I work as a call center agent and there is this incident where in we needed to change our key performance indicators to meet client demands.
Of course we were trying to find a run around to meet goals.
The change was effective the month of april.
The first week of april, we did what we did, and we didn't think it was THAT bad, because it wasnt communicated to us.
Then, april 3rd, an email was sent, saying there isnt any shortcuts to being the best, but still wasn't communicated that what we were doing was VERY VERY WRONG.
Then april 20th, we were sent a communication, that it is indeed a grave offense.
Now we are being punished for what we did not think had any bearing, because the communication was sent the 20th, and we are being held liable for the first week of april.
In my opinion, we shouldn't be held liable for that right, because it was the managements fault, they KNOW what we were doing the first week of april, but they didn't do anything about it.
Then when the management, specifically the operations manager was being questioned by the client, the OM sent that communication on the 20th, then now, they are wanting us to explain our side, but if they didnt like our explanation, they will terminate us.
They are also hiring 15 people to replace us.
So, i really think they are gonna terminate us no matter what.
Please I need help. I love my job, we wouldn't be looking for a runaround to be the best if we didnt love our job.
What can we do to keep our job, please help!