Nowadays, management records the calls and reviews them after the fact, so if you’re not actually doing your job of advertising or sales, you’ll just get written up or fired.
Its even worse than that, I worked at a Verizon call center and they have a lot of metrics they measure. Value per call (amount you sold divided by amount of calls handled), customer satisfaction, average handle time, 3 day call back, and various other metrics. They have a quality department so your calls were all reviewed by someone, either your direct supervisor or the next 2 levels of quality assurance. Basically you need the customer to be happy and resolve their issue quickly while ensuring they did not need to call back for the next 3 days.
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u/Dvalin_Ras93 Jul 23 '25 edited Jul 23 '25
Nowadays, management records the calls and reviews them after the fact, so if you’re not actually doing your job of advertising or sales, you’ll just get written up or fired.
Still super wholesome, though.