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I heard about a call center that rewarded customer service agents for short calls, so workers started immediately hanging up on some calls to bring their averag
by cpeterso 6y ago
I heard about a call center that rewarded customer service agents for short calls, so workers started immediately hanging up on some calls to bring their average call duration down.
- bombledmonk 6y agoI can verify this does happen in some call centers.
- throwaway987978 6y agoI swear this happened to me with Grubhub. I had a problem with my order and used their chat. After I wrote my problem the agent replied with a standard answer and then immediately: "Is there anything else I can help you with?" And then immediately after that: "No, ok I will close this chat."
- RotANobot 6y ago> I heard about a call center that rewarded customer service agents for short calls Almost all call centres reward agents for short calls.
- slim 6y agoThere's a target time. Something like 6 minutes. You can't just hang on customers
- thatoneuser 6y agoOf course you can hang up on customers. You just can't do it very often enough to get noticed.
- sib 6y agoSmart companies optimize something more like "percent of calls resolved on first contact" (or "1 - percent of calls requiring the customer to call back").