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View Diary: A customer service reality check (73 comments)

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  •  I hear ya; I only did that once to someone (2+ / 0-)
    Recommended by:
    annan, nchristine

    who was very very rude.  I serviced calls for a travel agency so we didn't have quotas on amount of calls although in order to qualify for the monthly incentive payouts our average handle time had to be 13 minutes or less per call.  Of course, some of this criteria was meant to foster better and faster service, but it could backfire as well; I know of a few people who if their average talk time was over the 13 minute threshold and it was close to end of the pay period, they would take and then immediately drop calls to push their average back down.

    The Democrats care about you after you're born. --Ed Schultz

    by micsimov on Sun Oct 27, 2013 at 07:56:31 PM PDT

    [ Parent ]

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