My dad sent me this article about how CX drops calls on purpose.
I won't lie to you - I don't want or need a yearlong subscription to The Atlantic so I only read the free part.
I think though I understand the message from the headline, though. That CX teams are sadly sometimes gaming response times and % refund metrics because of the pressures put on them. And, because sometimes callers are actually really unreasonable. People can be so mean!
I'm not saying there's 1 answer here - who am I to lecture you on this because I didn't buy the article and I haven't been a CX agent in 7 years??
What I will say is our teams will chase the highest metric we give them - the metric we give the most priority to. If that was CSAT or NPS, they wouldn't drop calls on purpose.
But I do know that when I was a CX agent, the 2 factors of me getting a bonus were to 1. Have an average of 4.5/5 star rating. And 2. Have response times of less than 12 hours, including weekends and holidays. I was the only agent, so that 12 hour metric was the fucking hardest thing I've ever done. I worked 7 days a week to hit it, and I did crush the easiest tickets 1st so that I could buy myself some time to handle the hardest tickets. So a cancellation request would be prioritized over a larger issue because I needed to stack some closed tickets that were closed in seconds or just a minute or 2.
If we want better service, and more returning, HAPPY CUSTOMERS, we need better goals. So, that's the tip. Check on how your CX team is goaled right now. AND, ARE THE GOALS ACHIEVABLE????
