 SabreDi relung hatiku bernyanyi bidadari
join:2005-05-17 | reply to fAcEtIOUs
Re: Customer service is dead.... said by fAcEtIOUs:The metric that businesses use to measure performance for customer service reps is all wrong. They measure how long a rep is on the phone and NOT if the customers problem was solved. Precisely this. Especially in the Tier (HSI) call centres, where it's hard to get much more than a powercycle done in the time they expect an average call to be completed.
On a side note, I'm glad they lengthened the training time, it was only 2 weeks when I went through it several years ago. Maybe they actually have time to learn the tools now.
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