3 ms·
> One third of calls are summarily disconnected. The disconnects are the worst part of so-called customer support because I know it is likely to happen especia
by furgooswft13 8y ago
> One third of calls are summarily disconnected.
The disconnects are the worst part of so-called customer support because I know it is likely to happen especially as the hold time goes on. Worse when you call back they've somehow lost all the information you previously gave them 3 times over.
- rtkwe 8y agoBlame dumb call center metrics, intentional disconnects like that keep the average wait time down which allows bad call centers to look better in reports.
- aoeusnth1 8y agoA better metric would include all subsequent wait times: Adjusted wait time = avg(wait_time) / (1 - p_disconnect)
- rtkwe 8y agoI can see why they wouldn't want to include all disconnects in their adjusted wait time because that'd include everyone who disconnects accidentally and disconnects because they figured it out some other way.