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Talk Times and Talk Tracks
I manage a small group of technical support reps, and a problem that has recently developed in rising talk times. This is certainly due in part to new people being on the phones, but I was interested in establishing a set of standard protocols that would be followed for each call. The problem is we want to avoid sound like a recording. The protocol would be as simple as a set of basic questions that should be able to be answered quickly, but that will provide valuable information that can be used in trouble shooting the issue quickly and effectively. Does anyone have any experience with this? Thank you.
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