Originally Posted by
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Any target of this type needs to be realistic otherwise there's no point of having it in the first place. Maybe the current average is 5 minutes and 10 seconds. Maybe it's double that. Maybe the supervisor in question just had it wrong. Call center supervisor is not exactly a high-level job.
Maybe it's possible that the rep had a 5 minute GUIDELINE where she needed to escalate the call to a supervisor. We have the same type of guidelines in place in our office. If you can't help a customer, or you are not making progress in fixing the concern, you then escalate it to bring in additional help.