well that's another load of BS. the company wide target for TSR call resolution is 8 minutes and under, and many branches recognize employees that consistently get under that target. the only time it's an issue is when the resolution time is so low that it becomes obvious the agent is not actually helping customers, just doing anything they can to get them off the phone
i'm not gonna sit here and argue all day on this though, so go ahead and vent some more blind hate. maybe it'll help you feel better at least
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