Heart surgeons refuse difficult operations to avoid poor mortality ratings

Re:Heart surgeons refuse difficult operations to avoid poor ... by smsm42 on Saturday April 21, 2018 @04:13PM (#16893184)

I'd also expect a bunch of "I'm going to transfer you... oops, pressed a wrong button and it hang up!" As a customer, I've had a fair measure of mysteriously hang up calls to support, I wonder how many of those are metrics-driven...

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Re:Heart surgeons refuse difficult operations to avoid poor ... by pmoriarty on Saturday April 21, 2018 @06:55PM (#16893810)

There was recently a story about a 911 operator being jailed for hanging up on thousands of calls.[1]

If someone could get away with it at a 911 call center, it could happen anywhere... and might happen oftener than we think.

[1] - https://www.sfgate.com/news/article/911-dispatcher-sentenced...

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Re:Heart surgeons refuse difficult operations to avoid poor ... by briandear on Saturday April 21, 2018 @10:45PM (#16894455)

That Houston lady that did that didn’t care about metrics, she literally just couldn’t be bothered. “Ain’t nobody got time for that.”

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Re:Heart surgeons refuse difficult operations to avoid poor ... by emodendroket on Sunday April 22, 2018 @12:12AM (#16894675)

I have to imagine there are differences between a television customer service line and emergency dispatch anyway.

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Re:Heart surgeons refuse difficult operations to avoid poor ... by emodendroket on Saturday April 21, 2018 @04:37PM (#16893299)

Yeah, eventually they started measuring transfers as a metric, which indeed encouraged that behavior.

Of course some people would just say the issue was solved, falsely (which, you know, it was a little easier to get caught so it was higher-risk, in addition to being probably less moral), and there was also the X factor of how much you liked the customer, considering the extreme amount of verbal abuse the job entailed.

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