Quote:
|
Originally Posted by steven_azari
Ok, NTL's CSR are monitored on AHT (Average Handling Time), this means the faster you handle a customer, the happier the managers are.
I dont think this works, because every customer has a unique story and this can add the length to the call and the matter.
on average my AHT is around 390.
but my manager wants a max of 300 (seconds per call that is).
Rather than rushing the customer, Im happy to listen to customer, say what Im going to do, action it, then give the customer a response and make sure the customer knows exactly what I've done. Rather than say "Ok thats all done for you now" and basically send the customer off thinking "what if?" because I get alot of those customers calling me back.
I then get my manager on my case simply because Im looking after the customer. My manager freaked on me because I had alot of outgoing calls. But this is simply because I had to call other departments and then call the customer back! Im not going to have the customer wait with me while I speak with Field support (engineering department...kind of) because that's usually a 45 minute wait!
So my question lies: Would you the customer rather someone that takes the time to explain to you what the situation is? or would you rather someone not tell you what the problem was and just do it and send you on your way?
|
I have a slightly different take on stats from when i worked at ntl...
My AHT was never over 260 my calls per hour were usually abt 15, so i was turning the customers round well within the timescales given to me, however i always had ppl moaning about the amount of 'wrap' time i used (this is what you use between calls so you can add notes, maybe send an email) which was at abt 20% target was 13%. Anyway i was always told by my manager to keep the customer on the phone for longer even though half the time i was waiting for the system to decide to work
which is utterly pointless IMO.
Anyway the morale of my story is do what you deem the best way of dealing with customers. ntl have to understand that in a call centre everyone is different and deals with calls in a different manner.
To answer your question Steven, i haven't a clue if your good at your job or not as i have never spoken to you on the phone
