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if so can you tell me what a 'pool team' is / does?
cue funny answers about going to the pub...
but Ive worked as a kind of liaison with one and never would, but isnt "pool team" where particular numbers and hours are needed, and you sort it out between yourselves? Its to stop supervisors actually having to make rotas for night shifts or whatever and getting whinged at....
my initial thoughts were that it related to a sort of floating support team where other teams could pool resources. but then you get pooled called / ported calls so thought it could be something to do with that.
Usually calls are directed to people based on their skills - i.e. someone might have a Retentions skill, but not a Collections one. Generally when routing a call you target the right skill, but if no agents are available they'll sometimes overflow to a related skill group.
(over simplified explaination still seems complex)
I am not sure what a pool team is though. Is it a group of people who between them all handle a particular type of call coming in? So they have to work out holidays and cover for all the opening hours between them?
are some of the most crushingly depressing, soulless places on the planet.
Sorry, that is first world logic there, it beats working in an open face sulphur mine for 16 hour days using your bare hands and a baby strapped to your back. Close though.
luckily the ones I've worked for seem to be quite good companies in keeping staff morale up.
Outbound call centres & sales based ones tend to be way way way worse then customer service roles.
I even miss it sometimes.
it had such a school vibe & had incredibly bright and charismatic team leaders. It was a barrel of laughs when it wasn't busy and they often gave you free wine if you did well (especially during Christmas)
I have never heard of a pool team.
that turn out to be incredibly mundane. Helps the time tick by and helps keep the management in a job, otherwise their existence is futile. Or they'd have to go on the phones, which is probably worse.
I've never heard of that either but I can identify totally with what Steinbolt said. If you're just taking orders or taking information or dealing with queries, they're not that bad. If you're dealing with complaints or being made to flog stuff, prepare for a severe bout of depression and/or an alcohol/drug habit you won't be able to afford.
it's for some work i'm doing, i'm not thinking of applying to work in one.
having worked with T-Mobile and Orange's call centre infrastructure in the past.
Its fucking grim.
Don't know what a pool team is though. You should probably quit.