When your coworker does great work, tell their manager

Re:When your coworker does great work, tell their manager by cpeterso on Thursday July 16, 2020 @02:49PM (#23862398)

I heard about a call center that rewarded customer service agents for short calls, so workers started immediately hanging up on some calls to bring their average call duration down.

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Re:When your coworker does great work, tell their manager by throwaway987978 on Thursday July 16, 2020 @03:59PM (#23863195)

I swear this happened to me with Grubhub. I had a problem with my order and used their chat. After I wrote my problem the agent replied with a standard answer and then immediately:

"Is there anything else I can help you with?"

And then immediately after that:

"No, ok I will close this chat."

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Re:When your coworker does great work, tell their manager by RotANobot on Thursday July 16, 2020 @05:09PM (#23863835)

> I heard about a call center that rewarded customer service agents for short calls

Almost all call centres reward agents for short calls.

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Re:When your coworker does great work, tell their manager by sib on Friday July 17, 2020 @07:49PM (#23877425)

Smart companies optimize something more like "percent of calls resolved on first contact" (or "1 - percent of calls requiring the customer to call back").

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Re:When your coworker does great work, tell their manager by slim on Friday July 17, 2020 @12:27AM (#23867034)

There's a target time. Something like 6 minutes. You can't just hang on customers

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Re:When your coworker does great work, tell their manager by bombledmonk on Thursday July 16, 2020 @03:30PM (#23862884)

I can verify this does happen in some call centers.

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