scott wrote:
>> Well, this is it. The call handling target *was* 500 seconds per call.
> 
> LOL I love it when people set targets like that, then the person who 
> hangs up every call after 499 seconds looks to be way "better" than the 
> person who spends the time giving out quality advice when it's needed.

QED.

This, I suspect, is how the managers can claim that "everybody else can 
do it". Um, no, they can't, they're just better at gaming the system.

My mum, on the other hand, is one of those rare people who actually 
wants to help the customer. Every service quality measurement they have 
a statistic for, my mum is above target by a mile. The *only* stat below 
target is call duration. Need I explain further?

> Also I suspect that *most* of the calls are quite easily solved in under 
> 500 seconds, it's just going to be a few that aren't.  Then it's just 
> going to be luck of the draw which operator gets more than their fair 
> share of those in a month making their results look rubbish.

Indeed.

BT seems to have an institutional culture of everybody trying to dump 
work on other people as fast as possible. People will transfer calls to 
totally inappropriate departments just to keep their own stats looking 
good. The faster you transfer the call, the faster it becomes "not my 
problem any more". Heaven forbid that *I* should actually do some *work*...

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