The problems with off shoring & outsourcing call centers.

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Ashton Deroy writes: Off shoring & outsourcing are legitimate business practices used frequent by fortune companies especially in the practice of setting up call centers. This allows the company to focus on their stock price, product development & Public image. However this has been mentioned to be a practice that economically annoys the public, antagonizes business customers and even shatters customer relationships with companies in some cases. What is wrong with the practice of outsourcing? Why is it damaging companies instead of bringing in benefits & furthering the companies?

Honesty & Transparency– Why is outsourcing perceived as dishonest? Think about it the representative is not working really to satisfy the customers. They are working to satisfy the needs or goals of the “Client”. In fact frequently when I was in call centers I struggled with seeing the line between “Doing the right thing” & “Pleasing the client”. What is created here is an environment where you try to please everyone and end up pleasing no one! The customer feels like they have no idea where your interests are at, then the client is mad because they have low customer satisfaction in some cases lower than their internal customer service teams!

(In call centers clients & company representatives rely on multiple sometimes contradicting key performance indicators to evaluate business success.)

They also randomize representatives to customers. Rather than provide direct lines which would establish connection and ensure customer resolution.  This process has frequently made me think the customer & representative relationship was much too unfamiliar.

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What is the better way to do this? The Employees should work directly with the client & customers. Why do it this way? The vendor has you work with company administrators who just become too many people. With a direct line to the employee/employees they can communicate common issues, trade negotiate concerns directly with the company reps & become self-empowered to resolve any customer issues. 

Customer perspective “I have my favorite StarBucks Barista on Facebook! Why can’t I have a direct line to a call center rep I like?”

Over estimation of external tools – Ever supported a 24/7 call center from the cubicle position? Then you know what I am talking about! You cannot run computers, software &other machines all day every day without the systems starting to go to shit. Call centers should NOT be making a 24/7 service promise. For reasons of business limitations, human limitations and tech limitations. Besides this a 24/7 call center requires employees to often work longer hours which wears employees down & increases company churn. If you want a 24/7 operation you should be sorting it out with many call centers taking a chunk of time. Not a bunch of call centers taking 24/7. Customer relationship management software, servers & dialers also start to fail after so much time in use. Which can make it feel like you are helping people with your arms tied behind your back. 

Over promising the employees We tried addressing this issues with meetings at my last job but an over promise is an over promise if no resolution is made. So what do I mean by over promising employees? Service contracts are negotiated between clients & call center companies. It is no wonder so many service terms on these contracts are violated as some of the promises have nothing to do with company infrastructure and everything to do with how many call center employees that show up for that day! Call center employees really try to make employers aware when things aren’t working but often it isn’t enough with their personal interests contradicting the interests of the business. Often this results in the business booking employee hours that employees are not willing to complete. Which can result in employee churn & schedule non-compliance.

What could resolve this? Democratically elected employee representatives. The Union is dead in North America and it is really a shame! If someone was writing down legitimate employee concerns & taking them to an admin they might just fix some of the employee issues. 

Honestly though despite the challenges of the job, call centers are the job of the future. No matter what line of business you work in you will have to provide customer support & resolution. If a center was able to meet my economic needs, or my scheduling needs. It may be the long term job for me. 

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Should we do more about mental health issues in Canada’s employment?

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Deroy, Ashton. “Hard At Work: Why mental health in the workplace is often misunderstood and stigmatized.” CBC.ca. N.p., 12 Apr. 2017. Web. 7 May 2017. <http://www.cbc.ca/news/canada/toronto/hard-at-work-mental-health-1.4067499&gt;. CBC reports according to the mental health commission of Canada 500,000 Canadians are left unable to work due to mental illness. Diana Skye, the person who does the content guidelines for the Toronto-Businessphere left me a question. Do I think Canada needs to do more for people with mental illness in the workplace? To explore this topic, I want to look at the job market, barriers to job access and regulations around mental illness in the Canadian workplace.

Job Market

Lets face it if you are a person coping with mental illness & you are on the job market. You probably don’t have a lot of long term work experience!  However you have these morons in career centers pushing what are known as Chronological resumes. These resumes leave you explaining how long you have worked at a job, why you left it so soon and etc. Personally, I omit dates from my employment history. Stuff happens and I find it rather unfair that the worker carries 100% of the blame for every prior job. 

