I have worked many call center jobs since moving to the Phoenix area 14 years ago. I have noticed there are many similarities in my previous positions.
Almost all of the companies I have worked for require you to have as short of an average handle time as possible. Yet, if a customer is rude to you or rambles, you are not allowed to hang up on them.
This is very challenging for any call center worker.
So I decided to put one call center to the test to see how agents there handle difficult customers and see if they could still keep their calls brief while being polite. How do you think this customer service representative did?