Monitoring changes behaviour — but when done badly, it damages trust.
In this kind of role, how, where, and when I work shouldn't matter. What should matter is: Did I deliver the task? Was it to the right quality? Did it meet the customer's expectations? If the only thing being measured is the number of calls taken, emails sent, and whether I'm on Teams at set times — then that's all anyone will focus on.
There’s no space left to pause and ask “Could this be done better?”
There’s no value placed on flexibility — no recognition for those of us who start early or stay late to keep things running. But the moment someone is two minutes late? We’re under a microscope.
With this shift, you've burned through the last reserves of goodwill from staff.
So, if we're now being managed minute-by-minute, then manage away.
Tell me exactly what you need from me this hour. I'm here. And I'll be logging off at 5pm sharp — because that’s the environment you've chosen.