Call centre story number 3 :
Still in the same call centre, there was the usual misguided zeal about stats - must take more calls, keep call times down, and all that (actually solving the customer's problem or giving quality support didn't seem to factor)...

Anyway, one member of the team seemed to always have fantastic numbers - took loads of calls, call times were low, and what's more when his calls were monitored for training purposes, he seemed to be doing a great job... until they discovered that he was actually hanging up every second call the moment it was connected. He wasn't fired, but did get into just a bit of trouble for that..
(Kyzia was here on, Thu 3 Sep 2009, 22:56, Reply)