Barriers to job access

You can’t get a job unless you have 2-5 years of experience in many companies, unless you have 100% availability and the job becomes your entire life. Lets be real, this is the situation in Canada at this time. That is why in many areas recreational spending is dropping, or people are turning over employment due to unhappiness. Here are just some of the things preventing you from getting a job. (Despite the ideals of regulations)

  1. Having Dependents – Children limit your availability and in many employer’s eyes hinder your ability to meet the demands of the job.
  2. Having doctor’s appointments – If you tell a company upon looking to be hired that you have to miss time for Doctor’s appointments. They will turn you away in the interview. I have seen this with fast food, customer service & Marketing jobs consistently! See they want to live in this idealistic realm where employees have 100% show rates. 
  3. Problems at home – This is a never ending see-saw. If you have problems at home, you will have problems keeping a job. If you have problems keeping a job you accelerate problems at home! This is why many people in situations of domestic abuse, coping with tragedy & or sickness will turnover their employment. 

Regulations 

https://www.ontario.ca/page/accessibility-laws – Laws promoting accessibility in the workplace. 

What needs to be done? In the industries we can, we need to throw out 11-12 hour work days! Either by making anything past 8 hours over time or banning it all together. We need to employ the 35 hour work week law. This way if you have stuff to take care of, it can be taken care of. Many mentally unstable people likely depend on themselves for all elements necessary to their own survival. When you work 40-50 hours a week that just gets too challenging! Lastly we need workplace audits, if a workplace has a ton of churn it is time for Employment Ontario to step in and ask

“Why is this place having people go in and out so much?” It shouldn’t be entirely up to workers to hold organizations up to legal standards (Not being met


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Small Business = Big pressure!

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Written by Ashton Deroy: Small Businesses are currently defined in Canada as Businesses with under 100 employees. With that in mind we should define a micro-business as a business with under 20 employees. 

A lot of people think if you work in a small business this takes away your pressure for high performance and professionalism. When in fact your small team and close knit relationship with your boss probably in fact demands a higher performance not less! 

While people may think it is okay to express stress by exhibiting bad attitudes at work. The fact of the matter is in a small business setting the quarters are much too tight between a boss and the employees to display that kind of behavior. As a result this cliche proves that you need to perform higher in a small business rather than lower. It goes to show Starter companies are not the kickback, feet on the table kind of businesses people expect them to be! 


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Higher stakes when employees under perform. 

Personal Capital at stake– Take it from Ashton Deroy an ex employee of two small businesses. When the boss has personal equity in the business and they know their ass is on the line. They are far more likely to care when you screw up! Far less likely to show sympathies bigger companies have the benefits of showing.

Running a small business is serious and if they have gotten the business to self-sustain you can bet the spent a lot of money to get there. I have worked for an ex Health food store in Brighton Ontario which has shut down and Willow’s Publishing on commission. Those were to examples of the most anal bosses I have ever had! 

Pressure to keep up – If you are the new guy on a 5-20 person team. You can start your job with your foot half way out the door because the first 3 months will make you or break you. Now is the time to shine, or pack your shit. Dangers of entering a business clique like this is working against the waves in motion, haunting productivity or going against the business culture. Your best hope is to assimilate and find your place in the business. 

Pressure to prove you are worth the cost – In a small business every puzzle piece has to fit. If you can’t prove you are worth the money, save the business money or generate revenue. You are out the door. 

To conclude weather you are the employee of a small business or the owner. There are a lot of pressures in play when use real money to self-start a real business. If you look to fit in to the small business culture prove you are a good investment, keep up at the job and prove you are worth every dime in your new job. If you don’t you will just be the guy who used to work for the small business company. 

 

 

Related articles:

http://smallbusiness.chron.com/stress-levels-business-owners-employees-4825.html

http://www.psychologium.com/7-signs-you-are-a-mentally-weak-person/

 

Men not adjusting to the job market

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Ashton Deroy writes: Every “Social Justice Warrior” will seemingly tell you “It is a man’s economy in Canada.” 

Social justice warrior: When mentioned on this blog it refers to someone who fights to further an irrational left wing ideal with not thoughts in to economic implications. 

However have you ever stopped to think about the status of under educated men in Canada? Weather it is the teller at the bank, the cashier at a grocery store or the waitress at the diner. The service economy of Ontario is being dominated by women. With our economy moving to suit the female worker where does that leave the men? In this article we will look at family role changes, economic viability & skill set required by men earning over $30,000 yearly. 


