4 ms·
At this point, I have to assume that it's deliberate at some level. There is so much low-hanging fruit for improving the customer experience that it's no longer
by 0xcde4c3db 9y ago
At this point, I have to assume that it's deliberate at some level. There is so much low-hanging fruit for improving the customer experience that it's no longer plausible to me that most call centers have that as a genuine goal.
- CaptSpify 9y agoI used to work as part of the helpdesk for a large company a few years ago. Calls that never made it to a live person were considered "solved by the phone-tree". Everyone there knew that 9/10 of those were people who just got too frustrated with the phone tree, hung up and tried to call back again. It's all about padding those reports.