As a Center Manager, I centrainly agree that there is alot to be said for treating employees like SweatShop pawns.
However, there seems to be a point that was overlooked: Availability Ratings. I constantly measure how often any specific rep is Available to take a call, and if he/she is UNavailable, it’s important that I know why. It’s important because if there is a practive that takes them away from the phone…a practice that I can alter…then more customers can get served per hour.
Now, much of my staff rolls their eyes when I measure this sort of thing, and I DO understand that some activities that help a customer require stepping away from the phone to process paperwork or pull samples. But the Call Center as a Team needs to be available for every customer who calls in…and I think quantifying and measuring these standards is just good business.