Moving to Tech Support offered some relief. They STILL wanted it, but understood better that each problem was unique. Glory be for wrong numbers and hang-ups– they could help keep your AHT down.
There were posters around telling you to be prepared to provide your Billable Utilization (BU) on demand of a member of management, with a simple quadratic equation on how to determine this metric.
The newest client we have is a major cell-phone service provider. They’ve been stressing service over handle time, but recently I’ve seen disturbing references to BU creeping into the literature. The company for which I work is already having issues with burnout and retention. I was happy to get off the floor when I did, even if it meant creating schedules for the entire center – in Excel.
No one ever really took the Customer Satisfaction surveys seriously, which I felt as a mistake. Certainly, they were a pain to compile, but WAS THE CUSTOMER SATISFIED should have been the determining factor over handle time. I listened to others taking calls and finishing them in record time- by giving out inaccurate information.
I was proud of the fact that I NEVER scored perfect on a Quality Analysis. I was more concerned with making certain the customer got what they needed, if it as within my power and abilities, over whether I used the correct phrasing.
The next time you call Customer Service or Tech Support, and the person seems in a rush to get you off of the phone or absolutely flustered, perhaps now you’ll understand a little better. A common response to the threat “I’ll have your job!” from a caller was “You couldn’t do my job!”, hopefully said with the Mute button depressed.