A Customer Support Call Center Grades Their Employees on How

question 66

Essay

A customer support call center grades their employees on how quickly they resolve customer problems (average call time) and how many times the customer request escalates to the point that a supervisor must be summoned to resolve the dispute. What might an employee do to perform well on these metrics without actually providing good customer service? What could management do to prevent such behaviors?

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Definitions:

Development Stage

A phase within a process or lifespan characterized by specific growth, progress, or changes.

Unethical

Behaviors or decisions that are morally wrong according to a widely accepted code of conduct, often violating social, professional, or legal standards.

Western Nations

Countries located in the Western hemisphere, often referring to Europe and the Americas, which share certain cultural, political, and economic characteristics.

Ethical

pertains to principles of morally good conduct, involving considerations of right and wrong behavior in human actions, particularly in business and professional settings.