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> or they pretend to take long to make support calls as frustrating as possible. Doubtful. Support staff are graded in part on how quickly they can get you off
by a3n 7y ago
> or they pretend to take long to make support calls as frustrating as possible.
Doubtful. Support staff are graded in part on how quickly they can get you off the call.
- throwfDfZ9yPK 7y agoThis is not quite the case. If you would like to learn a little bit more about the economics and operations of CSR call centers I can refer you to August 5 interview with Emily Guendelsberger on Sam Seder's show entitled "On the Clock: How Low-Wage Work Drives America Insane"[0] This link is timestamped to the relevant segment, but I can't isolate one phrase to demonstrate some of these operations. She employed herself in these locations to learn about how they operate, and the conditions. The TL;DR is that the outsourced companies bill on a per-minute basis, not on any actually useful metrics, in her experience. [0] https://youtu.be/_9GGT05MAOY?t=3224 https://youtu.be/_9GGT05MAOY?t=3224 EDIT:I forgot to metion that she does discuss how poorly integrated the CSR software is, and the absurdly cumbersome user interfaces which they are forced to operate.