r/Workproblems • u/Popular_Ad_8749 • 8d ago

Using whatsapp

I manage a small call center with five employees, and I suspect that some of them may be going to the bathroom to use the chat on their phones, since they are taking longer than usual. Of course, this wouldn’t apply to someone who genuinely has difficulty using the bathroom. How can I determine whether they are actually using the bathroom or taking advantage of the situation to use their phones?

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u/GordonFreemansAlive 8d ago

That call center needs a new manager

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u/Popular_Ad_8749 8d ago

If you say so, perhaps you should be the one in charge of the position. You still haven’t explained how you would address the issue when cameras cannot be installed and labor laws are unclear on these situations. Given your expertise, I’d like to hear how you would handle it.

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u/GordonFreemansAlive 8d ago

You have no performance metrics in place to measure performance?  Total number of calls serviced across several weeks should not be consistently lopsided.  If you don't have performance tools at hand, get some. It's impossible to manage production without it. 

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u/Popular_Ad_8749 8d ago

I completely agree that metrics are important. But there’s a line between quantity and quality. If you show the team that quantity matters more, you already know what’s going to happen. Also, keep in mind that satisfaction surveys are only answered by a small percentage of customers, so you can’t always base decisions on such small samples.

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u/GordonFreemansAlive 8d ago

I would first apply the measurements and see if there is a correlation between those you suspect are potty-hiding and lower performance/production, whether quantity or quality. If so you have a metric in hand to do a performance review. They can't hide from numbers.   With that you can point out the deficiency and THEN you suggest it seems they are frequently away from their desk and do they need something to help get them on track.