People have been taught to get off the line as quickly as possible. This comes from a toxic help desk culture of tracking the seconds of each call and keeping agents to strict quotas.<\/p>\n
I work in a place where we are not bombarded with hundreds of calls per hours even though we serve a user community of over 20,000 people. Everyday once I’ve unlocked an account or reset a password, the caller says please wait with me while I try that<\/strong> or please don’t go!<\/strong> And I reassure them I am here for as long as they need me.<\/p>\n I am not held to a time limit for calls. My metric is customer satisfaction.<\/strong> Did I solve the problem? Did I give the customer an avenue for support if I’m not able to offer it? I want my customers to be happy and I work in an environment where that is not only expected but encouraged.<\/p>\n When you work in a place that respects the customer’s time and success, you’re still fighting against those in the industry who do not.<\/p>\n","protected":false},"excerpt":{"rendered":" People have been taught to get off the line as quickly as possible. This comes from a toxic help desk culture of tracking the seconds of each call and keeping agents to strict quotas. I work in a place where we are not bombarded with hundreds of calls per hours even though we serve a […]<\/p>\n","protected":false},"author":2,"featured_media":4579,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"footnotes":"","jetpack_publicize_message":"New Post - Patience","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[1],"tags":[1050,460,40,1101],"class_list":["post-4569","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-wrote-about","tag-call-center","tag-customer-support","tag-help-desk","tag-patience"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/peroty.com\/blog\/wp-content\/uploads\/2016\/08\/customer-support-unsplash-2.jpg?fit=1200%2C800&ssl=1","_links":{"self":[{"href":"https:\/\/peroty.com\/blog\/wp-json\/wp\/v2\/posts\/4569","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/peroty.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/peroty.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/peroty.com\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/peroty.com\/blog\/wp-json\/wp\/v2\/comments?post=4569"}],"version-history":[{"count":2,"href":"https:\/\/peroty.com\/blog\/wp-json\/wp\/v2\/posts\/4569\/revisions"}],"predecessor-version":[{"id":4580,"href":"https:\/\/peroty.com\/blog\/wp-json\/wp\/v2\/posts\/4569\/revisions\/4580"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/peroty.com\/blog\/wp-json\/wp\/v2\/media\/4579"}],"wp:attachment":[{"href":"https:\/\/peroty.com\/blog\/wp-json\/wp\/v2\/media?parent=4569"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/peroty.com\/blog\/wp-json\/wp\/v2\/categories?post=4569"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/peroty.com\/blog\/wp-json\/wp\/v2\/tags?post=4569"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}