Originally Posted by
bdnyc
If there is an automated system that measures how many calls a CSR handles, and how short those calls are, a CSR could say "Sorry, nothing available. Thank you for calling. Have a nice day." then move on to the next call and repeat that. The automated system would rate that CSR very highly but passengers wouldn't go anywhere, except maybe to another airline.
There is...one measurement is "talk time" the other is "revenue per call"....typically in most travel call centers the person with the highest revenue per call and lowest talk time is considered superior but thankfully Chisholm has always been taught customer service is more important than either of these two measurements (which I suspect is one reason every elite call was offered the opportunity to rate the agent)