Metrics at Cablevision call centers are absolute garbage. It's like the management is either completely clueless about how things work below them and want the impossible or they're simply doing this on purpose to have an easy excuse to fire people and save on severance.
But what additionally gals me is all the micromanagement. We are told exactly what to do and how to do it, and if we dare deviate even a little bit from the script we're in trouble. I'm really good at reading customers. i could finish the call much quicker and both save time and have a happier customer. But no, if I do that, despite the positive result, I get disciplinary action.
Is it really a wonder we have a bunch of stressed and thoroughly unhappy call center employees?