|
Our reps have room in their AHT standard to do some extra things. They can, if the customer meets certain criteria, solicit a referral to our sales area. They also promote our self service channels & if the customer is interested, they'll educate the customer about the IVR or Web. The problem (not a bad problem to have) is everytime we put a standard on something, like "value added", the reps immediately begin doing it, & within a month or two, they do it so well I have to try to find another way to raise the bar. Even if they don't need to do it in order for the call to meet expectations, they'll do it in order to be "exceptional"...they're very motivated.
__________________
cjw
|