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Originally Posted by pem
erm, was there a point to this latest rant then ?
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yeah
lots of companies cry 'customer service' is paramount etc
typically - this is what happens in a call centre
'targets' want it so that the agents spend less idle time between calls
as they are so pressurised into typing up all sorts of notes etc in less and less time, the only option is to keep the cmr on hold and do these taks then
rather than terminate the call and go into 'idle time' that you get chastised and penalised for being in
thus - the targets are better - the customer service is worse - most customers to all companies are angry and irritated by long waits
but as long as the targets look better....etc