Call center expectation

5 pts.
Tags:
Call Center
Call Center metrics
I need some ideas of the expectation of quality of service and customer satisfaction. Such as; have a gentle service, one call answers, etc.
1

Answer Wiki

Thanks. We'll let you know when a new response is added.

I used to be the lead tech on a help desk.  The rule was, if you could not figure out the problem within five minutes, you elevated to one of the more experienced techs for them to read over what troubleshooting techniques you did and then they would contact the customer back and take it from there.  Yes, it is sometimes frustrating for the customer, but, when they delete an important file and they demand it to be fixed right awy, you have to weigh out the needs of the many that out weigh the needs of the few, or one PEBKAC.

Discuss This Question:  

 
There was an error processing your information. Please try again later.
Thanks. We'll let you know when a new response is added.
Send me notifications when members answer or reply to this question.

Forgot Password

No problem! Submit your e-mail address below. We'll send you an e-mail containing your password.

Your password has been sent to:

To follow this tag...

There was an error processing your information. Please try again later.

Thanks! We'll email you when relevant content is added and updated.

Following

Share this item with your network: