I'm sure this exists already, just looking for pointers.
Say I've got a room full of ten people, each of whom has a phone (a call center).
Let's say one person now wants to take a bathroom break.
What kind of system would now re-route this call to one of the nine remaining operators (or put the caller on hold)?
A PBX (Private Branch Exchange). Also known as a 'switch'. They have various configurable algorithms for ring-down (i.e. routing calls to a number of targets). It's probably easy to get one that would allow an operator to punch in a 'not available' code, or with the right phone set just push a 'not available' button.
You wouldn't want your operator to put someone on hold while they go for a break, but that's a training issue.
If you just had 10 people and you didn't envision expanding you could probably do this with a key system as well -- that's the kind of system where the phone has one button ('key') for each line, and you push the button for the line that's ringing to pick up. With a key system you wouldn't have to have a 'bathroom break' code because the call would be available to everyone. Key systems used to be quite different and less expensive than PBXs, but these days the smarts are cheap and they are looking more and more like each other -- so you probably pay by the line no matter what.
If you're seriously considering this look in your yellow pages under phone installers -- the better ones do this sort of stuff all the time and will be able to guide you through the process.
-- Tim Wescott Wescott Design Services http://www.wescottdesign.com Posting from Google? See http://cfaj.freeshell.org/google/
Thank you for the reply.
My wife told me she saw a news show which reported on call center conditions in the Philippines. There were complaints from staff that they were so busy they could not even take bathroom breaks, and many suffered from uterine tract infections.
While this may not actually be true, I was curious what technology was available.
Thanks,
Mike Darrett
-snip-
You must realize that this isn't a technology issue -- employers who aren't limited by conscience will do what they can get away with, and will use any excuse that they can -- including invented technology deficiencies. Unfortunately employers who _do_ have consciences often find themselves to not be competitive. Adding insult to injury, they rarely find themselves in the news being lauded for being good guys.
-- Tim Wescott Wescott Design Services http://www.wescottdesign.com Posting from Google? See http://cfaj.freeshell.org/google/
Ureter infections are caused by a lot of things and I've no specific knowledge about them being caused by "holding it." But a real threat might be a burst bladder if forced to continue long enough. Such an event led to an infection that killed Tycho Brahe, ten days after a dinner hosted by Baron of Rosenberg, when he refused to take a relief break as a matter of perceived etiquette.
It's unlikely that expensive, US-marketed solutions will help. Even if the technology is available there would be the entire question of supporting infrastructure (parts, service, roads and transportation, etc) as well as capital expense to start out and any training needed. The simple, low-tech, low-infrastructure solution is to allow them to go to the bathroom.
Jon
~crunch~
I googled UTI too, and I'm doubtful myself. So many things on The Filipino Channel are just not true. But the possibility that it is true intrigued me...
Are they expensive solutions though? The "key" system sounds competitive and humane - reward the employees based on the number of "keys" they were able to process. If you're sick that day, you won't kill yourself at work...
Then again, bad management seems to be the norm rather than the exception... unfortunate. Not only in third-world countries, but in the US too:
Thanks all,
Mike
-- snip --
Holding it in can cause your bladder to lose muscle tone and not be able to expel all the liquid*. Bacteria have an easier time living in the retained liquid than a nice, empty bladder. Also, folks who aren't allowed to take bathroom breaks tend to drink less** and more concentrated urine _does_ lead directly to problems.
It's unlikely that _any_ technology-based solutions will keep a**holes from being a**holes. Things aren't so bad in the US because we have moderately strong labor laws***. As long as the countries in question allow their employees to be abused it will happen.
** well, smart folks.
*** Which are, on the whole, in my opinion, about right. Too lax and you get sweatshops like the ones in the Phillipines, too strong and you have a situation like you get in western Europe, where it's easier to get divorced than it is to fire someone.-- Tim Wescott Wescott Design Services http://www.wescottdesign.com Posting from Google? See http://cfaj.freeshell.org/google/
But isn't France just a WONDERFUL socialist country ?:-)
...Jim Thompson
-- | James E.Thompson, P.E. | mens | | Analog Innovations, Inc. | et | | Analog/Mixed-Signal ASIC's and Discrete Systems | manus | | Phoenix, Arizona Voice:(480)460-2350 | | | E-mail Address at Website Fax:(480)460-2142 | Brass Rat | |
So far so good... :)
*All* of western Europe?I haven't been there since I was a kid (13)... I remember the SNCF trains...
But in the US, particularly for skilled professionals, you can jump ship at the earliest opportunity to go work for someone sane. Sometimes you have to keep your head down waiting for that opportunity, but it almost always comes.
I had the pleasure of starting at a company that pulled this sort of thing. First, I was warned so I just never worked more than I was willing from day 1. Second, as soon as the job market jumped up 1/4 of the engineering department, including more than 1/2 of the software folks, left. Boy it was entertaining watching management scramble to keep those of us who were left (and the absurd raises were nice, too).
-- Tim Wescott Wescott Design Services http://www.wescottdesign.com Posting from Google? See http://cfaj.freeshell.org/google/
Oh give it a break. First, you're in troll mode, and second it's not just France by any stretch.
And it isn't all that good -- in return for not being able to fire you, ever, employers tend to view job-changers with deep suspicion. Where in the US you can get a different job every two or three years* and be seen as a tad aggressive, in most of western Europe (AFAIK, I've only heard stories) changing jobs more than once or twice really brands you as not being a team player.
-- Tim Wescott Wescott Design Services http://www.wescottdesign.com Posting from Google? See http://cfaj.freeshell.org/google/
-- snip --
That I can't say for sure, particularly since I've never been involved in firing anyone outside of the US, and I've never tried to get divorced anywhere at all. Hopefully we'll get some input from western Europe, and then we'll know. If their abortion rules are any indication it's harder to get divorced in Ireland than other places, so maybe that'll carry some weight...
-- Tim Wescott Wescott Design Services http://www.wescottdesign.com Posting from Google? See http://cfaj.freeshell.org/google/
This sounds an *awful lot* like Jim Thompson's communist arts professor in ARIZONA, who was caught and had to be paid a lot of US $$$ since he had tenure...
Jim... any comment?
AFAIK, it's easy to get rid of employees in the UK, just difficult to do it cheaply (ie. for 'cause') except in the most extreme of circumstances.
In some cases (management employees of quite long service, high level of commitment such as relocation etc.), I think it might cost the employer a year or two's worth of gross pay. Probably reasonable from the employee's pov, but it would make one reluctant to hire..
Long-term OLD employees generally can command a large severance. Otherwise the employer has to face the possibility of an old-age discrimination suit.
...Jim Thompson
--
| James E.Thompson, P.E. | mens |
| Analog Innovations, Inc. | et |
| Analog/Mixed-Signal ASIC\'s and Discrete Systems | manus |
| Phoenix, Arizona Voice:(480)460-2350 | |
| E-mail Address at Website Fax:(480)460-2142 | Brass Rat |
| http://www.analog-innovations.com | 1962 |
I love to cook with wine. Sometimes I even put it in the food.
Tenure is supposed to protect professors in particular... to grant them academic freedom and make them relatively immune to political pressure and summary dismissal for espousing ideas that happen to be unpopular at the moment. The employment laws I'm talking about are for everyone*. A salesman doesn't need academic freedom.
Best regards, Spehro Pefhany
-- "it\'s the network..." "The Journey is the reward" speff@interlog.com Info for manufacturers: http://www.trexon.com Embedded software/hardware/analog Info for designers: http://www.speff.com
Salesmen usually use poetic (or artistic?) licence - is that the same??
Cheers.
Ken
...
...
That's simple - just outfit the call center with toilets instead of lounge chairs.
-- Flap! The Pig Bladder from Uranus, still waiting for that hot babe to ask what my favorite planet is. ;-j
Lying. And they should get fired, with enthusiasm.
Best regards, Spehro Pefhany
-- "it\'s the network..." "The Journey is the reward" speff@interlog.com Info for manufacturers: http://www.trexon.com Embedded software/hardware/analog Info for designers: http://www.speff.com
Hands-free Mobile Phones - no need for a break, one can "drop a mallet" (as we say 'round here) while talking to cutomers ... "yup sir - I am riight outside this lovely seafront property now; just listen to the waves" ....
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