On Thu, 19 Nov 2009 09:53:13 +0000, Invisible wrote:

>> Not to me, but I guess to her manager if he shouts at her.  If I were
>> your mum I would simply ask him what to do, simply say would you prefer
>> me to cut off callers early in order to reach this target or carry on
>> as I'm doing actually trying to solve the problem, or maybe he has
>> another suggestion. Get it in writing what she should be aiming to do,
>> as there doesn't seem an obvious way to meet the target *and* solve
>> every problem properly.
> 
>  From what I've heard, when the managers demonstrate how to handle
> calls, their call handling times exceed the limits as well. Damn
> hipocrits...

Kinda would make me want to say to the customer "hold on one second, I'll 
transfer you to my supervisor/manager" and then have the manager 
demonstrate with a live customer. ;-)

Jim

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