Quote:
Originally Posted by KC native
There's a difference between reasonable metrics and the extreme micromanagement that happens in today's call centers. The one I worked in had a variance for "after call" work that was ridiculously small IIRC it was 3 minutes for the entire day. That was for a discount broker where we had to enter notes about every phone call and possibly call other departments after a client had disconnected the call.
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Depended on who you asked on whether they were reasonable... some people were baffled at the top performers' numbers. As far as 3 minutes/day of after call work... did anyone ever hit that? Seems pretty insane, but the top performers should set that bar... in a situation like that, if the best anyone ever does is 20 minutes in a day, then the metrics are useless and those in charge of setting them are idiots if they don't adjust.