Maybe from your experience but I work in a tech support centre for one the UKs biggest broadband providers. Although average handling time is highly important, believe me, customer satisfaction comes first. Then call time.
Okay, it's great we make money if we take more calls in the short term, but when that customer tells thier friends how awful our customer service is.. You get the idea?
I briefly worked in the quality ascessment team and I've seen people loose their job from consistently poor customer service. Also bonuses are offered for people who have consistently high customer service.
Incase anyone was wondering, ability to diagnose and fix is also taken into account.
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Maybe from your experience but I work in a tech support centre for one the UKs biggest broadband providers. Although average handling time is highly important, believe me, customer satisfaction comes first. Then call time. Okay, it's great we make money if we take more calls in the short term, but when that customer tells thier friends how awful our customer service is.. You get the idea? I briefly worked in the quality ascessment team and I've seen people loose their job from consistently poor customer service. Also bonuses are offered for people who have consistently high customer service. Incase anyone was wondering, ability to diagnose and fix is also taken into account.