Hell Tech Support

CE Meets (For all the Techs/Supervisors who have worked for Hell's tech support & have survived to tell the tale) In a CE meet,the managers would open a case (on which you got a dis-sat) and ask you "What were you doing when the agent took this call?". Who would ask such a stupid question??? Obviously an ID10T!!! Because :(((1 agent X 15 calls/day) X 5 days/a week) X 10 techs/team))) = 750 calls/week The supervisor could be doing anything from preparing the junk reports,filling the useless data sheets,doing the call audits (whose feedback never meant anything to the agent),deleting spam emails from the management or shitting in the loo while the agent took that call & screwed the customer's satisfaction. But to avoid getting "royally screwed" the need of the hour was to be give a diplomatic answer so that the managers would then move on to the next TL in queue. Parameters Every quarter , 'Hell' wanted tech support to focus on a new parameter. CE used to be a top priority until some nut-job asked everyone to focus on resolution.And all hell (pun intended) broke loose.CE went for a toss & so did Hell's business. This went on for about 2 quarters when Mr.Hell himself had to step in,kick that nut-job out & took over as COO/CEO/etc.He sent an email out stating that some tough decisions would have to be made.The next thing I was reading in news about mass layoffs. Also now we had app 24 parameters & still counting...(CE,XPR,ACL,ECA,Dps Rate,Dps $,etc).They said all are interlinked.I agreed.The more interlinked parameters,the more they get a chance to screw with the employees & remind that what a big mistake they made by working for them. People were VPJs (Virtual Parameter Jugglers). People had no choice.They would screw them for anything in red. The motto was "Give us a parameters & we will find a loophole in it." CE again came into focus.Already-existing-unnecessary pressure was further intensified.People started resorting to malpractices.The survey block thing is an open secret among all the tech support sites (badged or OSPs).Also was email tampering in case-notes.Why would anyone put his job in peril? Cause some a55h0le could not tell Hell that it was too much.They wanted the dollars,by hook or by crook.I am from a business family background.So it still makes sense to me.But not from the point of view of hundreds of employees. Businesses can be conducted without making employees feel,everyday,that they are walking on burning coals. ************* More to come....Feel free to comment on what you had experienced.