That's one of the questions asked in this article about improving and measuring customer service within the call center. For many companies, it's all about the "numbers". It's all about saving time, energy, money. Why that is I'm not quite sure - but would definitely make for some great research. Perhaps part of the reason is that old saying, "Time is Money", which I think should be banned from all of our vocabularies. What about quality over quantity?
Tom Vander Well says something noteworthy on this subject in his post, Call Length Does Not = Call Quality:
"Managers who constantly drive their centers to get AHT down will often save short-term money at the sacrifice of call quality, customer satisfaction, agent satisfaction while driving up costs associated with call-backs and low customer retention."
Related Post:
I agree that call length does not equal call quality. Customers can receive quality service even with a short phone call. It all depends on the situation at hand and how the person on the phone explains the issues to the customer. Of course, it is wise not to waste minutes on the phone but it is also wise to remember that the service exists to help the customer and not for the company itself.
Posted by: jen_chan, writer SureFireWealth.com | October 23, 2007 7:14 AM | Permalink to Comment