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> I heard about a call center that rewarded customer service agents for short calls Almost all call centres reward agents for short calls.
by 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").