I think we're a society that focuses way too much on "the numbers". It's all about being "first", how much money you make, how many cars you drive...and in business it's all about the highest sales, increasing profits by double digits, and budgets. As Tom Vander Well illustrates, in the call center it's about Talk Time, Average Call Time, Average Handle Time, Abandon Rate, Average Hold Time.
It's nerve wracking when there's pressure to meet a certain time quota. I know, I've been there, done that. In fact, I'll admit that I have hung up on a person or two just to improve my call time. That was a long, long time ago!
The standards need to change or else customer service will just remain the same...
If you liked this post, you may like:
