My "favorite" part of the job? The fact that our quality score, out of 100, only has 5 points for actually helping the client, and 15 points for saying, in sequence "Is there anything else I can do for you? Are you satisfied with the service I've been able to offer you? If you need any more help, please log on to Bell.ca." There are NO points for getting a yes to the second question, or even waiting for an answer at all. If the call has gone long, we are ENCOURAGED to interrupt and talk over the client. Just as long as we say the right sentences.
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Date: 2007-01-12 03:55 pm (UTC)I hate my job.