Facebook forcing moderators to log every second of day
I worked in a pretty rough Tier-1 call center environment for IT for about half a year.<p>- We had to be in Avail status at the exact start of our shift or be counted late.  For example, if I was scheduled to be in at 10am, I had to be in Avail at 10am.  Meaning I had to take care of booting up computer, etc. before then.<p>- We had to check in with a workload manager via Teams and get approval before moving to Break or Lunch aux.  Often during a call.<p>- We could move to an aux to take restroom breaks, and were encouraged to do so only when no calls were waiting, but the total time taken couldn't be more than 10 minutes a day.<p>- We also had to notify the WLM if we were going into callback aux, for example, if the line dropped.  We were questioned and sometimes moved to Avail automatically if we were too long in callback.<p>- When I started, we had 30 seconds ACW but then they moved to zero ACW.  We could move to ACW aux for a max of one minute unless cleared with WLM.  You had to be quick if you had things to do on your ticket after the call otherwise often you'd get thrown into another call immediately.  WLM would move you to Avail automatically if you went over and they were paying attention.<p>- Getting a "Roll Over No Answer" was really bad.<p>Definitely a rough environment, but it wasn't as bad as it sounded, and I was able to work from home for a month before I found a much better job.  It was interesting to see if I could survive under that level of discipline but I'm glad I left when I did.