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an Elementary School Speech Therapist
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We have to finish the call in as short as 5 minutes. At the same time our CSAT is also monitored and those with low scores are reviewed. Those that cannot meet the standard or maintain it for a certain period of time will have to undergo coaching. Absent of improvement, you will be put on PIP.
We're supposed to shoot for under 5 minutes, but it's not always possible. I do the best I can and try not to stress too much. If you work for a company that cares about people, then you don't have to worry about losing your job because you aren't getting through calls fast enough. That's just my two cents. Some of these standards are BS.
We're actually supposed to get it UNDER 5 minutes which is hard because sometimes customers don't accept the solution you give them and want to keep going and going the only way to get my times together is to hang up on them
The time limit thing boggles my mind. My center doesn't have limits. If you need an hour to take care of the customer you can take that hour.
That is awesome. I think the call time limit thing is an arbitrary excuse to terminate an employee. Because most of my coworkers don't meet that standard.
My call center is quality over quantity. That said, the quota is 20 calls per day for the phone reps. It’s also stressed to us that we should be solving everything on the first call to the best of our ability. I’ve had 2 hour calls before and not been penalized. It sounds like your workplace simply has unreasonable expectations for how customer service is supposed to work and I hope something better opens for you soon, OP
Now I want to know where you work. Actually being able to completely help a client sounds like a dream
I used to be able to handle a call in just under 7 seconds. So they added new tag lines making it impossible to finish a call in less than 2 minutes. It was a medical alarm company. I could confirm that the person did not require ems or assistance within 7 seconds. Then they made us ask 3 times in different wording. Would piss off the people who accidentally pressed their emergency button and extended call times.
We don’t have an actual set time but they’d prefer us to stay 25mins or under with 5 mins for acw. I do work in insurance sales though so it’s almost impossible to take care of a customer in under 6 minutes.