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I agree Totally 90 % borderline robot.
The position I was just in we were encouraged to take calls within 20 seconds of each other. I was worked there eighteen months prior without an issue. Under new management, new metrics, disgruntled employees. If you have a few bad calls per day anda constant queue it is impossible to ask some one to be on that line 90% of the time. This amounts to lower levels of customer service, technicians to burn out, and job frustration. I know was frustrated to say the least. If they want a robot; program the phone answering system to field a call. If you want a human with empathy, knowledge, and a personality, then treat them like a human. We know our jobs are 100% phone support in many cases that's fine. To field calls like a robotic arm. ummhh, I don't think so.