Chop Stick Interrogations

During the first week, my objective was to "mirror" the current Site Director (SD) to learn the daily routine of the staff, as well as the structure of day-to-day operations. Things were progressing, and my orientation was continuing... The more time I spent with him, the more obvious that it became there was nothing operational I wanted to learn from this guy.

The one thing that I knew I could learn (hopefully) was the background on the site and the existing personnel. I desperately needed to know some history, and why he thought the site was an ongoing struggle.. As I walked the floor, I was strategically preparing my line of questioning...
To place my plan in motion, I asked him to go out to lunch... He immediately said, "I have no Cash." (You've gotta love this guy). I let him know that it was my offer, and that lunch would be on me. Based on his recommendation he suggested a nearby Chinese restaurant. Upon arrival, we did the American thing and ordered the buffet.

It turns out that the restraunt used to formerly be the largest Call Centers in the area, employing in fact, many of my "new" employees. As I stared across the large expanse of the "Super Buffet", voluminous columns of hot steam filled the air with the spicy aroma of "authentic" Americanized dishes.

(I lost my job to someone in India, but these guys lost their jobs to the best in imitation meats. What a fate, Death by buffet.)

Standing there, trying to decide my initial point of attack, I could almost see the former reps in their cubes, head-sets on, complaining about their last customer, or about some new policy change..

Back at the table, my strategy was to start off my questioning light and casual, and gradually increase the level of intrusiveness.... I quickly learned my strategy was not needed.
It was clear he wanted talk. He needed to talk. He was on the way out, and there were some things he wanted me to know...