@ Mourdac From the minute you log in to the minute you log out the calls are monitored along with running screenshots when your manager is actually listening on your calls for your monthly reviews.
Not only does your manager listen in. In some companies there is also a quality team who listen to calls and grade them. I used to work at a place where the calls were not only graded on quality but also on the length of the call as well. If you went the time limit (11.5 minutes) they set for a call you lost 5 points. If you placed a customer on hold and went over the hold time limit (2 minutes) you lost 5 points. The grade you needed to pass a call was 98. If you went over either of these times by as little as 1 second you failed the call. If you failed your calls due to time you didn’t get your raises when they were due or bonuses. Giving the customer the best customer service was secondary to handling as many calls as possible. Needless to say the employee turnover at this company is extremely high and customer satisfaction is low.
Phred Premium Member about 8 years ago
Auditing calls? This type of work is worse than I realized.
jay_dallas about 8 years ago
Customer service calls are audited all the time – especially with new agents.
mourdac Premium Member about 8 years ago
So they’re not kidding when they say these calls may be monitored for customer service purposes
John9 about 8 years ago
You need to be more rude and disconnect them faster like the cable company does.
ubablackhamma about 8 years ago
@ Mourdac From the minute you log in to the minute you log out the calls are monitored along with running screenshots when your manager is actually listening on your calls for your monthly reviews.
chief about 8 years ago
Not only does your manager listen in. In some companies there is also a quality team who listen to calls and grade them. I used to work at a place where the calls were not only graded on quality but also on the length of the call as well. If you went the time limit (11.5 minutes) they set for a call you lost 5 points. If you placed a customer on hold and went over the hold time limit (2 minutes) you lost 5 points. The grade you needed to pass a call was 98. If you went over either of these times by as little as 1 second you failed the call. If you failed your calls due to time you didn’t get your raises when they were due or bonuses. Giving the customer the best customer service was secondary to handling as many calls as possible. Needless to say the employee turnover at this company is extremely high and customer satisfaction is low.