Why I Love My Account, Otherwise Known As “Is It All About the Money?"

1. First call resolution isn't part of our metrics. If it takes forever and a half to do the required task at hand (i.e. downloading, backing-up, etc.), it's even highly encouraged to have the customer call back.

2. We are not required to de-escalate an irate caller. In fact, the moment we hear the magic words, "I want to talk to a supervisor," or "I'm not happy," or when we (the customer and I) can't even agree about the issue within 5 minutes of the call's onset, then it's an automatic escalation to Tier 2.

3. We do technical support for devices that cater to a certain elite market. Therefore, it's easier to deal with customers calling in for help.

4. Better yet, we get those same devices as incentives.

5. The people I work with, from agents to support and leadership, are very pleasant and professional to interact with. No horror stories of power-tripping or ego-licking.

6. The cuties and and an occasional hottie or two on the floor make for lustful quickies in the c.r. during lunch break delectable eye-candy hihihihi

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A few days ago, the de facto operations manager of one of the line of businesses in our account asked me to smoke with her. She was ranting about her own immediate boss. But among the things that she was sharing, one particular thing resonated with what was somewhat occupying my mind the past few weeks.

"Alam mo, ganito lang yan, Ternie," she said.  "There are three things to ask when you're working: a) Are you being compensated well? b) Are you happy with what you do? c) Do you like the environment you're in? Pag-dalawa doon hindi pasok, e mag-isip-isip ka na. Maybe it's time to move on."

By the looks of it, a) is the criteria that's not being quite met. I'm just crossing my fingers that two-years worth of perfect performance grades would generously reflect in this year's salary appraisal. I won't lie and say extra cash won't be welcome at all.

But when it comes to push or shove, is the bottom line really all about the money?

Or am I just scared to get out of my comfort zone and start anew with another company?

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And it seems that fate dealt a wild card in my hand. My former operations manager just spoke to me last night. She's looking for four more people to support her line of business, and she wants me in her team. On the same breath, she said she'll understand if I refuse her invitation because it's going to be in the day shift (hence, no night differential).


Decisions, decisions, decisions.


Urgh.