WAHM Forums

Just wondering what everyone thinks about the new score cards and how they will affect earnings? I'm a little scared about the data base answers, since I use them quite often. Just want everyone else's opinion....

I wouldn't worry too much about it. As long as you are using the database answers correctly and not using them to "game" the system (aka sending without looking at the source or making sure the answer actually addresses the question), then you're fine. They WANT you to use the database answers! It saves you time and kgb money since you can move on to another question quicker.

It is actually in our feedback responses to put something about good job on using a good answer in the database. So, I think you're fine! :)

The scorecard, I don't know... I think it's probably a good idea. I think a lot of people just breeze through their batches without really looking at them, so giving them numbers will probably help them see where they are going wrong and what they are doing well. I'm anxious to see how I do, too!

Right. I'm not really worried so much about the scorecard, I guess I read the whole email wrong and got worried for nothing. I'm glad they are going to do them, because there are a lot of agents who don't care and send out anything. I guess time will tell how it's going to work out for everyone.

I wouldn't worry too much about it. As long as you are using the database answers correctly and not using them to "game" the system (aka sending without looking at the source or making sure the answer actually addresses the question), then you're fine. They WANT you to use the database answers! It saves you time and kgb money since you can move on to another question quicker.

It is actually in our feedback responses to put something about good job on using a good answer in the database. So, I think you're fine! :)

The scorecard, I don't know... I think it's probably a good idea. I think a lot of people just breeze through their batches without really looking at them, so giving them numbers will probably help them see where they are going wrong and what they are doing well. I'm anxious to see how I do, too!

I have never been reviewed yet, so I can't even look at any batches to know how I am doing. (except the sim one)

I have been reviewed twice this month already (by the same QA). I honestly don't think she even really looks at them.

i don't think i've been reviewed either except in sim. but i assume i am doing ok - especially cause i don't make more than $2/hr. will have to look for other stuff if i can't make more than that tho.

They usually review a batch every 400 messages.

I do about 100 a day and have been working for 2 1/2 months, and have yet to get a review. So I don't thats the criteria. I just think it depends on your reviewer.

QA was told that the batches get pulled every 400 messages. I think something is wrong with their system because there are only a few review batches available per day. QA used to have a queue filled with reviews. No one has a QA asssigned to them. It is the luck of the draw when the QA presses the reviews button.

It's disappointing for the SA who has never been reviewed. They may think they are providing ACE answers with cherries on top, but without being reviewed they don't know for sure. I think constructive criticism and guidance to improve makes better SA.

All I know is quality is currently declining once again. It makes a poor user experience since there are so many not up to par answers in the database and more are added daily. I know I have been giving the pantsify button a workout.

I hope this scorecard will help, but without timely reviews it is a tool that gets left in the tool shed looking pretty.

I agree. We need those reviews to:
1. Weed out the bad seeds, bad answers, and people who do not meet standards
2. Help agents who don't realize that they need improvement.
3. Eliminate gamers (because they make it harder for the people who actually follow protocol)

Some of these bad answers or failures to follow protocol are hurting the company. We get many complaints everyday and it's not a good image for the brand. We need more reviews, but I think that it all boils down to money. If we get more reviews, then kgb_ has to pay a few people a bit more money. So cutting back on reviews is saving the company money in a sense. It's not worth it to me because if we keep losing customers then we will never be able to recuperate what we have lost. I want the company to do better but some of these answers need to improve. And what are the penalties for the agents that repeatedly give out horrible answers or the people that game the system? I question some of the answers given by a few top earners. I have seen some their work, but has kgb_?

I finally got to reviews. I think it was weird that one said not a valid source and I used the lyrics source. So not sure whay it was invalid. The other was I used kgb as a source. No other source could be used for that question..It was should I make jason give me his sandwich, it looks good. And I replied something like yes you could ask him or better yet, make him go get you one too! How do you source something like that? But in all my reviews were fine.

