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Originally Posted by dr wadd
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.
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I agree with you 100%, but IMO the targets that we have at work are perfectly attainable, personally on each shift i am 2-4 minutes under the target. I think the target is necessary to make sure that people work as hard as they can and don't just waste time on calls (making people reboot an unnecessary number of times or "i just need to pop you on hold" are classic ways i have heard of to do this).
I take the approach that a call takes me as long as it takes. if i get a complicated problem it might take an hour or more, if i get someone asking for their password it will take about a minute, so it all balances out.
MB