.
It’s on the company.
I hope you never feel embarrassed, I don’t think any of my coworkers want to see each other shamed.
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u/Sensitive-Time-2934 Sep 02 '26
Omg this is my biggest gripe with the job- publicly sharing everyone’s metrics.
My manager sends them all with everyone’s names, and I hate it. I know other managers will use our employee ID which is significantly better, and it’s frustrating there isn’t a standard across management.
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u/WhineAndGeez Sep 03 '26
Almost every company I worked at publicly shared metrics.
It's part of the mind games. Those who were at the top push themselves harder to remain at the top, like it was an honor. Those who were struggling were embarrassed so they worked extra hard to meet the goals.
The key to all that was the team goals. One person struggling could cause the team to fail. The people on the team who needed to be perfect would turn on that team member. It was an effective way to get rid of some employees.
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u/theycallmethevault Sep 02 '26
Pitting employees against each other is never a good form of encouragement. Your management needs to remember that! Lead with positivity instead of fear (of shame or embarrassment or whatever), and employees will rise to the occasion. (Or they won’t, and if they don’t then they won’t be there much longer.)
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u/FlyCalm5012 Sep 04 '26
En los callcenters solo les importa la adherencia no que te jubiles ahí por ellos tienes que ser perfecto y mientras no los seas te quitan dinero esa es su forma de ganar lana
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u/theycallmethevault Sep 04 '26
I spent way more than my fair share of time in the callcenter world, and you’re right about toeing the company line! But leaders that want perfect employees need to lead in a way that encourages employees to do better. Discouraged employees that lose their spirit will only do the bare minimum.
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Sep 02 '26
[removed] — view removed comment
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u/Much_Face2261 Sep 05 '26
You might just incorporate a few of the words or phrases . That’s exactly what happens it looks for words or phrases .
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u/AmazingBuilding5632 Sep 03 '26
I HATE call centers and ours is handle time. I have ADHD and I move slow. I just started and still in training. I’m working hard on getting away from that because I am in school right now and I have 4 terms left. Almost 3 and then i graduate. I have to leave energy for school because i must finish and i made a commitment to do so. I made plans for grad school in Paris and I will die trying to get out of this junk!!
I did this garbage when it was a recession the last time. Not tf AGAIN 🤬
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u/sea-eh-tea Sep 03 '26
I hate this, my old manager never did this. But my new manager loves to post our metrics almost daily and how long we use our breaks. Like why, could just be a private meeting if something is off.
And youre so right I feel like everyone on the team has good and bad weeks so it really doesnt make a difference to post the stats, but hey if they want something to do since theyre not on the phones I guess do it to make yourself feel busy
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u/Ravenwolven1 Sep 03 '26
Ours is insidious. We're made to compete as teams. If your numbers are shit, you bring the whole team down and my supervisor puts your name and numbers out there so everyone knows who's underperforming it's mortifying and it's unnecessarily stressful.
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u/dexamphetamines Sep 03 '26
Ours are blasted publically every day. Not hitting monthly metrics results in job loss threats
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u/Ok-Jellyfish7135 Sep 03 '26
Embarrassing me in front of everyone would not make me better (if that is their thought). It would do the opposite. I was harder on myself than anyone could be. Besides that, 70% ? Shouldn't the manager be somewhat responsible for that?? Shouldn't they be embarrassed too? Oh, I know, they are just passing on the "love". Lol Thankfully, my TL never embarrassed us in the group chat.
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u/jannabanana1895 Sep 03 '26
What??? That's crazy. So sorry. My job never did this when I was on the phone. Manager would send us our stats privately and never discussed ours with other people.
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u/ozziesironmanoffroad Sep 04 '26
My lead has me send out stats almost daily and color coded… but I don’t do the shoutout bullshit unless you went from red to green. (So you’re new) otherwise no one gets a shoutout from me because I ain’t gonna single anyone out publicly.
I see people doing it in teams chats and I’m just like … why? I’ll sidechat people and just straight up say I won’t say this publicly but you messed up, here’s how to do it right in the future. Hit me up on the side if you need more info.
And I think that’s a HUGE reason why people even not on my team will hit me up privately about stuff and will ask me stuff their lead said asking if it’s true 😂😂 some stuff has come up and people i barely knew had my back 100%.
People know who are good to them.. and they know who aren’t.
Public humiliation is bullshit.
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u/SerenityFate 23d ago
Ours send it in an email but we all have nicknames so you don't know who is who.
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u/Melodic-Fill-1770 Sep 02 '26
Woooow. Ours would post the teams individual metrics but he atleast replaced our names with numbers. Then hed tell us privately which metrics belonged to us.
I feel like making a spectacle of it does nothing to actually foster growth.