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Told my boss I needed to slow down after a callback audit wrecked my numbers
I work phone support for a home security company in Phoenix. After six months I had a 23% callback rate on one shift. My supervisor pulled me aside and said basically "you're solving the surface issue but not the root cause." Example: someone would call about a false alarm, I'd reset the system and move on. She made me start asking why it happened. Turns out their door sensor was dying. Instead of a 10 minute call they needed a 45 minute troubleshoot and a replacement order. Once I started digging deeper my callback rate dropped to 8% in two months. It felt slower at first but actually saved time in the long run. Has anyone else had a manager point out a blind spot that changed how you work?
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wendyc5311d ago
Did you see that study they did about how call centers that push for speed actually end up costing more in repeat calls? I read an article about a telecom company that found the same thing your boss did, where shorter calls led to way more callbacks and unhappy customers. It's wild how the numbers can trick you into thinking you're being efficient when really you're just kicking the can down the road. Sounds like your supervisor actually knew what she was talking about.
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lane.joel11d agoTop Commenter
Did my buddy at a cable place say the same thing happened to his whole team?
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