said by Rastan:
I worked in a call centre as a tech support/customer service agent in the past and it's a thankless job. Even if Teksavvy's management team is good, the customers usually suck. If wait times are now back to 5-10 minutes that means Teksavvy's employees don't even get a short break between calls and dealing with arrogant & ignorant customers all day long is not pleasant.
It's hard to run a call centre but my advice to Teksavvy is to do away with the typical performance matrix most call centre's use, if they use this evaluation system. It doesn't evaluate employees accurately and the matrix itself provides incentives for employees to take shortcuts in order to score more points. The whole system is counterproductive and useless.
Hit the nail on the head there... I was level 3 support at an old job.
Example (real life though i could be off on the queue by a few):
Queue @ 105
SLA 35% (for the day) _expected daily projections are 88% plus
and we get 10 seconds from the minute we set ourselves on "READY" on the phones after a call. If we are on BUSY or the end of a call for an excessive amount of time it reflects badly on our quarterly reviews. It takes a toll when it's irate customer after another.
Wait times of 15 minutes people usually were ok. 20-1 hour we had a steaming person on the phone, especially if the call was *cough* dropped by another agent as they were placed on hold.
It is truly a thankless job. I loved the job, still would but don't expect many praises. It's not ALWAYS bad. I had several customers who shot the shit with me while we troubleshoot the issues. Avoid dead air, but keep a call at a minimum. Our expected call per was 14 minutes for level 3 support.
It's no wonder our office lost the contract.
As for agents redoing tests over and over each phone call i find bad. In the helpdesk software we used (Clarify, Siebel and Heat) you read the notes right away before proceeding to testing all over again.