What is the dire working environment facing Apple's end employees?
Apple's hourly workforce is struggling
https://www.theverge.com/c/22807871/apple-frontline-employees-retail-customer-service-pandemic
The Verge begins the article with Mark Calibus, who worked for the Apple Store in Southpoint, Durham, North Carolina. When he joined the company in 2013, he was a healthy person who enjoyed marathons and low-carbohydrate diets, but one day he was spotted by a new manager who was assigned to the store. .. The manager is a person who assigns promotion and convenient work to subordinates who are looking at him, while harassing other subordinates in a way that does not get caught up, and he has been badly treated for several years. Mr. Calibus is on leave due to depression. He committed suicide on September 7, 2021.
The Verge reports a dire working environment for customer service employees and Apple store employees working at Apple's edge. Several of Calibus' colleagues filed multiple complaints with Apple about the manager in question, but Apple didn't do anything and the environment for the manager didn't change at all. Manager issues are only a small part of the total, and Apple doesn't have a decent window for employees to report issues when they're faced with unpaid salaries or too much work to handle. The Verge points out.
The most common of these types of problems are working conditions and wages. The Verge interviewed 16 active employees on Apple's retail, support, and sales teams, most of whom 'complaints about working conditions and wages are largely ignored.' Some said, 'Apple is looking down on retail and customer service staff.'
One of the causes of this problem is that the assessment is determined by the algorithm. Apple judges the performance of each Apple store based on the results of a questionnaire such as 'How much did you want to recommend our service to colleagues and friends?', Which was calculated from customers called 'Net Promoter Score'. This score seems to be directly linked to customer satisfaction, but according to The Verge, the score is actually influenced by factors unrelated to employee efforts such as 'out of stock' and 'long waiting time'. In most cases, it is said that it is one of the factors that discourage employees.
Apple has introduced similar scores in customer service, but there is also the problem that valuations do not lead to salaries. According to one customer service employee, he responded to customer complaints eight hours a day, eventually replacing a lower-level service representative who couldn't answer a question because he had a 'good score.' I was promoted to a position corresponding to, but in the end there was no salary increase. In addition, Apple implemented a plan to 'give a shirt' because the work burden of teleworkers is increasing, but the shirt actually sent was also canceled due to the new coronavirus WWDC 2020 (Apple) It was a T-shirt for the developer event), and the customer service staff felt like 'Is this instead of a salary increase?'
by Julie Pimentel
According to The Verge, to manage these customer service personnel, Apple uses a huge number of programs and indicators to monitor every move of its workers. For example, if a worker is more than 5 minutes away from the computer, such as going to the bathroom, the manager may send a notification asking 'Why not working?' The customer satisfaction score is not calculated from the actual satisfaction, but it depends on the number 'average processing time' which indicates the time taken for customer service. The number that is said to be 'good time' is 15 minutes for phone calls and 2 minutes for chats, but especially in the case of chats, it may be necessary to provide customer service for 3 people at the same time during the busy season, 'Apple It seems that an unrealizable task of 'solving the iCould problem in parallel from the ID problem to 3 people in 2 minutes per person' is required.
In addition, salaries for promotion to managerial positions weren't as good as they once were, with some employees saying, 'I'm discouraged from trying hard at Apple,' and Tim Cook's CEO, '$ 800 million.' Some employees were reminded that 'there is an internal disparity' from the statement 'donate yen)'.
Mr. Calibus, mentioned at the beginning of the article, was the first to discover the body of his best friend Jimmy Bailey. Bailey said that one month after the discovery, Calibus was still dreaming of dying by sucking nitrogen while wearing a bag, and as a call to Apple CEO Tim Cook, 'Tim, I I sent you an email about what was happening at the South Point Apple store. I talked to a HR representative and raised my concerns. Just look at the records you have and you're done. I could have prevented it. I still dream of Mark. I always see it. '
An Apple spokeswoman said in an email that he was deeply saddened by the death of our colleague and would like to express his condolences to those he loved.
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