Having to score strangers on their 'empathy' and 'courtesy' and 'knowledge' (anything less than a 5 star is a 'bad grade', I am sure)
Having to score strangers on their 'empathy' and 'courtesy' and 'knowledge' (anything less than a 5 star is a 'bad grade', I am sure)
by that i mean, those are intangible, effervescent parts of a human being that should not be quantized down to a fucking amazon star system. the 'anything less than 5 stars is actually bad' thing is disgusting as well - all modern companies do this.
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As someone who is directly affected by this system, I do want to say it is a vast improvement over the previous system they used.
How has it changed? When I left, the CCR was 4.64, which then got upped to 4.67 a few months later. It was AWS tho.
There used to be a focus on yes the agent solved the problem, or no they did not. Having a high yes rate was important. The normals stats like call handling time still apply. But there is.more focus on actually helping the customer and really solving problems as too many people were gaming the system to look good. It better aligns with my person approach to support so I'm quite happy until it changes again . The change started a few months ago. Very recent along with other agent facing changes.. typing on a mobile and tired so please forgive obvious mistakes.
I'm glad that it's gotten better, and that you're finding it aligns with you more! I hope they keep making improvements to it.