Quote:
Originally Posted by FlamesAddiction
I was also wondering this. It almost seemed to me like there were trying to get me to call back and cancel at a different time, thereby passing the buck to the next employee.
Do they penalized when someone cancels?
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My brother worked at a call center doing collections for credit cards. They tracked stats for everything. You didn't neccessarily get penalized but your performance was measured based on a wide number of stats. He found it the most interesting part of his otherwise horrible job.
They tracked length of call, calls per hour, dollars collected, % of outstanding debt collected, and a bunch of other things. These were than combined into scores. Each category has bench marks that you were supposed to hit.