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Dave,
Nice stuff! All of those options are much more clever than what was actually done. And you've added some questions to my operational review procedure for future engagements -- thanks!
The manager in question simply went in and changed the definition of "abandon" in the ACD reporting table such that in order to be counted as an Abandon, the customer must wait on-hold for 48 hours and *then* hang up. Voila! No more abandons.
Anybody have any other examples of how to "cook the books" they'd like to share?
__________________
--mikael
Mikael Blaisdell
mikael@mblaisdell.com
www.mblaisdell.com
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