22nd January 2001 at 17:13 #11022
Human Doesnt Matter
Of course reps are Human, but they are hired to field calls and solve customer issues. What is the contrast? Telling reps:”OK, please answer as many calls as you feel like.”?! Rediculous. When Call Centers stop measuring the Availability of their reps, they stop creating a productive environment. If employees want to be babied and pacified they dont belong in a productive Call Center.