Customer care staffs are suffering under the rule Ruchir

THIS WAS AN EMAIL WE HAVE RECEIVED FROM CARING PERSON OF CUSTOMER CARE. THE EMAIL IS AS IT IS, NON WAS CENSORED OR EDITED. MAY GOD BLESS YOU ALL AND MAKE YOUR DREAMS COME TRUE. FIGHT FOR YOUR RIGHTS.

Dear insiders of WTM,

I would like to give an update of customer care of WTM. Here is the mail which was sent to Customer care yesterday, and below, the real truth!!

From: Ruchir Ravi Arora
Sent: Wed 11-Jul-07 5:01 PM
To: Abdulla Saeed; Abdulla Waheed Imad; Ahmed A. Raheem; Ahmed Afzal; Ahmed Anees; Ahmed Aseel Afeef; Ahmed Aziyad; Ahmed Naaim; Ahmed Raoof Mohamed; Aishath Aafareen; Aishath Fazla; Aishath Hushama; Aishath Reema Ahmed; Aishath Vishamath; Aishath Yashfa; Ali Nihad; Aminath Shafza Arif; Aminath Zifa; Ashiyath Villinee; Fathimath Hanyn; Fathimath Reeny; Fathimath Shiruvin; Fathmath Asra; Mahthooma Mohamed; Mariyam Ahmed Didi; Mariyam Shiyama; Mohamed Ismail; Mohamed Shaneez; Mohamed Shiyam; Nafha Mohamed; Siyaadha Siraj; Usha Fahumy; Mohamed R. Ibrahim; Dhiyana Afeef; Ahmed A. Raheem; Fathmath Fazna; Fizana Ibrahim; Agisa Hadhy; Mohamed Ashraf; Aminath Irufa; Ahmed Abdulla 2; Aishath Saadha; Ali Riyad; Aminath Rukhshaar Mamdhooh; Mohamed Shaaneez
Subject: reminder

My dear CCRs and Supervisors,

I hope each one of you find this mail in the best of your health and spirits. I just wanted to ask all of you about the work atmosphere and your perception about our department so far? Don’t tell me things have been very tight………..cos I frankly feel just the opposite. Supervisors have been very lenient with you all and so am I with them….rite guys? But things have to be changed for betterment. After all we have to regain our image of the best department of the company and even have a huge responsibility to pull the overall performance of our company by displaying our capabilities and executing excellent customer service. RITE?????????

Off late I have seen lots of sloppiness and negligence from my team and I am very disappointed. We all know, we had few “not so fortunate” staff who had to leave our company due to some reason or the other, but the most unfortunate part is that none of us realized that our service level doesn’t have to drop. No one stood up to the challenge………and this is very sad for a TEAM like us. There are lots of absenteeism and late comers, and on top people going on long breaks, even with less ccrs taking calls. CPU agents and corporate teams……….don’t u feel sorry that you all are enjoying two offs when your front office team members gets only one………..it’s not your responsibility dhooo???? It’s either your department head or the supervisors’ headache………

OK so again I have to take the tough decision……………NO OFFS till I see a reduction in the number of sick leaves……..I am a devil rite? What to do? its my responsibility to make sure the service level is maintained…….and It’s you guys who compel me to do things like that. I see people roaming on bikes and laughing with friends in the evening while bringing medical certificates next day cos they JUST didn’t feel like coming to office…

Secondly, there is a copy of the policies with your supervisors and even with HR department. I would prefer each one of you to go through it as from next time no excuses would be tolerated that we didn’t know or no one told us.

So guys enjoy the work rather than taking it like a burden………it’s your work, your department and your responsibility, but only if you realize and act responsibly….

Thanks for support and cooperation.

Lots of luv…

Ruchir

Lenient: What is meant by Lenient? Legally accepted diseases are not approved as a disease according to Ruchir.

betterment: Will this work?

regain our image: With Ruchir, Customer Care can't regain their image. They need a good leader.

RITE?????????: Is this an official mail?

none of us realized that our service level doesn’t have to drop: Well! Ruchir and the management is not reallising that they need staffs in place of the leavers of WTM.

lots of absenteeism and late comers, and on top people going on long breaks: A few staffs are doing these things, and these staffs are th ones who are closest to customer care supervisors (Hanyn and Reeny). No actions are taken against them. About long breaks, Ruchir is the one who amended the policy that says that Customer Care Staffs will get half an hour break. He amended so that CCRs will get one hour break. Most IMPORTANT thing is that all CCRs are working 35 hours per week excluding breaks. Even if a CCR doesn't take one hour break, he/she is not paid for that. There are no rewarding words for that. So whats the use of taking short breaks??? Even if a CCR take half an hour break he could leave the same time as the CCRs who takes one hour break. Who is responsible for this??? Management or the CCRs??

less ccrs: Why less?? Two batches of employees are trained starting from last December for Customer Care, and third batch is having their training now. Where are all the staffs??? Why are they leaving??? Who is responsible for this??? Where are the brave team coaches?? Why are they leaving???

don’t u feel sorry that you all are enjoying two offs when your front office team members gets only one: Oh GOD!!! Are they really getting two offs?? In the duty roster there might be two offs in most weeks. But the supervisors (Reeny and Hanyn) are calling them on off days to CPU agents and corporate teams to take 929 calls.

Tough decision: Tough not for Ruchir

NO OFFS: Oh! Where are the human rights??

I see a reduction in the number of sick leaves: Without offs, it is evident that more people will get sick.

its my responsibility to make sure the service level is maintained: How could Ruchir do this? when he don’t know about call centre.

a copy of the policies with your supervisors and even with HR department: Well, what’s in it? There is no way that they can force the staffs on seven days a week.

enjoy the work rather than taking it like a burden: His staffs are humans, not robots.