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Family role changes

Bush, Vanessa. “Father Courage: What Happens When Men Put Family First.” Booklist, 15 Mar. 2000, p. 1299. Canada in Context, link.galegroup.com/apps/doc/A61912631/CIC?u=king56371&xid=0b5472a3. Accessed 14 Mar. 2017.

In the source What Happens When Men Put Family First . You can see a much needed exploration of the changing roles of men and the different roles a father can have when men challenge the norms to their role. As well as the need for men to be economic providers and noticeable forces in the home. As a personal socio-cultural statement Ashton Deroy says “Men can no longer afford to be the beer drinking dads we see on TV. They have to help out with the home, the kids and the cooking. They can’t afford to be adult children with drinking problems as they are portrayed on TV in inaccurate statements about the middle class family home.” 

Economic Viability 

If you are a under educated lower middle class man, here are a list of job roles you will likely have: 

  • Customer Service
  • Manufacturing line worker 
  • Military 
  • Sanitation technician. 

As a man you will likely try to manage this role while splitting the roles in the household, trying to maintain a marriage or common law relationship and handling childcare. 

Cashiers that are women

According to statisticbrain

So according to Stratic  Brain one of the largest companies in the world hires an uneven amount of women in comparison to men for transactional processing.

Skill set required by men for higher earning

  • An education in Business, Technology, or construction 
  • Interpersonal skills for landing job interviews
  • High literacy in English, Mathematics and or systems operation.
  • Driving ability met with a valid driver’s license. 

Community engagement 

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Matt’s comment was in regards to men and women working as servers in a restaurant. 

This was Ashton Deroy’s replies. 

Replies

You can’t claim the role of women is changing without claiming the roles of men is changing as well. Men have a lot of demands to meet in this changing world in order to meet the demands of the economy, Family roles & skill sets in the work place. Furthermore this writer Ashton Deroy says “I would rather be an under educated female in our Canadian work place than an under educated male.” Chances are an under educated female has a better chance at getting a job, having a home with a family and an actual life. On the flip-side chances are an under educated man is going to have problems with employment and a bad home life. 

 

PTSD developed at Belwood Lodge & Camp.

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Written by Ashton Deroy 

Belwood Lodge & Camp is a summer camp for autistic people This could be a really great idea if the needs of their lodgers weren’t so high and their staff wasn’t under qualified. 

Where is Belwood Lodge & Camp? 

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Are you thinking about a hard working summer job at Belwood Lodge & Camp? Maybe double think that decision. Initially you have to wonder, why is this camp hiring unqualified people who simply have CPR & AED training for camp positions working with special needs people? Furthermore why are they considering hiring 16 year olds to begin with given the needs of their camp. As I get in to this article, the story only gets worse. 

Simply put after I left Belwood Lodge & Camp after a full summer working there. I had PTSD! What contributed to this? Well I can’t place all the liability on the camp, some blame does goes to them. For example not allowing their workers to get the appropriate amount of sleep before accommodating special needs people all day in the burning sun. That I blame them for. However I do blame my ex partner Christopher Rudan as well who was majoring in psychology of gender studies, sexuality and addiction who was also creating a hostile environment for me in my relationship whilst I was at the camp.  

The camp only gets worse from there. You usually worked 2 weeks straight at a time before you got a weekend off. The two weeks feels like torture considering the demands for the job. To their credit the camp prevents people from drinking and smoking pot on their campsite. Unfortunately, there are not enough safety precautions put in to protect the workers. Which in many cases are 16-18 year old kids with no substantial care qualifications. 

The dangerous disabilities of the campers range from needing assistance to bare their own weight, schizophrenia, Fragile X and more aggressive disorders as well. This is not a job suitable for kids transitioning from High School to college accademia. Rather than providing needed industry experience it provides trauma that people need professional mental help to recover from. 

Why just hear my opinion, look at the job reviews on Indeed.ca as well. Click the picture below . Administrators wrote most of the positive reviews so that is sketchy… 

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In March 2017 if Belwood Lodge & Camp tries to get you to take a job just say no. Save yourself from making under minimum wage for a job with demands that are far too high. Personal call outs towards administration include James Lortie for being a straight up dick to exhausted workers, Alix Oats for siding with her friends exclusively on work issues and Hailey Thatcher who is not qualified to carry, distribute and administer medicine. 

They wrote me up, I wrote them up. It gets really personal with James Lortie and Hailey Thatcher. Consider this my write up for you two idiot dick heads who NEARLY KILLED ME! 

 

Seriously if this camp is investigated I did society a favour. 

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Narrative: Been there, did this. Now what? 

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