Quote:
Originally Posted by whydoIneedatech
It is because they want call times lower to achieve impossible targets set by management and the client, so the the quicker they can get you off the phone the better the call statistics look.
I think they forget that they are offering a customer based service, that relies on keeping the customer sweet.
Some agents may achieve the targets set, but they are the ones that are spoken about on here and other threads and other forums.
I am not one of these people.  |
This is what happens when you assess and incentivise staff based on crude measurements like call volume rather than on more challenging, but more rewarding criteria like treating customers fairly.