There used to be a focus on yes the agent solved the problem, or no they did not. Having a high yes rate was important. The normals stats like call handling time still apply. But there is.more focus on actually helping the customer and really solving problems as too many people were gaming the system to look good. It better aligns with my person approach to support so I'm quite happy until it changes again . The change started a few months ago. Very recent along with other agent facing changes.. typing on a mobile and tired so please forgive obvious mistakes.
As someone who is directly affected by this system, I do want to say it is a vast improvement over the previous system they used.
He was making the sausage dissapear...
And no chance it's because they want to, uh, thoroughly investigate the evidence....
The bullshit these people waste taxpayers moneys, and their time of never ceases to amaze me. Why do they get to dictate morality and ethics for something as personal and harmless as this, while simultaneously being active participants that actively enforce profits over humanity. Guillotine manufacturers, or their US equivalent budget Titanic sub tours should be ramping up production. Sort your shit out at the bottom of the ocean. Only come up when you sort shit out proprly and not just shutty speech and bs promises.