quelle/essen (2)

text in german
This is a (very) short version of a report on Quelle for the hotlines-leaflet no. 2 on the intensification of work (December 2000):

I work at Quelle and see every day, how they try to make our 8 hours a intense as possible. They introduced standard phrases in July 2000 and keep an eye on whether we use them word by word or not. [See the hotlines-leaflet on that on the website]. We do not just get external control calls, no, they even call us from inside the call center to test whether we use them 100 percent. That is analysed on a group-level and documented in front of us everyday. Nobody cares that we feel like recording tape. And we are asked to show top quality, take time for the customers, create a good atmosphere in the conversation and get accross the famous smile in the voice. Those are the criteria the quality managers are using to assess our performance. So we shall use the standard phrases, show "top quality" (as our boss always points out) and meet the average of 22 calls an hour. How should anyone not be stressed out?