Check on New Listeners
Hi Team,
I am happy to see that there are so many volunteer listener like me around here @7cups to help members.
But I have also noticed that newly joined listeners are taking 3 or more chats with members. I really hope they are doing justice to all those members at the same time. I am sharing this because few weeks back I was chatting with member, a listener walked out on them and they said was Newbie joined same day.
So to control this upcoming issues, I would like to suggest to put restrictions on number of chats they can take at the same time, have to complete peer trainings, have to earn certain cheers, and have to complete certain chat time etc. Same we have in Certificate section. Till those are achieved they can only chat with 1 member at a time. In this way New listeners will train themselves and understand meaning of active listening and will be efficient in providing support to member. So that the quality of support provided @7cups will be uphold.
Just a suggestion.
Thanks.
@bomnaz Thanks for dedication to quality care on the site! I think this is a really good suggestion, if there's a way to put a "cap" on number of chats that can be unlocked once certain milestones are met. Personally I only take one chat at a time, because I think if I were chatting as a member I'd appreciate someone dedicating some time just to me and my needs. Logistically the only thing I am wondering is how a chat will be defined because technically one full chat is equal to 30 messages but one chat session with a member could be multiple chats/more than 30 messages so then would they be unlocked to accept another even if the first isn't done? Or it could be triggered by pressing the end chat button though that could still lead to listeners walking out on a member. Finally there have been times when I've accepted a chat from the queue and the member never replied, so I'd imagine there should be a workaround for that.
Anyway, nice idea and would be interested in more discussion about it!
@bomnaz We've never been sure that the number of chats you can see displayed is meaningful. The system doesn't keep track of chats very well. It could be that new listeners tend to get ghosted and trolled more often, or that they don't end chats in a definite way. Members often leave the app or the tab open and our system might think they are still active.
I agree with you that the system could be improved, but 7 Cups has always had difficulty improving its systems in line with the needs of the community. Making suggestions here in the forum tends to be ignored.
You could Submit a request, although I suspect it's unlikely you'll get a helpful response. And if @7CupsCommunity becomes active again, they might be able to contribute information.
Charlie
@bomnaz Hello Bomanz, Thank you for posting this and we completely agree with you. We are aware of it and we consider all ways to ensure quality listening.
We constantly remind our listeners to take one or two chat at a time to ensure quality listening. Because having more chats at the same time is distracting and affect the quality of the support we provide to the members.
We heard from listeners that they start with one or two only but when they do not hear from the member, they connect with other members to support them. But sometimes, the former member returns, and the listener's focus divided into supporting them.
We will figure out ways to tackle it.