I finally got to reviews. I think it was weird that one said not a valid source and I used the lyrics source. So not sure whay it was invalid. The other was I used kgb as a source. No other source could be used for that question..It was should I make jason give me his sandwich, it looks good. And I replied something like yes you could ask him or better yet, make him go get you one too! How do you source something like that? But in all my reviews were fine.

Did you link directly to where the song lyrics were or did you link to a lyrics homepage? If it was just the main homepage QA is instructed to mark those as invalid. You need to source exactly where you got the information.

kgb.com should only be used for kgb_ related questions and those listed in sources, such as no answer no charge.

For the should Jason give me his sandwich question. You could advise the texter to ask Jason for a bite or if he would share or like you suggested to buy him one too. I would like to a sharing website or if I suggested getting one of my own a sandwich shop like a deli or Subway.

I agree. We need those reviews to:
1. Weed out the bad seeds, bad answers, and people who do not meet standards
2. Help agents who don't realize that they need improvement.
3. Eliminate gamers (because they make it harder for the people who actually follow protocol)

Some of these bad answers or failures to follow protocol are hurting the company. We get many complaints everyday and it's not a good image for the brand. We need more reviews, but I think that it all boils down to money. If we get more reviews, then kgb_ has to pay a few people a bit more money. So cutting back on reviews is saving the company money in a sense. It's not worth it to me because if we keep losing customers then we will never be able to recuperate what we have lost. I want the company to do better but some of these answers need to improve. And what are the penalties for the agents that repeatedly give out horrible answers or the people that game the system? I question some of the answers given by a few top earners. I have seen some their work, but has kgb_?

Amen, I sit here looking at the email sent out about top earners and I wonder. There is absolutely no way they are making that type of money and following protocol. Even autofilled answers are supposed to be verified, there is no way they are doing that and making that kind of money. I love those ones that come back with a bad response and I have to forward them to RH because people are not doing their jobs. Notice you do not get paid for RH. I work very hard when I log in and the fact that there are those out there taking advantage and nothing happens to them makes me furious, it just makes those that are proud of our work feel that we are not getting the kudos that the ones that breeze through the work with bogus answers, none sourced answers ( I saw one the other day sourced as ME) mad customers etc are the problem I have considered speaking with my Team Mentor but do not want to be a tattle tale however I get gripped at if I send to many to RH the only reason I ever do it is when it is a complaint. Sunday I saw a complaint that was RTQ twice rather then being sent RH. Or RTQ with the comment end of shift do people think that if the had a brick and mortar job that they are allowed to leave in the middle of working no you finish what you start!!!

I spent an enormous amount of time in the training I wrote most of it out long hand ( I remember better that way) however I also have it to refer back to if necessary. I wish some of the agents spent 1/10th of the time I did maybe they would do the work correctly or maybe they are just after the almighty dollar

I also wish many of the agents in the work stuff chat would keep their mouths closed if they want to be rude. Yep agent was rude to me someone else called him out I ended the conversation however I had asked a simple ? and received a very rude reply however the oncall OP did catch it towards the end I feel that the OP has better things to do than have to referee between 2 adults. Then there are the OPs that have favorties and spend time chatting with them rather then answering time sensitive questions.

I have really been battling with the decision to stay with this company not much money ( If you are following the rules) and rude people. I have decided that no jerk is going to make me not want to earn the few extra $$ I make from this job, or the sense of accomplishment when I send out the correct answer in the correct way.

I've seen it too, krazy, where a complaint keeps getting RTQ several times. Do these people not go through the training like we did? I begin to wonder.

I've also had the pleasant (not) experience of being chewed out in chat by someone when all I was trying to do is help. Or better yet, have someone talk to me like I was stupid on there when I was explaining something to a newer agent. I wanted to jump down their throat by explaining to them that I get excellent reviews very often so I think I knew how to do my job, but I stayed quiet and did not get on chat again. I barely get on there now unless I see a few people talking that I know.

I find it funny, the top earner last month is a QA. How I know this is she reviewed me twice in one day (never has anything nice to say)! I don't know how she manages to make that much but I hold my tongue.

I do this just because I need the extra money (it's paying off credit cards right now) and come Feb, it's going to help me stay home and take care of my new baby (DH works full time and makes good enough money) until she is done with breastfeeding.

