outsource VZW call center

[bbyckz.]

I have a question for those working for a real vzw call center. I am working for an outsource
call center and we are only allowed to have an average handle time of 475 seconds talk time or greater. if our weekly average is longer we get threatend with termination. So I am not able to provide customer with the quality of calls that I think vzw corprate would excpect or I would like to provide. When I get to 400 seconds I will do or say anything I have too to get the customer off the phones. I don't lie to a customer and I don't hang up on customers I will transferr them if I can find a way. For the record I have never lost first call on a csts. I do every thing I can to resolve the issue or transferr. My question are real vzw call centers pressured with the same call handle times. I am trying to find out if this is vzw pushing these low handle times our my company.

Thank you for your time.

 

[powershaker]

I understand your frustration, but there was probably a better way to get an answer to this than in asking so bluntly in a public forum. To clarify that sentence, let me ask you if you are encouraged or discouraged from sharing with your customers that you have this efficiency metric? I think the idea is that you are supposed to be as efficient as possible without communicating to the customer that the amount of time spent on the call is measured.

I just worry that the message that might be communicated here would be that somehow Verizon Wireless is somehow less focused on customer service than other companies because they try to manage customer service efficiency. Since the company usually is cited as an industry leader in customer service rankings and awards, that would be an incorrect impression to give people.

But, to answer your question, there are performance standards that are measured in VZW call centers to ensure quality of service, first call resolution and efficiency. (They are not the only ones to do so.) So, yes, there is a metric for average handle time. I'm sure that your call center takes their lead from Verizon's directions. And I know that makes it a very hard job to do.

The first job I ever had was in a breakfast and burger family diner. Since those days, when I see people abuse, discount or short-tip the wait staff in a restaurant, I always think everyone ought to work in a restaurant once in their lives so they understand what those people go through. I've thought the same thing about retail clerks and I'm starting to think the same thing about call center workers. It's a very tough position to hold and do well. And that threat of termination that you mentioned just makes it tougher.