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Originally Posted by Ankhsunamun
The staff at ALL the call centres are always under pressure about the number of calls they take and length of time each call takes
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Strangely enough I was talking about this very point with a friend this afternoon, and frankly I think that whoever thought up that approach to customer service should taken to a very high cliff and pushed off. CS should not be about attempting to rattle through as many calls in a hour as possible, it should be about taking as much time as it takes to get the problem resolved. If a problem takes half an hour to resolve then that time should be spent resolving it, not trying to get the customer off the phone as quickly as possible.