Mediocrity for the win

[kizayaen.livejournal.com]

An email from the daytime team lead:

"Everyone,

Your [new hardware] training will begin this week. I have set up an aggressive training schedule which will be conducted by [trainer].

Our month to date ASA* is 23 seconds** and we are able to afford holding calls in the queue for short periods.

This morning starting at 09:00am I will have four people off the phone.

See me with questions or concerns,

[daytime team lead]"

As might be expected:

Q-TIME 6:35 CALLS 7***

Clever. We love adequacy, not excellence.


* Average Speed of Answer
** Our SLA (Service Level Agreement) specifies that the ASA be maintained at or below 1 minute.
*** The queue summary generated on our phones. Seven calls are awaiting pickup, with the longest call having been in the queue for 6 minutes and 35 seconds.

Comments

[ace-brickman.livejournal.com]

..and it will still be your fault, even though it was [daytime team lead]'s scheduled training program that brought folks off the phones in the first place... ugh, management

[brownizs.livejournal.com]

That is nothing. In my Call Center, they tend to shut down the queue at the busiest moment, and have us go to a meeting for 15min's about call quality, queue times, and then end up breaking early, due to the call queue time is aprx. 25-30min's. The longest queue time I have seen is 1300sec's aprox.

[jdotmi.livejournal.com]

I've seen much higher at my job. And yet our average hold time still remains below 45 seconds for a year.

As much as we sometimes like to bitch about long hold times here, we really don't have them. We've blown away our hold time goals every year I've been here. It's too bad the system doesn't have a module which shows your average hold time for the day instead of the longest call waiting.