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Re: Poor Piggy
The people who set up AHT targets are utterley clueless. Their Idea is to answer as many calls as possible to reduce queues.
Trouble is this is rubbish because some people will worry so much about targets they completely can not be bothered with customer service and 1st call resolution.
If every call into a call centre was dealt with correctly and efficiently (no matter how long it takes) there would be less repeat calls and a smaller queue resulting.
Its common sense, something sadly lacking.
No wonder customer service (not just ntl) in this country is so pittyful as the majority of call centres have the same or equally ridiculous call targets, every time you call a company you are being rushed through your call and everytime the person on the other end is more worried about meeting 'targets' than actually providing the service.
If the figures look good the managers are happy that everything is going great, in truth look at the reality I cant think of one large company in this country can claim to offer good customer service through its call centres. BT, Ntl, Sky, Every Bank, Insurance, ISPs, Indirect Telco ect ect they are all the same. Now that speaks a lot louder than 'targets' and 'figures'
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