Ran across this video at EyelessWriter.com.
The individual doing the survey called Verizon 56 times with two
question regarding rates. 93% of the operators quoted an incorrect rate.
My
interpretation is that the issue is most likely due to ambiguous
documentation since most representatives did not seem to know whether
they were dealing with cents, dollars, wholes or fractions.
If
you are responsible for your company's contact centre, for the sake of
your customers and your company, step away from your statistical
performance reports once in a while and call your own centre
anonymously. Call often, at different times of the day, during peak
hours, with unusual problems and inquiries. I am sure that many of you
will be shocked at what you discover!
Rick McCharles
Telecom Consultant, RIC Services, Toronto
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