[mnehr]

My question really is related to the depth that your standards go.
In terms of AHT (average handle time), how much leeway do your reps have? Are you dealing with a overwhelmed call center or a call center that is easily making its numbers?

If your reps have a wide berth on AHT and your center is meeting its numbers/goals, maybe you should re-think what your 'exceptional' standards are.

What opportunities do your reps have to 'go the extra mile' with the customer? Does just answering the question for the customer constitute as exceptional, or do you expect your reps to provide additional support?

For example, in various billing centers I support, the supervisors are asking the reps to check the customer's phone numbers and address' to make sure their billing system is correct. They are also taking a moment to make sure the customer's billing plan is the best for that customer.

What are ways your reps can give 'extra' service?