I really hope the scorecard works out and they get rid of all these gamers! I was on this morning and there were so many complaints coming in that between picking those up and giving correct ACE answers, I only made a $2.20 in the amount of time it used to take me to make $4-5...

Krazy, I say stay with the company. Do your job like you know it's supposed to be done and just do like I do. Grit your teeth and don't look at chat unless they make an announcement (although most of the time it's about how people are sending out bad answers, or RH for wrong reasons or RTQ).

I think there are gamers in each SA and QA. That makes me sad.

You are probably right. I hope that each one of them get's the boot so quality can come back up.

One can only hope. In the mean time pantsify bad answers, report bad QAs to your mentor and focus on providing ACE answers.

I didn't know you could report anyone. Wow.... learned something new. The next time this QA gives me a review and it's off balance to what ever other QA has told me so far in reviews (I somehow always get reviewed on time), I'll let my mentor know. Hopefully she was just having a bad day.

I agree. There are many SA gamers and there are a few QA gamers. I get excellent reviews so I'm not complaining about that. But sometimes I don't think that they even read my answers. Sometimes I'll ace a question or I'll "put a cherry on top" and the only comment is "no response". And then I will send an answer that is adequate, but has no room for a "cherry", and the QA will write "Well done, you managed to score a sweet cherry on top" (when in fact there was nothing extraordinary about the answer). Oh, and I have noticed the SAs with bad attitudes as well. I think that since we cannot see each other, some people think that it's OK to be disrespectful, despite the fact that it is a work environment. And surprisingly a couple of those agents are "contest winners and top earners". Hmmm. I think that many SA, QA, and OPs are extremely helpful and dedicated to their work. But there are just a few SAs and QAs that continue to slip through the cracks and game.

Yes. There is one guy that seems to always be on and I have noticed that if you don't share the same opinion as he does he automatically says you are attacking him and that you need to shut up and leave him alone.... Anytime I notice him on, I don't talk much in chat unless he isn't speak.

What is an SA? Do you mean a special agent?

I agree. There are many SA gamers and there are a few QA gamers. I get excellent reviews so I'm not complaining about that. But sometimes I don't think that they even read my answers. Sometimes I'll ace a question or I'll "put a cherry on top" and the only comment is "no response". And then I will send an answer that is adequate, but has no room for a "cherry", and the QA will write "Well done, you managed to score a sweet cherry on top" (when in fact there was nothing extraordinary about the answer). Oh, and I have noticed the SAs with bad attitudes as well. I think that since we cannot see each other, some people think that it's OK to be disrespectful, despite the fact that it is a work environment. And surprisingly a couple of those agents are "contest winners and top earners". Hmmm. I think that many SA, QA, and OPs are extremely helpful and dedicated to their work. But there are just a few SAs and QAs that continue to slip through the cracks and game.

I know what you mean about being disrespectful. I worked for a couple of hours this morning and it was really slow and I was logged in the Agents chat room and couldn't believe the bashing of other SA's that was going on. How are new people supposed to learn in an environment like that?

I know what you mean about being disrespectful. I worked for a couple of hours this morning and it was really slow and I was logged in the Agents chat room and couldn't believe the bashing of other SA's that was going on. How are new people supposed to learn in an environment like that?

If you see this behavior report it to the ops on duty. We are not supposed to be bashing others.

I am really sorry that new agents are seeing people behave like this. I have been with kgb_ since the beginning of the year and this is definitely not typical. I have seen people lose their job for doing this, so it's not tolerated. Please report anyone to an OP if they are name calling, being disrespectful, and making kgb_ a negative working environment. :)

i saw the threads about kgb & thought of becoming one of the agents, so i tried to take the challenge, i passed 6 challenges but at last in research i failed. I tried several times but the same happens i know i did was right i checked it twice .. does this happen accidently??

Can anyone help me to get through this. any advice..

Thanks in advance for your replies.

Finally.... today i passed the challenge in the second attempt....

Looking forward for the training..