MemberSince99 wrote:For me it HAS happened that quickly. Some of them are DELIGHTED to close the account. You'd think they got bonuses for every account they close (the CSR).
Then it's the obligatory "Was there anything else I can help you with today". Well dude, you just closed my account, so I'm not sure what the hell that could even possibly be, but thanks for asking.
It's really a roulette when you call in, depending on whether you get a fresh rep or one whose at the tail end of the shift and already has been through a lot of screamers and bluffers
They don't get bonuses for closing accounts but they sure as heck do not get paid enough to deal with some of the folks that are coming through on the line and unlike waiters or waitresses they don't get tipped but they're also liable for time spent on a phone call as in
They should be resolving the issues in 2 mins or less, and if they stay longer they take less calls which goes down for their productivity just as if you walked into a retail store and leave without buying something, they get a conversion report, and if its 2% the DMs will say, that means 100 folks walked in and you only converted 2?
Which is complete bs like you were here for 8 hrs and only took 30 calls which means you spent 16 mins on average with someone, what were you doing? Obviously not being efficient.
Now, not every call is like that, it's an average, so if someone truly had a sticky situation that required the rep to be on the phone longer, they're gonna wanna close easy ones to balance what it looks like in the overall day.