said by fAcEtIOUs:said by moonpuppy:Face it, good reps are worked to death and berated for staying on the phone too long while bad reps with short call times and less credits given out are what become managers.
Yes. That is the main problem. 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.
So, why do they use the wrong metric? Mostly because, using call time is easy and automated. And measuring whether a problem has been solved is complicated and time consuming and manpower intensive.
So Comcast went the easier and cheaper route and the route that is std industry practice. An executive never gets fired for using std industry practice and since the budget is smaller and easier to control using an automated approach, they get nice bonuses to boot. So the customer service VP is taking the safer route to job protection. That is, it is safer until the Marketing/Sales VP goes headhunting for a scapegoat as to why his customers are leaving.
well the Marketing/Sales VP now expects sales quotas out of the Support department so the support VP has more then just call time and repeat caller metrics to deal with because what was once ment to help customers is now expected to sell stuff to people with broken stuff.
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