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MetaWraith · 19-11-2004, 19:00

AHT's are just another type of statistic.

As Disraeli said, there are lies, damned lies,and statistics.
Statistics are meaningless without a knowledge of the context in which they are set/derived/used sample size and other such things.

I can see your managers side, as he wants to drive AHT's down as that will also reduce Call Waiting times. However as a customer, i'd rather have a CSR that didnt shoot the bull, spout of the prepared excuse of the day, actually cared about resolving the problem, provided meaningful, helpful advice, and arranged whatever support action was necessary.

As to the question in the thread title, only you can truely answer that.

19-11-2004, 19:00	#8
MetaWraith Inactive Join Date: Oct 2003 Location: 2nd CPU to the right & past the cache Posts: 1,949	Re: Am I a bad CSR? AHT's are just another type of statistic. As Disraeli said, there are lies, damned lies,and statistics. Statistics are meaningless without a knowledge of the context in which they are set/derived/used sample size and other such things. I can see your managers side, as he wants to drive AHT's down as that will also reduce Call Waiting times. However as a customer, i'd rather have a CSR that didnt shoot the bull, spout of the prepared excuse of the day, actually cared about resolving the problem, provided meaningful, helpful advice, and arranged whatever support action was necessary. As to the question in the thread title, only you can truely answer that.