Tele-professions #2

My son is a help desk representative for a company that provides scheduling software to schools. There are approximately fifty help desk reps in the company.

Last month a management e-mail went out to all employees recognizing reps whose performance was exemplary. My son and two other reps were cited for having the highest first-call problem resolution. In other words, he didn’t rush customers off the phone, but spent enough time with them to resolve their problem so they wouldn’t have to call back later and say they still had a problem.

Ironically, he received an e-mail from his supervisor later in the month saying his per-call times were too high. Yes, he was spending too much time on the phone with callers.

Advertisements
Explore posts in the same categories: Uncategorized

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s


%d bloggers like this: