karlkrandall@sbcglobal.net wrote in
news:bkfiv2hsig0o5gut7vvdj6t7e30tbbbsud@4ax.com:

>
> 611 CSRs have little authority and thus a high turnover since
> that leads to a high level of frustration; although the Kansas Call
> Center did confirm to me they have loosely enforced 10 minute handle
> time guides, as opposed to the 6 minute strictly enforced handle time
> limits at Sprint I used to experience.
>

I see you don't have any new material, so you're forced to simply alter
your old lies.

Nobody confirmed anything- you're a troll, and a bad one at that.

My prediction- "Karl" will be changing carriers within six months and will
contiue to "expose" big secrets about Cingular until he goes. His claims
will get more outlandish as time goes by, as will his number of contacts
with upper level executives.

How do I know? He started spouting the same crap about Sprint a couple of
years back before he switched over to Cingular. The rant he uses above is
almost verbatim when compared to his old Sprint rants.

If Karl knew anything about modern call center management, he would realize
the obvious error of his statement. Customer Service call centers around
the globe have migrated away from call time as their primary metric to
measure efficiency and profitability. It has been replaced by a philosophy
of driving down call volume by trying to resolve as many issues as possible
during the initial call, thereby eliminating repeat calls. Fewer calls
require fewer agents to answer the phones, even at the expense of Karl's
imaginary call time metric.

The reason for Karl's impression of little CSR authority comes from his
need to exact revenge on his carrier for every little perceived problem-
his measure of satisfaction is not in the resolution of the issue, but the
number of free months of service he can extort out of them through sheer
annoyance. Anybody claiming to call a VP over a single text message is
proof in the flesh.