1. Totally agree, this is a terrible system. It’s 99% impossible to focus on true customer service while being measured predominately on numbers. I probably would have enjoyed my retail position much more if it could have been about service and work rather than numbers.

    • I feel that numbers certainly have a place in the customer service world. If you’re measuring your employees based off of the right numbers — customer satisfaction, lack of call backs, etc — they’re wonderful. As for the situation I described, not so much.

  2. Scott currently works in a call centre where they have the same type of rule. Although it doesn’t result in write-ups, it does automatically give them a bad review during the three-month reviews, which can affect raises and/or different company benefits. Which really isn’t fair. Especially when you look at the other results. Scott failed two of his reviews because out of an average of 30 calls, he had four that were over 20 minutes. Both were with seniors who simply couldn’t understand and he was trying to help. When they’ve reviewed the customer satisfaction surveys, and even done ‘spot reviews’ of the recordings, he has received a near perfect score.

    I feel like if more companies employed the idea that calls shouldn’t have a specific time – they might see a bit of a change in not only their employees, but in the way customers respond to customer service levels.

    • I’ve tried to press the idea of not having the concept of average handle time in ever call center I’ve ever worked in. Unfortunately, my arguments have fallen on deaf ears for the most part. The general response is that it’s a noble idea, but not practical. I’m of the philosophy that if there’s a way to make a customer happy, it’s always practical.

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